Press Releases

The mystery shopping was undertaken by Experian as part of the annual performance appraisal of the Glades, one of 15 shopping centres owned by Capital Shopping Centres, a subsidiary of Liberty International PLC.

The research took place in stores throughout the shopping centre in late June and early July, with the mystery shoppers scoring the retailers on all the key customer service factors including staff and store appearance, staff availability and attitude, understanding of shopper requirements and store returns policy.

Ten retail stores achieved 100% scores, and the overall results were the best ever for the Glades. The shops with top marks were Faith, Swag, Tresor Paris, Lush, The Body Shop, Rock Fusion, Hotel Chocolat, Fraser Hart, Game and Steiff. Managers at the Glades and the ten stores concerned were delighted with the results, especially as their announcement coincided with National Customer Service Week, held annually in the first week of October.

Said Maria Cooper, Marketing Manager at the Glades, “This is a fabulous endorsement of the quality of customer service at the Glades. We take pride in the level of service provided by our retailers and by our own Customer Service staff – about which our shoppers continually give positive feedback – but it’s great to have this effort officially recognised in this way.”