First place this week went to Waitrose, with excellent scores across service and store standards.
The Altrincham store scored 83 points, with our shopper describing the shop as an “excellent experience”.
The store scored full marks for shop floor service: on all occasions our shopper asked for help “staff were super helpful, friendly and engaged”.
Staff were also easy to find. On three out of four occasions, our shopper could locate a staff member within the same aisle.
Queues were well managed for the checkout. Our shopper had to wait two or three minutes but there was a staff member directing customers to shorter queues.
Store standards were strong with no obstructions or spills, and excellent first impressions.
The biggest letdown was on availability. Waitrose had one item out of stock and three not stocked.
Sainsbury’s Wrexham came in second place with 72 points, scoring well in service but falling behind on store standards.
Staff were helpful, consulting online to see if an item was stocked. Till service was strong, and there was good till management.
However, our shopper did not see many shop floor staff, and had to walk for several aisles to find an assistant.
Our shopper did not have strong positive first impressions, and the store standards were good but not excellent.
The store was “well stocked, especially fruit & veg and all the end of aisle shelves fully loaded”. There was one particularly attractive end of aisle display of Lindt chocolate.
Trailing in third place was Morrisons Ealing Broadway. The store scored 49 points, with decent shop floor service but a poor car park and a checkout experience was lacking.
Staff were “helpful and willing to assist”, and were happy to show our shopper where items were, and to check for items that were unavailable.
Checkout service was good, but the checkouts were poorly managed: “They were clearly too busy as the queue was too long.” Our shopper had to queue for six or seven minutes.
The car park was “poorly maintained” with no supervision present. One of the car park payment machines was out of service and the other would only take cash. The issue caused “considerable delays”.
Close behind Morrisons was Asda Lincoln, with 46 points. The store scored poorly on shop floor service and store standards.
The store also scored badly on availability. Four items were out of stock and four not stocked.
There were several unmanned stacking trolleys left in the aisle that “didn’t seem to be serving any purpose”. There was also litter on the floor in the cereal aisle.
Staff did not offer to check for items that were out of stock. Staff were “polite but perhaps a bit unfriendly”.
Last place went to Tesco, with 39 points. The Dereham store scored very poorly in store standards and car park, but scored fairly well in availability.
Two items were out of stock and one was not stocked.
The car park was “very busy” and was poorly managed with long queue on exit and entry.
Inside the store, there seemed to be “a lot of restocking from staff” creating obstructions.
The promotional displays were not appealing.
There were plenty of staff on the floor. However, one was not very helpful and told our shopper he didn’t know where an item was, whereas another assistant was very helpful.
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