Winners of Cambridge BID Awards 2022 revealed at celebration of outstanding customer service
The ninth annual Cambridge BID Awards evening showcased outstanding customer service from businesses.
Sixteen winners were announced across 13 categories, with three overall winners toasting success at the event, which was supported once again by the Cambridge Independent - look out for special coverage in this week’s newspaper and a four-page special to follow on October 19.
Held at the Cambridge Union Society last Thursday (September 29), the awards were designed to celebrate those that go the extra mile for their customers.
The event was attended by representatives of businesses that participated in Cambridge BID’s 2022 Mystery Shop programme, which includes eateries, attractions, accommodation providers and retailers.
Independent market research company Storecheckers was commissioned to implement the programme and covertly assess standards of customer service against criteria such as selling skills, staff attitude, store standards, welcome and goodbye, local knowledge, product knowledge and appearance.
Round one of the mystery shops took place in spring, with the second round over the summer.
Three businesses shared the accolade of achieving the highest average score across both rounds of mystery shopping: Tabanco on Green Street, Trinity Restaurant on Trinity Street and Bould Brothers Coffee on Round Church Street.
Jeff Caplan, Storecheckers’ managing director, said: “Once again, in this year’s Mystery Shopping programme, Cambridge’s shops, bars and restaurants have delivered customer service that matches major flagship cities in the UK such as Liverpool and Manchester.
“The hospitality sector deserves particular mention, for maintaining its best ever score from last year – despite having fewer staff in 2022 than in 2021.
“In addition, there was an across-the-board increase in visitors being greeted by staff on their arrival at the shop or restaurant that they were assessing – with 96 per cent of diners and 87 per cent of shoppers receiving a warm Cambridge welcome.”
Ian Sandison, CEO of Cambridge BID, said: “Excellent customer service plays a vital role in helping high street businesses to compete with the convenience of online shopping.
“With the impact of Covid over the last two years, I am absolutely delighted to see that businesses here in Cambridge continue to deliver such high standards of customer service, providing a positive experience for shoppers and visitors.
“In the last consumer survey conducted by Cambridge BID in early 2022, we found that more than 90 per cent of respondents were likely to return to a local business if they received good service, with 42 per cent describing customer service as essential to their decision-making.
“This underlines how important our Mystery Shop project is to businesses as it provides valuable snapshot information about how their customers view them and is supported by feedback sessions and training videos.
“At Cambridge BID we’re committed to helping businesses improve their customer experience year on year, and we’re delighted that over 125 businesses have once again taken part in our mystery shop programme.”
The award presentations were made by the mayor of Cambridge, Cllr Mark Ashton.
Afterwards, guests enjoyed the opportunity to network over drinks and canapes.
All participants will receive the opportunity for personalised feedback over the coming weeks and a four-page special on the awards, further showcasing the winners, will be published later this month in the Cambridge Independent.
Best Overall Customer Experience 2022 - Winners
- Late Night Venue – Cambridge Brewhouse
- Restaurant – Tabanco and Trinity Restaurant were Joint Winners
- Café – Bould Brothers Coffee
- Independent Business – Fashion, Beauty & Accessories – Thomas William Gentlemen’s Barber
- Independent Business – Other – Millers Music
- National Business – Fashion – Lululemon
- National Business – Shoes & Accessories – Dr Martens
- National Business – Other – Molton Brown
- Professional Business – Gonville & Caius College Conference Office
- Leisure / Attraction – Lockhouse Games
- Market Trader – The Mac Daddy and Hallouman and Quirky & Posh Gifts were all Joint Winners
- Overnight Accommodation – Hotel Du Vin Cambridge
- University College B&B – Christ’s College
Cambridge BID launches its 2023-28 Business Plan as it seeks third term
The evening was also an opportunity for businesses to hear Cambridge BID’s proposals for its third term, as the 2023-28 Business Plan was launched.
The proposals include continuing to deliver well-known projects like the Cambridge BID Ambassadors scheme, film nights, the Christmas lights, the Love Cambridge Gift Card and its social media channels, which help to promote what is on offer in Cambridge.
There were also new activities promised, with the aim of encouraging more visitors to extend their stay in the city and to stay overnight and to encourage employees, students and residents to make more of their city.
The Cambridge Business Improvement District (BID) covers 1,200 businesses, and the aim of the organisation is to help them work together to promote and improve the city.
Three key themes are in place: Welcome, Experience and Support.
Members will get to vote on the BID’s third team, having previously voted in favour of the second in November 2017. It runs until March 2023.
For more details, visit cambridgebid.co.uk.
