Britain is cowering under a cloud of rubbish customer service. In the words of Queen Mary, “The so-called service industry has become a faceless, I couldn’t care less, business.” Automated phone systems, apathetic floor staff and non-existent complaints departments are making shopper’s lives hell. But Mary Portas has never taken bad service lying down and she’s about to help the rest of us get the service we deserve. Join Mary as she takes her usual brand of fierce humour and high standards to the high street. Not only will she be secret shopping in some of Britain’s biggest brand stores, she’ll be helping individual customers to solve their complaints, by making sure that the stores really sit up and listen. In each episode Mary will highlight the customer service gripes that are plaguing the nation, and top of the list is poor service from staff. Mary will approach each store undercover and with a very specific mission, and fireworks are guaranteed as she gets her point across. We’ll also meet a selection of people who are sick of being treated badly by the places in which they part with their hard-earned cash, people that Mary will empower to take matters into their own hands. This time round, Mary’s not working to help retailers improve their profits or their window displays – she’s giving them a chance to turn their attitudes around with the aim of providing the best customer service in the country.