Mary Portas: Secret Shopper
About the Show
Mary Portas works with some of Britain's best-known brands and high-street chains to give shoppers the service they deserve
Series 1 Summary
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.
The giants may be delivering bumper profits but they won't be smiling for long - Mary and her gang of shoppers have caught some of Britain's biggest brands with their trousers down. Together they have unearthed shoddy shop floors and minimal service from apathetic shop staff.
Having got to grips with the problems, Mary believes she's got the answer to this malaise.
Mary turns her attentions to poor service in the `fast fashion' sector.
She needs a chain that is willing to let her show them how to give their shoppers the service they deserve. Up steps Chris George, MD of swiftly expanding fast fashion chain Pilot.
Pilot has 44 shops, with more in the pipeline. Mary's mission is to transform the chain's worst performing store in Essex into a haven for shoppers, and to then challenge Chris to roll her ideas out across the rest of his empire.
But with a team of disenchanted shop girls and an MD who hires shop managers without meeting them first, she's not going to have an easy ride.
Mary Portas goes undercover in the world of sofa superstores, revealing an industry that puts commission, not shoppers, first.
Mary's secret cameras reveal the infuriating world of mobile phone stores to be one of the least user-friendly retail environments on the high street.
Mary plans 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.
Mary Portas: Secret Shopper synopsis
Mary Portas works with some of Britain's best-known brands and high-street chains to give shoppers the service they deserveEpisode Guide >