Tesco Ellon claimed the top spot this week with an impressive score of 80 out 100.
Staff were “largely fab”: the store excelled on service and checkouts. Staff were happy to check the stockroom for items. One assistant was “very smiley and happy to help”. Another informed our shopper about a missing item and suggested alternatives. He was “very friendly and helpful”.
The store scored full marks for its car park, which was “tidy with no litter”: “all in all an easy experience.”
Second place went to Morrisons Acocks Green, which scored 72 points thanks to a “smooth shopping experience”. The store did well on service and availability but fell short on checkout experience. “There were lots of shop members on the floor who were very busy restocking… they were easily available to ask questions.”
Staff were well presented and were considerate of customers while restocking, though our shopper had to wait four to five minutes to be served at the checkout.
Next up was Waitrose Wimbledon, with 70 points. “This was a very easy shop from beginning to end,” said our shopper. “The store was clean, tidy and well-organised.”
The store did well on service but very poorly on availability.
Staff were helpful and found other staff members if they did not immediately know the answer to a question. They were considerate of customers when restocking. Availability was poor, with one item out of stock and six not stocked.
Fourth place went to Sainsbury’s Bridgnorth with 68 points. The store did very well on availability and had decent service, but with poor store standards. Everything was “easy to find” and the store was a “pleasure to shop in”.
Availability was very good, with no items out of stock and one not stocked.
Staff were present and “very helpful”. The store assistant was “very polite” and chatty, and waited for our shopper to be ready before starting to scan.
A number of trolleys were being unpacked, a number of which were unattended.
Next was Asda with 51 points. Its Dewsbury store had poor store standards and a very poor checkout experience, avoiding last place through acceptable service scores and an adequate store layout.
Our shopper’s first impression was not good. The entrance was untidy: “Leaves and receipts had blown in so the entrance carpet looked littered.”
There were not a huge number of staff on the floor, but staff were helpful when found.
There was a mistake on the receipt and a long queue at the till: our shopper had to wait six to seven minutes to be served.
Last place went to Iceland Chippenham with just 31 points. Our shopper felt “overall this was a pretty poor experience” with customer service “really lacking”.
The store had a “messy” feel with a poor layout: the aisles were generally wide enough but promotional items in baskets blocked certain freezers. “I did not find the layout very intuitive at all,” said our shopper.
Our shopper’s first encounter with staff was an assistant sat on stacked products swinging their legs, who jumped down on seeing a customer come in.
Initially no staff were present at the tills. The checkout assistant continued a conversation with a colleague while scanning our shopper’s shopping. No acknowledgement of our shopper was made other than to ask if she needed a parking voucher.
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