Ocado has won this quarter's Star Order award for shopping excellence, taking the crown from WaitroseDeliver. Our Ocado shopper said it was easy to find all the items on the Ocado website. With a delivery time-slot between 11 and 12, the van arrived at 11.05am and the driver was well-mannered and informative. Although Ocado was by far the most expensive and used 10 bags, they were all carefully packed and there was only one substitution. The driver politely explained the reason for the substitution and impressed our shopper with his professional attitude. The receipt was clearly laid out without any unnecessary information or prices. Unlike Waitrose, Asda and Tesco, Ocado also has the advantage of delivering to one-hour slots. Ocado's win may surprise some people. It was only a few weeks ago when The Grocer reported on multiple technical failures at the company's Hatfield depot, which resulted in late deliveries and missing goods. However, Ocado was quick to provide customers with money-off vouchers and swiftly turned the situation around. As our results indicate, all is back to normal at the Hatfield depot. "We have experienced massive demand for our service. Our fulfilment centre has a high level of sophisticated automation, which has recently gone through a series of upgrades to help satisfy the demand we are enjoying," said Mark Bentley, head of customer services at Ocado. "As with many physical infrastructure changes, we have had some challenging moments through the implementation, which resulted in some difficult operational days. These problems have been ironed out and we are operating in the normal way," Ocado prided itself on the customer service that was provided by the delivery drivers, he added, and the customer support provided by its call centre agents. "We have no physical shop, which means our business is totally online. This also means we can, and do, put all our effort into improving the service levels we provide to our customers. Winning The Grocer 33 is a fantastic reflection of the efforts of the whole team."