Mary Portas: Secret Shopper — Season 1, Episode 4: Martyn Gerrard
Reality • 47 min • 3 seasons, 12 episodes • ★ 8.2/10
Episode synopsis
Mary wants 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. Last year complaints rocketed by 40% and Mary's secret cameras show why. Estate agents are caught with their trousers down as they pull out all the oldest tricks in the house-selling book; multiple viewings, misleading particulars and lack of specialist knowledge are among the long list of things that drive us up the wall. But Mary wants to stop the rot. She hooks up 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.
About Mary Portas: Secret Shopper
Mary Portas works with well-known brands and high-street chains to give shoppers the service they deserve. Mary convinces major brands to bare all and hand over the reins - but will they take on her advice?