Mary Portas: Secret Shopper

9:00pm Wednesday, February 9 on C4

In this episode Mary is planning to start a revolution in the world of estate agents. Buying a house is the most important purchase of our lives, but Mary thinks estate agents have been letting us down in a big way. She gets into bed with North London chain Martyn Gerrard and persuades boss Simon Gerrard to let her loose on his sales team in a bid to make them more customer focused. But before long tensions rise as Mary realises that she and Simon have very different views on what good customer service really means.

9:00pm Wednesday, February 2 on C4

In this episode Mary plans to start a revolution in the infuriating world of mobile phone stores. Mary’s secret cameras reveal one of the least user-friendly retail environments on our high street. The worst offender, Mary thinks, is Fonehouse, a national chain run by CEO Clive Bayley who thinks his customer service is a cut above the competition. Mary quickly bursts his bubble and persuades him to give her control of his flagship store in Angel Islington, London, so she can show him what good customer service is really about.

9:00pm Wednesday, January 26 on C4

Mary turns her attention to the familiar but old-fashioned world of sofa superstores. We’ve all seen their adverts for Bank Holiday sales, but do they really offer a good deal? Mary Portas discovers an industry that puts commission, not customers, first. And her covert cameras reveal the sales techniques well-known superstores use to get us to buy. Mary is invited onto the premises of CSL Sofas – a northern chain run by Bentley-driving, go-getter Jason Tyldesley – and sets about introducing some radical new ideas.

9:00pm Wednesday, January 19 on C4

In this brand new series, Mary Portas has changed sides – rather than helping businesses to maximise profits, she’s now championing the shopper and battling to get Britain’s biggest chains to put customers first. Mary believes that Britain is cowering under a cloud of poor customer service and that we’ve never had it so bad. By using the stealth weapon of secret shopping, she exposes shoddy customer service and uses the evidence to give company bosses a wake-up call. And, with the help of her covert cameras, she’s planning to start a retail revolution.

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