Mystery Shop Awards 2023
The Cambridge BID Awards are an annual initiative which recognise and reward those businesses that are delivering outstanding customer service. Cambridge BID works with mystery shop experts Storecheckers, to deliver an annual mystery shop project, offering participating businesses the opportunity to receive feedback on the experience customers have with them. The project delivers detailed mystery shop feedback for nearly 100 businesses across a range of sectors.
Our Cambridge BID Award winners are decided based on the results of the mystery shop visits - our winners have all achieved the highest mystery shop scores across a number of different categories.
Maria Manion, Chief Executive of Cambridge BID said “providing excellent customer service is a fundamental component of encouraging repeat visits and building a strong customer base and we are delighted that this BID project recognises the outstanding work being done by businesses in Cambridge.”
Meet our 2023 Winners:
Late Night Venue – Winner
CHAMPION OF THE THAMES
We're a traditional old boozer in the heart of Cambridge and we pride ourselves on serving the best ale in the city. We're the Greene King Beer Pub of the Year 2022 and we're listed in the CAMRA Good Beer Guide 2022, and we think that excellent, friendly service is really important, so that's what you'll get.
Lawrence Dixon at Champion of the Thames, said “We are thrilled to have won this award as it shows that we take pride in delivering the best customer experience we can. As a traditional venue we pride ourselves on the selection of beers we offer and ensuring we deliver top quality service to match so the fact that this has been independently recognised is a great reflection of the team.”
Storecheckers said: “I had a warm welcome with a smile as soon as I arrived and the two staff waved me farewell and invited me to return. This would be the sign of a pub that my friends would enjoy visiting, especially as the atmosphere was also warm and friendly. I very much enjoyed my visit to the venue.”
Restaurant – Winner
TERRACE RESTAURANT @ THE GONVILLE
Our 2 AA Rosette awarded Terrace Restaurant is situated in the beautiful glass extension added to The Gonville Hotel in 2016. Overlooking historic Parker’s Piece, the restaurant offers fine dining from Wednesday to Saturday and a Sunday Roast every Sunday. Offering a range of seasonal appetisers and entrées featuring locally sourced ingredients.
Malcolm Wyse, General Manager at The Gonville, said “We are exceptionally pleased to pick up this Award and be recognised for the outstanding customer service that we strive to deliver. The Gonville Hotel is all about delivering an exceptional customer service to our customers and I’m delighted that our Terrace Restaurant has been recognised for this.”
Storecheckers said: “I was thoroughly impressed with the service, I felt they tailored their recommendations towards my needs. They checked I had enjoyed the food, and I felt they went the extra mile. The quality of the restaurant from service to the food delivered was something the Gonville Hotel should be proud of.”
Café – Joint Winner
LE PATISSIER
Located on St John’s Street, Le Patissier is a cosy and welcoming independent family run café with a beautiful view. Offering a good selection of homemade cakes, fantastic bakes, hot and cold food plus great coffee it has both indoor and outdoor seating available for customers to enjoy and recharge during their visit.
Jacky Brown, Owner of Le Patissier, said “Le Patissier is delighted to have been recognised for delivering such a high standard of customer service. We are a small family team that prides ourselves on ensuring our customers really enjoy their experience with us so to be recognised in this way is so valuable for the team.”
Storecheckers said: “There was a lovely atmosphere in the location, inside and out. The staff were friendly and this in turn showed in the positive atmosphere I felt during my visit. Based on the excellent service I received, I would certainly return to this location.”
Café – Joint Winner
BREAD & MEAT
Located in the heart of Cambridge along Bene’t Street, Bread & Meat are passionate about serving honest, excellent food and want to share their love of fine roast meats and home cooked fresh ingredients with their customers. Serving generous portions on fresh sourdough, authentic poutine and their fresh ‘bowls’ with oven roast vegetables and homemade slaw.
Michelle Cheney, Owner of Bread & Meat, said “Thank you for this award, we are very grateful to receive it. Our Team work exceptionally hard every day to deliver high quality excellent food with service levels to match. Bread & Meat is built on passion and it is clear that this shines through our team.”
Storecheckers said: “The service was excellent, prompt and correct and super enthusiastic. The staff member answered all my queries with knowledge and patience. The staff members were all very friendly and happy total and to build rapport. This was very much a special experience.”
Independent Business - Winner
HARRIET KELSALL BESPOKE JEWELLERY
Harriet Kelsall Bespoke Jewellery is the UK’s leading bespoke jeweller and has been offering an outstanding service for 25 years. Creating unique bespoke rings and jewellery with them is a personal experience, where celebrating everyone’s individuality is at the forefront of their design process. They have an experienced and exceptional team of jewellery designers and goldsmiths across their 4 studios and North Herts workshop. Together they’re a dedicated mix of people who are passionate about creativity, innovation, and sound ethics.
Harriet Kelsall, Owner of Harriet Kelsall Bespoke Jewellery, said “We are absolutely delighted to receive this Award again. Our entire team seeks to excel in the service we deliver to our customers, creating them memorable, lifelong pieces of jewellery that they will treasure for years to come.”
Storecheckers said: “I would recommend the shop fully because the service was very attentive without being pressurised and I would return because the staff members were very friendly and helpful. I was made to feel as if my custom was very valued.”
National Business – Joint Winner
KUONI
Kuoni offer luxury holidays specially planned by our highly experienced team of travel specialists. From within their Grand Arcade store the Kuoni team can help you to book your next amazing escape. Offering a range of holidays including honeymoons, family breaks and solo travel as well as specialist trips focused on wellness, wildlife watching and lots more.
Katie Low from Kuoni, said “Customers visit Kuoni to plan a trip to make memories – we like to think those memories start with their very first visit to the Cambridge store via the customer service we provide. This Award, and the mystery shop project overall, reinforces the work the team does to provide the very best service when planning the best holiday experiences for our customers.”
Storecheckers said: “I spoke with a very friendly and helpful staff member who was eager to please and help. With their holiday suggestions they were making sure, I was getting what I was looking for. Overall, it was excellent service.”
National Business – Joint Winner
MOLTON BROWN
Since the brand was first established in South Molton Street, London in 1971, all Molton Brown products have been made in England, using only the best ingredients in exceptional fragrance concentrations. From hand cream to hair masks, customers enjoy browsing a range of collections designed to uplift, unwind or refresh the senses.
Emily Murr, Cambridge Store Manager, said: “Thank you for this amazing award, which is a credit to our in-store team. We know our products are of high quality – our Royal Warrant from Queen Elizabeth II proved that – but it’s great to get this recognition that our customer service is also excellent. Well done team Cambridge!”
Storecheckers said: “I felt very valued and cared for whilst I was in the store and would very much be happy to return based on my interaction.”
Professional Business - Winner
PREMIER TRAVEL
Premier Travel is a privately owned, independent travel agency with over 87 years' experience in the travel industry and 26 branches throughout East Anglia and Southern England. Being independent, we have the flexibility to work with a multitude of tour operators to offer the widest range of travel products, from traditional UK holidays, bespoke tailor-made journeys around the world, cruises, city stays, beach holidays and theatre breaks to an overseas wedding of your dreams.
Amanda Aldridge from Premier Travel said “Winning this award is fantastic as it shows how important it is for us that customers receive a personalised experience when it comes to booking a holiday – something that is tailored to exactly what they are looking for.”
Storecheckers said:” I was given excellent advice and not just sold a holiday. That would be the reason that I would return as I had a personalised service from a staff member who listened.”
Leisure & Tourism - Winner
CAMBRIDGE BID AMBASSADOR TEAM
Cambridge BID provides a team of professional and passionate City Ambassadors, who are available within the City Centre every day to help, advise and guide users of the City Centre. The Ambassador Team also identify and report environmental issues in the BID area as well as liaise with businesses on news, events and opportunities.
Maria Manion, Chief Executive of Cambridge BID, said: “This is a really important award for our Ambassador Team – we know they do a great job providing an on street welcome to visitors to Cambridge in all weather conditions but to have this verified independently by Storecheckers is fantastic and a real testament to our dedicated and committed team.”
Storecheckers said: “The host was excellent. They greeted me with a smile and spoke throughout in a positive manner. Overall, I could not fault the level of service I received.”
Market Traders – Joint Winner
GRANNY MA’S BUBBLE TEA
Granny Ma's started on Cambridge Market in 2018 serving authentic Taiwanese Traditional recipe bubble tea. Using loose-leaf tea, milk and fresh fruits they pride themselves on serving proper bubble tea. Served with a traditional bamboo straw it’s definitely worth a visit to Cambridge Market to experience it for yourself.
Toby Scott from Granny Ma’s Bubble Tea, said “We are so pleased to received a Cambridge BID Award in recognition of our outstanding customer service. We seek to provide our customers with not only the best bubble tea in Cambridge but also the best service and are pleased that our high standard of customer service has been recognised through the mystery shop project.”
Storecheckers said: “The service was warm, friendly and efficient. The team member showed great product knowledge and was very upbeat. The drinks looked and tasted great, and the products were good value for money.”
Market Traders – Joint Winner
IL MOLINO UK
Found on Cambridge Market every Sunday showcasing their range of award-winning extra virgin olive oils, jams, artisan pasta, tapenades as well as our natural olive oil-based skincare products. With produce sourced from the Il Molino Farm in Italy, this business takes great pleasure in sharing a love of olive oil with its customers.
Saide Sotudeh from IL Molino, said “We are absolutely delighted to pick up this award for the 4th time – confirming once again that our customers experience outstanding customer service when visiting our market stall. We make sure we take the time to understand what our customers are looking for and help them select authentic, artisanal products that they will enjoy eating and using at home.”
Storecheckers said: “I enjoyed my visit as I was able to taste and try the various products, all of which were lovely. The customer service was excellent, and I felt very valued. The team member was friendly and patient with and really showcased everything very well.”
Overnight Accommodation – Winner
THE GONVILLE
A beautiful boutique hotel situated opposite Parker’s Piece in the heart of Cambridge. Offering a wide range of bedrooms to suit all types of traveller and all rooms include their Gonville pillow menu, air conditioning and high quality Geneva Green guest amenities as standard. Bedrooms are individually designed and our period feature bedrooms offer a truly boutique experience. Not every hotel is the same and the Gonville believe that their “experiences” help set them apart in Cambridge. When staying at the Gonville you can take a tour in one of their classic Bentleys, ride around the city like a local on a Gonville bicycle or even enjoy some pampering in their Gresham House Wellness rooms.
Malcolm Wyse, General Manager at The Gonville said: “Guest comfort and satisfaction is our top priority at the Gonville and we are really pleased to be recognised through the Cambridge BID mystery shop project as the winner of the overnight accommodation category. The team work exceptionally hard to deliver the highest standard of customer service and ensure our guests have the best experience possible whilst staying with us. We look forward to welcoming you into the Gonville soon.”
Storecheckers said: “The service was impeccable, with the interactions being genuinely warm, welcoming, and helpful. Overall, we were very pleased with the service.”
