Manchester Stores Achieve Record Scores In City’s Second Annual Secret Shopper Survey

21st Jun 2017
  • More than 300 stores participated 
  • City centre retailers achieved overall customer satisfaction scores of 85% (+1% YOY)
  • 33 stores scored 100%
  • 139 stores achieved over 90%
  • Barbour, St Ann’s Square, special award for 2 years perfect 100%

Customer service levels across Manchester city centre’s retail district are at an all-time high according to our most recent mystery shopping survey.

The independent survey, conducted by North West based market research company, Storecheckers, secretly shopped more than 300 city centre businesses during May across ten categories including Jewellery, Health and Beauty, Technology and Fashion.

33 city centre businesses scored 100% demonstrating service excellence over a detailed range of criteria, with a further 139 scoring over 90% or more, while the city centre collectively achieved an impressive overall score of 85%, up 1% on 2016.

The results of the survey and winners of the ten categories, alongside a special award winner, were revealed at an Awards Breakfast held on Tuesday 20 June at Albert Square Chop House with the eleven winning stores receiving complimentary tickets to attend the Retail Trust’s Midsummer Celebration Ball on 29 June at Manchester Airport.

Manchester BID Mystery Shop Awards 2017 – Category Winners:

Special Award – Barbour, St Ann’s Square – scoring 100% for the last two years

Advised Customer Service  –  Virgin Money, King Street

Jewellery – Watches of Switzerland, King Street

Single Gender Fashion – Luke, Manchester Arndale

Multi Gender Fashion – House of Fraser, Deansgate

Footwear – Jones Bootmaker, King Street

Dine – Restaurant – Lunya, Deansgate

Dine – Take Out–  Pret a Manger, Deansgate

Health and Beauty – L’Occitane, Market Street

Technology –  Jessop’s, Market Street

Home/ Lifestyle – Disney, Manchester Arndale

Phil Schulze, Manchester BID Manager said: “These results are a real credit to the city centre’s thriving retail sector with half of our stores scoring ‘outstanding’ marks of over 90%. From popular high street stores and department stores to independent cafes and boutiques, businesses across the board were assessed on a level playing field and we’re thrilled to be able to recognise their commitment to delivering excellent customer service.”

Click here to see photographs from the Mystery Shopping Awards Celebration Breakfast.