A major project in Cranleigh has revealed nearly 83% of businesses offer ‘outstanding’ or ‘very good’ customer experience.
Over 30 people gathered at an awards ceremony in Cranleigh this week to celebrate the results of ‘Up Your Game, Up Your Gain’ 2016.
‘Up Your Game, Up Your Gain’ is a programme designed to give businesses in the village a boost by offering a helping hand to those who need some improvement. It was supported by Waverley Borough Council, Surrey County Council, Cranleigh Chamber of Commerce, and One Forty.
The project involved nearly 40 independent retailers and businesses visited by a mystery shopper who then rated them on a number of factors including window display, interior layout and customer service.
The ceremony was attended by the Mayor of Waverley, Cllr Chris Storey, who presented awards for outstanding service, recognising the excellence with the village.
Silver awards for excellent customer service were presented to Carolyn Lodge Travel, Christian Reid Estate Agents, Cromwell Coffee House, Crowes Estate Agents, Living in Style, Maison Du Velo, Manns of Cranleigh Gifts Department and Home Interiors, The Phone Workshop, Phyllis Tuckwell Shop, Rawlings Butchers, The Richard Onslow, and Ruby & Kind.
Gold awards were presented to Cranleigh Leisure Centre, Manns of Cranleigh Cafe, Taurus Wines, and Informed Choice.
The overall winner was Taurus Wines, an independent wine merchant and importer based near Cranleigh at Whipley Manor.
Felicity Pritchett of Taurus Wines, the overall winners of Up Your Game 2016, said:
“What a wonderful surprise it was to be the overall winner of the Up Your Game, Up Your Gain challenge in Cranleigh. Can we put it down to wine lovers being natural hosts and bon viveurs…?!
“In truth though, we were humbled to be ranked first among such fabulous competition.
“Thank you to Shopper Anonymous, Cranleigh Chamber of Commerce, Waverley Borough Council and Surrey County Council for their support during these awards and of course our wonderful, welcoming staff here at Taurus Wines.”
Jim Smith of Shopper Anonymous, who carried out the surveys, said:
“At first glance, the results show that the village has a high number of shops and businesses that give customers a great experience, a vital factor if visitors are to return.
“Repeatable footfall is what all High Streets crave, so this is all great news for retailers who suffer intense competition from bigger neighbours and the Internet.
“On the evidence, and with such a range of interesting and eclectic businesses, Cranleigh is a great place to go to shop and spend time.”
38 Cranleigh businesses took part in the mystery shopping initiative, which revealed an average customer satisfaction score of 87%. The national average for customer satisfaction identified by Shopper Anonymous is just 79%, demonstrating higher than average standards in Cranleigh.
44% of Cranleigh businesses scored over 90% in the customer service review. The highest customer satisfaction score was 98%, and the lowest was 51%.
Richard Graham, Cranleigh Chamber of Commerce president, and owner of One Forty, said:
“Cranleigh offers an exceptionally good shopping experience for local residents and visitors. Receiving independent confirmation that retailers and businesses in the village are performing better than the national average is really pleasing.
“Of course, we can always do better, and I hope this project will serve as a catalyst for all in Cranleigh to up their game and improve standards of customer service.
“Cranleigh Chamber of Commerce is keen to support all retailers and businesses in the village, as we continually raise standards and make Cranleigh a destination for shopping.”