Summary for : Mary Portas: Secret Shopper – Martyn Gerrard
The presenter focuses her attention on estate agents, a profession often cited as the most unpopular among consumers, and which during the past year had a 40% rise in complaints. Mary is granted access to the sales team of a north London agency where she tries to improve relations with customers, but soon she is clashing with the boss, who seems to have a very different opinion on what good service is.source:LocateTv.com
Summary for : Mary Portas: Secret Shopper – Episode 3
The presenter unleashes her concealed cameras on mobile phone stores, revealing that the level of service and information provided to shoppers is far from ideal. She manages to persuade the CEO of a national chain to let her gain control of their flagship store in Angel Islington, London, but she struggles to make staff appreciate the value of customer service.source:Tv.com
Summary for : Mary Portas: Secret Shopper – Episode 2
The presenter turns her attention to sofa superstores, and discovers an industry that seems to put commission, not customers, first. Using hidden cameras, she reveals the sales techniques well-known superstores apply to attract buyers, and challenges the owner of a northern sofa chain to improve his service and business.source:LocateTv.com
The presenter works with brands and high-street chains to help improve the quality of service offered to their customers. In the first episode, she explores the ‘fast-fashion’ sector, and helps an expanding chain’s poorest performing store in Essex to boost its appeal with shoppers. She then challenges the company’s managing director to implement her ideas through his other branches – but his disenchanted staff make it a difficult task.source:LocateTv.com
