You do not win this award five years in a row through luck. Sainsbury’s has instilled the highest levels of service and store standards throughout its organisation, evidenced by yet another win in this category by a comfortable margin, winning 19 weeks, double that of its nearest rival.
Remarks from the mystery shoppers tell the story. Shopping trips were “calm and uneventful”, staff were “discreet and efficient”, aisles were “wide and easy to navigate” and the layout “intuitive”. In short, Sainsbury’s are doing the little things that matter to customers very well indeed, and doing them consistently.
In second place Tesco won 12 weeks, Waitrose won 11 weeks, a big improvement on last year when it won just six, and Morrisons won eight. But although Asda is dominant on price, it won just one week for service, a new low and a reminder for CEO Sean Clarke of the work still to be done in store.
No comments yet