Mary Portas: Secret Shopper

Mary visits fashion chain Pilot's worst performing store, hoping she can turn it into a shoppers haven.

Mary Portas champions the shopper by addressing poor customer service in the "sofa superstores" sector.

Mary Portas champions the shopper by addressing poor customer service in the mobile telephone sector.

Mary turns her attention to real-estate agents and how she can stop them letting us down as we make the most important purchase of our lives.