Mary Portas, a retail consultant, partners with struggling high street stores in Britain to transform their businesses and provide exceptional customer service to shoppers. Through her expert guidance, the stores learn to improve their overall experience, from friendly staff to well-organized displays, and ultimately, increase customer satisfaction. With her help, these once-struggling shops are able to thrive in a competitive market.

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Some TV shows that have similar genres and were produced around the same time as Mary Portas: Secret Shopper include Dr. Pimple Popper: Before the Pop, Dr. Pimple Popper, Saving the Manor.