In this brand new series, Mary Portas has changed sides - rather than helping businesses to maximise profits, she's now championing the shopper and battling to get the biggest chains to put customers first. Mary believes that the high street is cowering under a cloud of poor customer service and that the consumer has never had it so bad. By using the stealth weapon of secret shopping, she exposes shoddy customer service and uses the evidence to give company bosses a wake-up call. And, with the help of her covert cameras, she's planning to start a retail revolution. In this first programme, Mary turns her attentions to poor service in the 'fast fashion' sector - and needs a chain that's willing to let her show them how to give their shoppers the service they deserve. Up steps Chris George, MD of swiftly expanding fast fashion chain Pilot - but his disenchanted staff make it a difficult task.