Things I Like Things I Love Utrecht wins the Experience of the Month Award in April!

20/5/2026

Things I Like Things I Love (TILTIL) Utrecht is the winner of our Experience of the Month Award for April! Every month, our mystery shoppers visit thousands of retail stores and hospitality venues. From all these visits, we select the most remarkable, customer-friendly, or inspiring experience. This month, TILTIL on Nachtegaalstraat in Utrecht stood out as a store where personal attention, extensive service, and a relaxed atmosphere resulted in a perfect 100% score.

A shopping experience where attention came first, resulting in a 100% score

At Things I Like Things I Love on Nachtegaalstraat in Utrecht, the visit was not just about finding a product, but especially about the way the mystery shopper was supported throughout the entire process. Our mystery shopper said: “The employees were incredibly friendly. They had a very open attitude and spent a lot of time helping me. That made the entire shopping experience really enjoyable.”

During the conversation, the employee actively asked questions about the occasion, colour preferences, and materials. They did not only think along about the product itself, but also about how it would be used. “We talked about the occasion for the product, the colour, and the material. For example, she recommended spraying the material to protect it from damage.”

The result was a shopping experience that perfectly matched the customer’s wishes: “Open, approachable, and friendly. Exactly how you would want to be helped in a store.”

A surprising result

Store Manager Maxime Leañez has been working at TILTIL Utrecht since October. When the new mystery shopping report came in, she initially thought something was wrong. “I saw the score and thought: is this a mistake? I had never heard of anyone achieving such a score before.”

Only after receiving emails from colleagues and taking a closer look at the report did she realise it was her own visit. “Eventually, I recognised the customer and what she had bought. I had no idea it had been a mystery shopper. That actually made it even more fun.”

According to Maxime, the strength of the store lies mainly in the relaxed way customers are helped. “Here, we really take the time to help people thoroughly. It’s especially fun when someone comes in for a mug and leaves with an entire dinnerware set. Most importantly, we want customers to feel welcome.”

A store customers intentionally visit

Maxime also tells us that the location of the store plays a role. While other branches receive many tourists and day visitors, customers here often come very intentionally. “We have many regular customers here whom I recognise, and who recognise me as well.” That creates a different dynamic on the shop floor. “Some customers easily spend one and a half to two hours here trying on outfits together or looking for something for a special occasion.”

According to Maxime, it is exactly that time and attention that make the difference. “In many stores, there is a strong focus on speed, while we are actually encouraged to take time for customers. That allows you to truly build a connection.”

Awareness that motivates the team

Maxime sees mystery shopping as a valuable tool for the entire team. “It really creates awareness. Not only for managers, but also for employees.”

All reports are shared within the team and actively discussed. Maxime also looks at which employee helped the customer and reviews the outcomes together. “For example, I ask: do you recognise yourself in this? Or do you see any areas for improvement?”

According to her, both positive and less positive results motivate the team:

“After a good report, everyone is energised again. But even with a lower score, employees start thinking about what they can improve.”

A great customer experience starts with your own team

A tip for other stores? A great customer experience ultimately starts with the team itself. Maxime: “I think the most important thing is that employees feel comfortable in the store. If your team is strong and there is a positive atmosphere, customers will feel that too.”

She notices this atmosphere reflected in the regular customers who love to come back. “I genuinely feel that customers enjoy being here.” In addition, it remains important to understand what a customer needs. “One person wants to quietly look around with earbuds in and only a nod. Another wants lots of attention, advice, and compliments. You have to be able to sense that.”

A well-deserved award

Things I Like Things I Love Utrecht shows that a strong customer experience starts with genuine attention, a relaxed atmosphere, and employees who truly take the time for their customers.

Congratulations to Maxime and the entire TILTIL Utrecht team on this well-deserved Experience of the Month Award! 🎉