Broadmead BID rewards excellent customer service

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Retailers in Bristol Shopping Quarter have been rewarded for delivering excellent customer service.

Mystery shopping campaign

Throughout September 2019 the Broadmead BID team conducted a mystery shopping exercise, designed to recognise excellent customer service. It was carried out by an independent company, Storecheckers, and 102 retailers took part.

On Monday 4 November we were joined at The New Room/John Wesley’s Chapel in Broadmead by the Lord Mayor of Bristol, Cllr Jos Clark to congratulate the highest performers and runners up in the following categories at the fourth annual Broadmead BID Customer Service Excellence Awards.

Six of the winners achieved perfect scores and a further 16 participating stores scored over 90%.

The winners

Large Retailer

Finalists: Marks & Spencer, Primark, Tesco Metro

Winner: TESCO METRO

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Fashion Retailer

Finalists: Dulay, Joy, Slater Menswear

Winner: SLATER MENSWEAR

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Footwear Retailer

Finalists: Hotter, Pavers, Skechers

Winner: HOTTER (100%)

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Health & Beauty Retailer

Finalists: Bodycare, Lush, Sally Beauty

Winner: LUSH

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Health & Beauty Services

Finalists: Cococheno, PureGym, South Central Barbers

Winner: PUREGYM

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Food & Beverage National Award

Finalists: Greggs (The Galleries), McDonald’s, Pret a Manger

Winner: GREGGS (THE GALLERIES)

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Food & Beverage Independent Award

Finalists: Cafe Mocha, La Grotta, The Bristol Kitchen

Winner: CAFE MOCHA

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Financial Services Award

Finalists: Barclays Bank, Metro Bank, Santander

Joint Winners: METRO BANK (100%) and SANTANDER (100%)

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Specialist Retailer National Award

Finalists: Silentnight, Game, Virgin Media

Winner: SILENTNIGHT (100%)

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Specialist Retailer Independent Award

Finalists: Mabz, The Bridal Boutique, Vapour Days

Joint Winners: MABZ (100%) and The BRIDAL BOUTIQUE (100%) (trophy collected on behalf of Charlotte Smith by her father)

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Most Improved Food & Beverage Award

Winner: THE BRISTOL KITCHEN (trophy collected on their behalf by David Wait, Centre Manager, The Galleries)

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Most Improved Overall Award

Winner: BARCLAYS BANK

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Looking forward

Each participating retailer will receive a detailed report from Storecheckers in the next few days. It will highlight what they are doing well and offer some constructive criticism they can use to improve their customer service. They will also be offered a bespoke review of their results with Storecheckers.

As a result of last year’s mystery shopping exercise, we have seen increased scores this time for ‘venue appearance’ and ‘products & pricing’.