Sainsbury has upgraded its consumer website following research that showed its online shoppers want a quicker ordering process.
The improvements include the ability for shoppers to look back at previous orders and the easier identification of offers.
Chief executive Justin King is prioritising capital spend on customer-facing improvements, said Toby Anderson, head of Sainsbury’s Online.
“The speed of placing orders is vital,” he said. “Our shoppers want more convenience. They want the order done in 20-25 minutes so they can rush back to their kids or whatever else
they are doing.” The upgrade is the first in two and a half years, added Anderson. “We have done a lot of work to take cost out but have not focused on operational issues, such as giving our colleagues the tools to deliver the right service and improving service for the customer.”
Sainsbury is also testing satellite navigation for Sainsbury’s to You drivers to speed up deliveries. Last month it launched one-hour delivery slots in a further 60 stores following successful tests in seven, with the promise of £10 off if drivers are late.
Anderson said customer feedback had been positive and the reimbursement figure was “broadly in line with forecasts”.
This year Sainsbury closed its Park Royal picking site to focus on store-based picking and ended its relationship with Ryder, transferring 400 staff to Sainsbury. “Delivery was our only interaction with the customer. The drivers are now Sainsbury employees and feel part of the team,” said Anderson.
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