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 14th year. 120 businesses were mystery shopped, from coffee shops to opticians, Hotels and 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 average customer rating was 84.3%in 2024. Overall, 39 businesses achieved 100% in their visits, with a further 38 achieving over 90% and all businesses here this evening have achieved above than 80%.

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

Retail Convenience

  • Winner Co-Operative Group (Leece Street)
  • Runner Up Tesco Stores (Great Crosshall Street)

Retail Home and tech

  • Winner Menkind
  • Runner-up Machine Mart Liverpool

Retail health and beauty

  • Winner L’Occitane
  • Runner-Up Wongs

Retail Clothing and Footwear

  • Winner Go Outdoors
  • Runner Up Pop Boutique

Culture

  • Winner The Beatles Story Ltd
  • Runner-up British Music experience

Service

  • Winner Trailfinders
  • Runner-up Andrew Collinge (Castle Street)

Leisure

  • Winner JD Gyms
  • Runner-up Ladbrokes

Hospitality Quick Service

  • Winner Bean Coffee (Chapel Street)
  • Runner-up Bean Coffee (St paul’s Square)

Hospitality Night Time Economy

  • Winner Slug & lettuce
  • Runner-up Flares

Hospitality Restaurant

  • Winner The Pullman
  • Runner-up Panoramic 34

Accommodation Serviced Apartments /Hotel

  • Winner Novotel Paddington Village
  • Runner-up School Lane Hotel

Venue Enquiry

  • Winner Holiday Inn Lime Street
  • Runner Up the Halyard

Green Award

  • The ACC

Special Recognition

  • Lush

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

“A huge congratulations to our city centre businesses. These results truly show the commitment to customer service and delivering that warm welcome is as strong as ever. As we head into Q4 and the crucial Christmas season, we can expect that enthusiasm for friendliness and service to continue.

Liverpool city centre has shown its resilience this year and these results show that businesses are committed to maintaining their high standards of customer service.”

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