Twitter social media

Sir: Out of stocks are a regrettable shopper fact of life accompanying, in particular, deep-cut promotions. The Grocer quoting social media comment to pick up on issues is a very refreshing trend (‘Waitrose blames new year offers for availability woes,’ 17 January). Many people now resort to social media to get their views heard, simply because they believe, often quite rightly, that this is the best way to get a grievance aired, and acted on. 

The issue you raise is not just a blip but part of a continuing, and seemingly worsening, saga. Waitrose can look to shopper loyalty challenges if it does not get a handle on this rapidly. 

Colin Harper, CEO RetailVitalStatistics