Liverpool’s businesses have been celebrated for their customer service at the annual Mystery Shop Awards.

Organised by Liverpool BID Company, the annual awards is now in its 13th year. Over 400 businesses were mystery shopped, from coffee shops to opticians, national retailers to independent restaurants.

Recognising businesses across Independent and National Retailers, Accommodation, Hospitality, Leisure and Service Providers, the awards reflect a continued commitment to providing the famous Liverpool warm welcome.

The Mystery Shops were undertaken by ProInsights. City centre businesses are visited and marked against a list of criteria to see how well they’re performing. The average customer rating in the city was 82.6%. 48 businesses achieved 100%. The winners and runners up each achieved over 90% approval. In the Accommodation category, an incredible 5 hotels all received 100% meaning 5 overall winners for hotels.

Results are based on businesses that achieved the highest score with a runner-up.

Retail – Independent

Winner: The Sweet & Gift Company

Runner up: Wongs Jewellers

Retail – Clothing & Footwear

Winner: Bravissimo

Runner up: GO Outdoors

Retail – Health, Beauty & Jewellery

Winners: LUSH & Pandora

Retail – Home & Technology

Winners: Machine Mart  & Castle Fine Art

Retail – Convenience

Winners: Tesco Express Bold St & Tesco Express Dale St

Service – Travel

Winner: Hays Travel & TUI

Service – Banking

Winner: Yorkshire Building Society

Service – Hair

Winner: RUSH,


Winner: British Music Experience

Runner up: LCC Culture and Tourism – Civic Halls, Town Hall


Winner: Boom Battle Bar

Runner up: Leo Casino,  Leisure Time

Hospitality – Independent

Winner: Liverpool Gin Distillery

Runner up: LEAF

Hospitality – Restaurant

Winner: Dash Restaurant and Bar & Wildwood

Hospitality – Quick Service

Winner: Popeyes

Runner up: Costa Coffee (Ranelagh St)

Hospitality – Night Time Economy

Winner: Flares

Runner up: Metrocola & Rock n Rolla

Accommodation – Serviced Apartments

Winner: Staycity Aparthotel, Duke Street

Runner up: Kabannas Liverpool

Accommodation – Hotels

Winners: Hope Street Hotel, Dixie Dean Hotel, Travelodge Hotels Ltd (Innovation Park), Hampton by Hilton (Hurst Street), The Pullman

Newcomer of the Year

Winner: Zenn Liverpool

Runner up: Diamond Heaven

Nominated Categories

Green Champion

Winner: Aloft Liverpool

Community Spirit Award

Winner: Howard Lewis, Novotel Paddington Village

Jennina O’Neill, Chair of the Retail & Leisure BID says:

“It is such a privilege to see our city centre businesses being celebrated. These are the small, independent and high street brands and names we all recognise but that go the extra mile to make our city centre the vibrant place it is. It hasn’t been the easiest year for our retailers, nor our hospitality businesses, but that hasn’t stopped their commitment and determination to deliver the best service they can for customers. I’m particularly thrilled to see so many businesses achieve 100%, showing that commitment to great service is something we regard very highly in Liverpool”.