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Great service on the doorstep

Adrian Letts

Managing Director - Online
Welwyn Garden City, UK

19 Apr 2016

Adrian, Managing Director of Tesco’s online business, blogs about the work we’ve been doing to make Tesco’s grocery home shopping service as easy and as simple to use as possible.

Last week I was delighted to find out the Tesco store in Newmilns had won The Grocer 33 survey for our grocery home shopping service. In the words of The Grocer, the win was thanks to ‘a perfect score for website navigation and good availability’, as well as the ‘friendly delivery driver’ and items that arrived in ‘perfect condition’.

This really encapsulates the work we’ve been doing to make Tesco’s grocery home shopping service as easy and as simple to use as possible. From easy-to-use website navigation and one hour delivery slots, to the service our Customer Delivery Assistants provide on the doorstep. We know that how we interact with our customers at every stage in this process must be built around providing great service every time.

Take our Customer Delivery Assistants. They are the face of Tesco for our online customers. And they are the only Tesco colleagues who are invited into customers’ homes, so it’s vital that they are trusted to deliver the very best service every time.

When recruiting new Customer Delivery Assistants we look for great people first of all. We put a real focus on service skills, and everyone gets expert training and coaching in customer service on an ongoing basis. This helps our colleagues share ideas and helps everyone to improve.

We also really value feedback from our customers as we can use it to celebrate great service from our colleagues. It also helps reinforce the importance of the role they have in delivering a great experience for customers.

The competition in the online sector is growing all the time, but I believe the customer service we provide, our unrivalled product range and variety of fulfilment options will mean we continue to provide customers with a great service.

We know there is more to do, but it’s great to see the work we’ve been doing having an impact.

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