A chatty and knowledgable delivery driver plus strong availability and a well designed website has made Tesco this quarter's G33 online winner.
Tesco's green credentials were also impressive as it remained the only retailer to offer delivery in crates rather than carriers, and used just one bag for the frozen items compared with the last quarter's three. Our shopper, who was using the service for the first time, said the driver told her everything she needed to know about it.
An uncommunicative driver and the use of 10 bags let Ocado's service down, although availability was strong. Our shopper also received a free copy of The Times and a clothing catalogue with the order, and was sent two texts reminding her of the delivery time.
Waitrose's driver told our shopper there were no substitutions, but she received organic chicken breasts when she ordered standard. The delivery was on time and the site was easy to use, however.
Our Asda shopper received two incorrect items with his order and the prices of the bananas, grapes, pears, mushrooms, Walkers crisps and Herbal Essences shampoo were different on the site to the receipt. It also used 10 bags.
Sainsbury's, which used seven bags, fared the worst on availability, but our shopper was happy with her substitutes. The driver was on time and the items were easy to find on the site.
Star order: Tesco, West Lothian, Scotland
Tesco's G33 online victory was down to the retailer giving customers what they wanted, said Tesco.com operations director Barney Burgess.
"We are always improving the site where we can. Customers have told us they are the most satisfied they have ever been with the service."
One example of how the service has developed is the launch of its Shorter Than We'd Like initiative, earlier this year, to highlight to shoppers items that are delivered with a short use-by date.
"Say we pick a bagged salad. We would try to deliver one that has a longer shelf life, but if that is not possible, and we offer one with just a day left to eat it, our drivers will tell shoppers at their doors and offer a refund."
Burgess added that Tesco's Cheaper Alternatives campaign had continued to perform well and almost half of its online shoppers had used the service.
"They really appreciate our efforts to help their budgets," he said.
Tesco's green credentials were also impressive as it remained the only retailer to offer delivery in crates rather than carriers, and used just one bag for the frozen items compared with the last quarter's three. Our shopper, who was using the service for the first time, said the driver told her everything she needed to know about it.
An uncommunicative driver and the use of 10 bags let Ocado's service down, although availability was strong. Our shopper also received a free copy of The Times and a clothing catalogue with the order, and was sent two texts reminding her of the delivery time.
Waitrose's driver told our shopper there were no substitutions, but she received organic chicken breasts when she ordered standard. The delivery was on time and the site was easy to use, however.
Our Asda shopper received two incorrect items with his order and the prices of the bananas, grapes, pears, mushrooms, Walkers crisps and Herbal Essences shampoo were different on the site to the receipt. It also used 10 bags.
Sainsbury's, which used seven bags, fared the worst on availability, but our shopper was happy with her substitutes. The driver was on time and the items were easy to find on the site.
Star order: Tesco, West Lothian, Scotland
Tesco's G33 online victory was down to the retailer giving customers what they wanted, said Tesco.com operations director Barney Burgess.
"We are always improving the site where we can. Customers have told us they are the most satisfied they have ever been with the service."
One example of how the service has developed is the launch of its Shorter Than We'd Like initiative, earlier this year, to highlight to shoppers items that are delivered with a short use-by date.
"Say we pick a bagged salad. We would try to deliver one that has a longer shelf life, but if that is not possible, and we offer one with just a day left to eat it, our drivers will tell shoppers at their doors and offer a refund."
Burgess added that Tesco's Cheaper Alternatives campaign had continued to perform well and almost half of its online shoppers had used the service.
"They really appreciate our efforts to help their budgets," he said.
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