Customer experience

We will:

Provide a safer and more secure district with dedicated security Officers, night-time dog patrols and security zones with joint tasking enabling a better response from the Police and authorities with standardised security criteria for members to help reduce crime through information sharing

Seek to provide dedicated West End Outreach to support Westminster City Council’s outreach programme for vulnerable members of our street community

Expand our Street Cleaning Services to include members’ own external property ensuring higher standards of cleanliness across our district, responding within 30 minutes to every request

Deliver deep cleaning programmes every night across the district, and provide a full deep clean of Bond Street, Oxford Street and Regent Street once every quarter, per annum Work with members and partners to reduce waste and increase recycling rates across our district

Launch a Member Code of Conduct in the first year of the new term to encourage all members to take ownership of the cleansing of public areas across our district

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The Digital Experience:

We will:

Create digital optimisation to direct more customers to the West End’s destination channels for Oxford St, Bond St, and with the Crown Estate, Regent St, including investing in social media marketing to promote customer innovations and experiences, build the visitor community with ‘West End Advocates’ and convert leads into footfall and spend

> Deliver geo-fencing apps to guide visitors around our district, offering a virtual concierge service so customers can book experiences and services, and access inventory data so shoppers, hotel guests and diners can check the availability of products and services before they arrive

Continue our China Welcome programme ensuring visitors from China can easily navigate our destination through the WeChat mini programme and use their preferred payment methods. We will support an increase in the number of Chinese speaking staff in member businesses.

Expand our West End Club to offer value-added experiences and exclusive offers to 150,000 people who work in the West End

The Physical Experience:

We will

Invest into Westminster City Council’s Oxford Street District Transformation scheme; advocating for high quality design, a strategy linked to economic development, enhanced management and major completion by the full opening of the Elizabeth Line

Collaborate with artists, designers and commercial partners to create unique, innovative and interactive experiences beyond the realm of pure retail

Support the development of Visitor Lounges for each district to enhance our customers’ experience. These lounges will offer tourists services, mobility support, bag drop, phone-charging stations and local information

Work with members to create a suite of “West End standard” services, including aligned trading hours, hands-free shopping, mobile payments systems, dedicated Click and Collect zones and customer signage

Celebrations & Experiences:

We will

Enhance the experience of celebrations from different cultures, religions and other groups throughout the year, including Pride, Tokyo Olympics 2021, Paris Olympics 2024 and various festivals from Diwali to Eid

Investing into enhancing the West End Christmas experience with new lighting displays across Oxford Street and Bond Street launching in 2021 and 2022 respectively

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