Entries are judged on the type of retail place in order to reflect customer expectations and reduce the importance of having large service charge budgets to achieve excellence. 

Choose one of our six different categories and our mystery shoppers will provide you with a report tailored on delivering the right service for your shoppers.



This category covers shopping places likely to be and/or have:

  • Convenience/needs based
  • A lower customer spend
  • Frequent customers/visits
  • 2 hours or less dwell time
  • Retail mix tailored to local community and catchment
  • Likely to be under 500,000 sq. ft



This category covers shopping places likely to be and/or have:

  • Stand alone
  • A quality restaurants and leisure offering
  • At least 2 anchor stores
  • Infrequent customers/visits
  • 4 hours+ dwell time
  • Wide catchment
  • Likely to be 1 million sq. ft +



This category covers shopping places likely to be and/or have:

  • The focus of retail of a town or city
  • The dominant asset in a top 50 town
  • At least 1 anchor store
  • Weekly or monthly customer visits
  • 2 - 4 hours dwell time
  • Some food, beverage and leisure offering
  • Likely to be 500,000 - 1 million sq. ft

Retail Place.

This category covers retail places that are likely to be and/or may have:

  • Uncovered
  • Out of town
  • Stand alone
  • Big box units
  • Specialised scheme (such as Outlet Mall or Transport Hub)

Leisure Place.

This category covers leisure schemes that are likely to be and/or have:

  • Almost exclusively a leisure/entertainment destination
  • Often complemented with a F&B offer 

ACE Stars.

After completing your submission in one of the main categories, you will be able to submit ACE Star nominations. There is no limit on the number of ACE Stars you can enter and nominees will be judged in their own entity. Your nominees must be in a customer facing role or they could be awarded 0. Please ensure you read the terms and conditions and awards entry guide for further information.

A shortlist of the top 25 scoring ACE Star nominees will be taken forward and further rotas will be required by the beginning of January. All nominees must be made aware that they could be filmed during the second round. 

2019 ACE Star winners included concierge, security and cleaners.


Top ACE. 

The 'Top ACE' will be awarded to the best of the best, drawn from our winners across the main categories. 


Top Scorers.
We’ll be awarding the owner, managing agent and service supplier who enter five or more entries and score the highest average throughout entries. If you own and manage your retail destination, you are eligible to win both.