The battle for the top store award intensified this week. Three retailers had strong availability, but Waitrose in Eldon Square, Newcastle upon Tyne, was the only retailer to entirely satisfy our shopper. The store was neat and tidy-looking and boasted full shelves. A friendly checkout assistant packed our shopper's bags without asking.
Morrisons' Poynton branch also impressed. Our shopper described one assistant as an "excellent salesman" because he suggested scones filled with cream as an alternative to the fruit scones that were not stocked. However, the store was let down by an assistant on the cigarette counter, who was rude.
Tesco in Burton upon Trent offered a full basket, staff around the aisles were helpful and there was no queue. However, our shopper was mistakenly charged for clementines instead of the oranges and packing trolleys cluttered a number of aisles.
Two out-of-stock items let Sainsbury's in Beaconsfield down. However, the items were easy to find and staff escorted our shopper to several of them. Plenty of tills were open and a friendly checkout assistant efficiently scanned the items and offered to pack.
Asda in Highbridge had one out-of-stock item. Our shopper enjoyed the atmosphere, however, as staff were dressed in their pyjamas in aid of Children in Need. Plenty of tills were open and the checkout assistant was friendly.
Winner: Stacey Stump, store manager, Waitrose, Eldon Square, Newcastle
Why are you currently managing two branches? I have been spending my time recently at both Eldon Square and Ponteland, which recently opened. This is because the Ponteland branch used to be a Somerfield and its former managers are currently being trained the Waitrose way. It is only a temporary measure, though, and I will soon go back to managing just the Eldon Square store.
Our shopper liked your fresh counters. How are they faring? We have received huge interest in the counters since we opened last year, particularly the meat and fish ones. Customers like to take advantage of our deals such as the catch of the day fish lines. Our dry aged beef is one of our bestsellers on the meat counter.
Tell me about the latest addition to your store. We have just launched a home delivery service in response to customer feedback. I think our shoppers will really take to it because we do not have our own car park here and, as we are located in the city centre, many of our shoppers use public transport. The service enables customers to do their shopping, book a delivery slot and get their purchases sent home at least an hour after they place an order.
What Christmas shopping trends have you noticed so far? Customers are buying cakes, biscuits and mince pies in preparation for the festive period. One item that has flown off the shelves is a Marmite gift jar, which is made from stoneware.
If you could change one thing about your store, what would it be? If I had a magic wand, I would like to introduce an online service to the store. We do not have one at the moment because we do not have enough room, but we will be assessing how the home delivery service goes in the store before we consider launching it. I would also like to have a car park outside. That way more shoppers would come here to do a larger shop.
Tell me about the competition in your area. We have an M&S and a Fenwick department store food hall nearby. They compete in different ways to my store, but I think our main point of difference is the wide variety of choice we offer and our customer service.
Morrisons' Poynton branch also impressed. Our shopper described one assistant as an "excellent salesman" because he suggested scones filled with cream as an alternative to the fruit scones that were not stocked. However, the store was let down by an assistant on the cigarette counter, who was rude.
Tesco in Burton upon Trent offered a full basket, staff around the aisles were helpful and there was no queue. However, our shopper was mistakenly charged for clementines instead of the oranges and packing trolleys cluttered a number of aisles.
Two out-of-stock items let Sainsbury's in Beaconsfield down. However, the items were easy to find and staff escorted our shopper to several of them. Plenty of tills were open and a friendly checkout assistant efficiently scanned the items and offered to pack.
Asda in Highbridge had one out-of-stock item. Our shopper enjoyed the atmosphere, however, as staff were dressed in their pyjamas in aid of Children in Need. Plenty of tills were open and the checkout assistant was friendly.
Winner: Stacey Stump, store manager, Waitrose, Eldon Square, Newcastle
Why are you currently managing two branches? I have been spending my time recently at both Eldon Square and Ponteland, which recently opened. This is because the Ponteland branch used to be a Somerfield and its former managers are currently being trained the Waitrose way. It is only a temporary measure, though, and I will soon go back to managing just the Eldon Square store.
Our shopper liked your fresh counters. How are they faring? We have received huge interest in the counters since we opened last year, particularly the meat and fish ones. Customers like to take advantage of our deals such as the catch of the day fish lines. Our dry aged beef is one of our bestsellers on the meat counter.
Tell me about the latest addition to your store. We have just launched a home delivery service in response to customer feedback. I think our shoppers will really take to it because we do not have our own car park here and, as we are located in the city centre, many of our shoppers use public transport. The service enables customers to do their shopping, book a delivery slot and get their purchases sent home at least an hour after they place an order.
What Christmas shopping trends have you noticed so far? Customers are buying cakes, biscuits and mince pies in preparation for the festive period. One item that has flown off the shelves is a Marmite gift jar, which is made from stoneware.
If you could change one thing about your store, what would it be? If I had a magic wand, I would like to introduce an online service to the store. We do not have one at the moment because we do not have enough room, but we will be assessing how the home delivery service goes in the store before we consider launching it. I would also like to have a car park outside. That way more shoppers would come here to do a larger shop.
Tell me about the competition in your area. We have an M&S and a Fenwick department store food hall nearby. They compete in different ways to my store, but I think our main point of difference is the wide variety of choice we offer and our customer service.
No comments yet