Liverpool businesses shine in customer service awards

Customer service is always something prized by consumers, and the best in the business have been praised at Liverpool’s annual Mystery Shop Awards.

The event saw independent and national brands celebrated in the city, with Wongs being named Jeweller of the Year, and Fazenda named best Restaurant of the Year. Mowgli received a Special Recognition Award. The Beatles Story took home two awards on the evening.

Now in their 15th year, the annual awards are organised by Liverpool BID Company and saw 99 city centre businesses mystery shopped. Each business is scored on a range of factors including friendliness, cleanliness, atmosphere and more, along with ‘The Liverpool Score’. This is the experience of how well businesses represent Liverpool.

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 8.1 in 2025 for The Liverpool Score. Overall, 28 businesses achieved 100% in their visits, with all businesses at the awards evening scoring over 85%.

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

Credit: Liverpool BID Mystery Shop Awards — Credit: Liverpool BID

Lifestyle Retailer of the Year

Silverberg Opticians / L’Occitane

Clothing Retailer of the Year

Resurrection

Jeweller of the Year

Wongs

Cultural Attraction

The Beatles Story

Service Provider of the Year

Natwest

Casual Dining Venue of the Year

Fab4 Cafe at Royal Liverpool Albert Dock

Bar of the Year

Gino D’Campo 360 Sky Bar

Restaurant of the Year

Fazenda

Hotel of the Year (Overnight Stay)

INNSiDE by Melia

Hotel Best Customer Service

Hotel Indigo

Hotel Restaurant of the Year

Voyagers, Novotel Paddington Village

Green Award

CBRE

Special Recognition

Mowgli

Jennina O’Neill, Chair of Liverpool BID’s Retail + Leisure BID Area, and Centre Manager at Metquarter said:

“This is such a highlight of our calendar as it allows us to celebrate those businesses who work hard to give our city its famed welcome. Customer service, attention to detail and going the extra mile are what makes our high streets stand out, and what keeps people coming back to bricks and mortar stores and venues. A huge congratulations to all our winners.”