Wongs named Independent Retailer of the Year at Mystery Shop Awards


Liverpool-based jewellers Wongs has been named Independent Retailer of the Year 2015 in the Liverpool BID Mystery Shop Awards.

The company has scored 100% for customer satisfaction on mystery shopper surveys for the last two years, and offers the highest three year average for any Liverpool-based independent.

According to a mystery shopper survey conducted by Storecheckers, customer satisfaction levels in Liverpool City Centre have reached an “all-time high”. 170 businesses were assessed for the customer service skills, earning a collective 90.4% approval rating. This represents a 4% increase on 2014 and an 8% gain on 2013.

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Of those secretly shopped for the 6th annual survey, commissioned by the Liverpool BID Company, 33 businesses achieved 100% with eight repeating their top score from the previous year.

Those that scored 90% or above and eight category winners were honoured an awards ceremony on Thursday May 14 in The City of Liverpool College on Roscoe Street.

Jeff Caplan, managing director of Storecheckers said: “The improvement in Liverpool’s approval rating has been phenomenal and among the best we have seen in the UK. Shoppers and diners can expect a consistently high level of service in the city centre, which is vital in such a highly competitive market. The BID’s commitment to supporting staff training is clearly paying dividends for businesses and long may it continue.’’

Bill Addy, chief executive of Liverpool BID Company, said: “For Liverpool to say it can offer a 9 out of 10 customer experience to shoppers and diners is truly exceptional. We’ve worked hard to support businesses in driving up standards and we’ve been delighted with the way they’ve embraced the feedback and the training opportunities to support their staff.

“There’s always room for improvement and were delighted to be working with the City of Liverpool College to help our businesses build on these tremendous results.”


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