All Customer service articles
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Analysis & FeaturesWhat do suppliers really think of retailers?
Advantage Group’s latest survey shows supplier satisfaction holding steady – but underneath that, AI creep, staff turnover and a drop in the number of experienced buyers are straining the relationship
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Grocer 33‘Intuitive’ Sainsbury’s is best supermarket in Guildford & Woking
The giant 71,228 sq ft Sainsbury’s store was this week’s biggest and it managed the only perfect score for availability
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NewsScotmid rolls out robot floor cleaners across 14 stores
The machines, called Gausium Phantas Pro, will work alongside the society’s cleaning teams, using smart navigation that allows them to move safely around stores while scrubbing different types of flooring
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Grocer 33Tesco Lincoln takes narrow win in a high-scoring week
Tesco excelled in every area, but our shopper singled out ‘the nice, wide aisles’ that made the store ‘easy to navigate’
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Grocer 33‘Excellent’ standards earn Preston Waitrose the win
Our shopper was most impressed by the ‘availability and friendliness’ of the staff and the ‘well-presented’ food-to-go and specialist counters
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Grocer 33London Waitrose is best in ‘student special’ uni shop
Our shopper praised the ‘exquisite’ presentation at a Waitrose store that ‘feels grand and luxurious while still welcoming’
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NewsAsda completes rollout of 1.2 million ESLs across Express estate
The technology has replaced the manual task of swapping out over 120,000 paper price tickets per week
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Analysis & FeaturesWill the rise of the retail robots put off shoppers?
Retail robots are moving from warehouses to shop floors. Can they co-exist with shoppers and staff – and how will they affect the jobs market?
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Grocer 33Morrisons comes out on top in Lichfield and Tamworth supermarket battle
This week’s winner with 84 points was Morrisons, two miles to the south of Tamworth in the suburb of Wilnecote
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InterviewsRachel Eyre on building ‘a better version’ of Asda
Asda’s chief customer and digital officer is determined to bring back ‘Asdaness’ – boosting standards in stores and online while retaining its focus on price
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Grocer 33Asda’s happy and helpful staff carry it to Hereford victory
Asda’s 44,963 sq ft store picked up a score of 88, including maximum marks for accessibility, features and services, customer service, and tills and checkout
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Grocer 33Waitrose is New Forest’s best supermarket in a low-scoring week
Despite being the smallest of this week’s stores, Waitrose Lymington impressed with its bright and well-organised aisles
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NewsAsda to outsource 3,500 store cleaning roles
Asda said the move would give it ‘the cleanest stores in retail’. However, GMB labelled the proposals ‘detestable’
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Grocer 33Waitrose topples Ocado in Birmingham online shop battle
After two online wins in a row, Ocado was toppled by Waitrose, which posted an exceptional score of 96
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Comment & OpinionLidl’s scan & shop system works perfectly… I can’t believe it!
This is a discounter, with tighter margins to protect than Tesco, Sainsbury’s or Waitrose – and that’s what makes the experience so incongruous
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Grocer 33Tesco gets home advantage with Welwyn Hatfield win
Our shopper praised the winning store’s layout and was particularly taken by the number of trolleys that were “nice and clean”
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NewsAsda to launch ‘hyper-personalised’ loyalty missions in latest Rewards overhaul
Chief customer officer Rachel Eyre has made improving Asda Rewards a key aim of her customer strategy
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Grocer 33Morrisons is east London’s best for early Sunday shop
Morrisons on Silvertown Way was one of this week’s weaker performers on availability, with three items out of stock and one not stocked
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Grocer 33Asda lands its first win this Grocer 33 year with Weymouth store
Our shopper praised Asda’s staff, who were ‘always happy to help’ and provided detailed directions to products
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NewsAsda shakes up store staff working hours in bid to improve customer experience
Store staff will be expected to work flexibility across all areas of the store. Some will also be offered voluntary redundancy, according to proposals seen by The Grocer