GEM Awards 2026 Shortlist Revealed

Businesses across Lincoln BIG boundary are celebrating after being shortlisted for the 2026 GEM Awards, recognising those delivering exceptional customer service and visitor experiences.

Organised by Lincoln BIG, the GEM (Going the Extra Mile) Awards celebrate the businesses, venues and individuals who consistently go above and beyond for their customers. From retailers and restaurants to cafés, attractions, hotels and service providers, the awards shine a spotlight on the people who make Lincoln a welcoming and vibrant destination.

This year's finalists were selected following an independent mystery shopping programme delivered by Proinsight, one of the UK's leading customer experience specialists.

Rather than relying solely on nominations, every shortlisted business was anonymously visited and assessed by trained mystery shoppers. These visits took place over several months, with each business measured against a consistent set of criteria to ensure a fair and impartial judging process.

Mystery shoppers assessed every stage of the customer journey, including:

• First impressions and presentation.
• Friendliness, professionalism and product knowledge of staff.
• Quality of customer service and customer interactions.
• Overall customer experience.
• Whether staff went the extra mile to create a memorable visit.

Each visit resulted in a detailed report and score, allowing businesses to be benchmarked against the same high standards. The independent assessment ensures the awards recognise genuine excellence in customer service and consistently outstanding customer experiences.

The standard of entries this year was exceptionally high, making the judging process more competitive than ever.

2026 GEM Awards Shortlist

Accommodation

• The White Hart Hotel
• DoubleTree by Hilton Lincoln
• The Rest Hotel

Bar, Pub and Club

• Carousel
• Joiners Arms
• Duke William Hotel

Café

• Bells Tea Room
• Cathedral Café
• Churchills

Experience and Attraction

• Game Saints
• Stokes Barista Training Academy
• Lincoln Visitor Information Centre

Professional and Advisory Services

• Skipton Building Society
• Nationwide
• Fusion Security Services at The Drill

National Restaurant

• ASK Italian
• Marco Pierre White Steakhouse Bar & Grill
• Prezzo

National Retailer

• Lush
• O2
• Phase Eight

Independent Restaurant

• Antlers
• The Pale
• Dough Loco

Beauty and Wellness

• Aquitaine Luxury Spa at The White Hart Hotel
• Dixons Opticians
• Boots Opticians

Independent Retailer

• Lincoln Emporium
• Corvò Menswear
• Top to Tail

Being shortlisted is a significant achievement, reflecting each business's commitment to customer service, teamwork and creating memorable experiences for residents and visitors alike.

The winners will be announced at the GEM Awards in October during a free celebration evening, bringing together businesses from across the city to recognise and celebrate the very best in customer excellence.

Lincoln BIG would like to congratulate every shortlisted business and thank everyone who took part in this year's awards. We look forward to celebrating with all our finalists in October and recognising the businesses that continue to go the extra mile for everyone who visits Lincoln.