Asda has cranked up online capacity to over one million weekly delivery slots, but service is excellent too if this week’s Online 33 is anything to go by.
Awarding a near perfect score of 96, our mystery shopper was “really happy” with this experience. The app was easy to use, products clearly labelled and easy to find, there were several delivery slots, and though one item was not available, and two further substitutions were made on the day, our shopper was happy with all. The driver also arrived on time and all items were in good condition.
Tesco scored 90 points in a shop that proved “very smooth”. Our shopper accepted three alternatives, though one item was not available. The driver was a highlight too. Arriving on time, he was friendly and helpful, waiting patiently as our shopper unloaded the crates (no carrier bags were given).
The M&S-Ocado partnership completed the podium with 85 points. The website was “easy to use” and there were lots of products flagged under the ‘value’, ‘everyday saver’ or ‘price lock’ promotions – which our shopper found a bit overwhelming.
In the end, they received 32 items as the San Pellegrino was not available. The driver arrived halfway through the allotted hour with notification of exact delivery an hour before.
Morrisons and Waitrose tied for fourth place with 81 points. The former’s website impressed with its easy navigation and search bar tools. The only downside was that promoted items always showed up first, which caused some confusion.
All 33 items were available, and most arrived in great condition – though one was close to its best-before date. The driver was helpful and patient.
Meanwhile, Waitrose scored highly on driver punctuality and service, as the driver took all health and safety precautions while helping our disabled shopper unload their shopping.
The website was quick to load and the basket conveniently separated items into different categories that helped keep track of the shop. The quality of the products (particularly fresh fruit & veg) was excellent.
However, it scored lowest on availability, as three of our items were not available (only two alternatives were accepted), and two replacements were made on delivery day.
Sainsbury’s scored just 76 points. It took our shopper nearly an hour to complete the shop due to issues with the two-step login system, and a less-than-straightforward searching process. Three items were not available, but our shopper was happy to accept the alternatives.
On the plus side, product information was useful, promotions were enticing and the delivery driver was friendly, helpful and handled the shopping with care.
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