The relationship between Manchester's Burnage branch of Tesco and its local residents has been a regular source of controversy for local papers, but its family values have helped it win this week's Top Store award. The 55,000 sq ft store opened in September 2005 amid a furore of protests from local businesses that felt threatened by the retailer's potential dominance of the local market. However, Tesco has worked hard to regenerate the neighbourhood by providing employment for local families. "There is an area of land adjacent to the store that was meant for Tesco business," added store manager, Simon Renwick. "But we have been working with the local council to regenerate the area and it has been ruled that the land can only be used to house services such as independent retailers and new residences." The offer has also won shoppers over. Our shopper found a vast range of special offers in-store and an extensive display of ethnic whole foods. The staff were welcoming and he didn't have to queue at the checkout. The store's location between the low-income catchment of Moss Side and the wealthier Didsbury area is reflected in our data from CACI. Twenty-eight per cent of the catchment area fall into the 'urban prosperity' category and 26% of residents are described as being hard-pressed.



Q&A with Simon Renwick Manager of the week


 


What sets your store ahead of nearby competitors? People enjoy themselves when they come here. Our recent Viewpoint data, which measures staff morale, smashed our target. This is reflected in our great customer service. There are many families working here. We have brothers working with sisters, mothers and fathers. It creates a family atmosphere and enhances our position in the local community. Our checkout staff are vigorous and at the forefront of our customer interaction. Your store generated controversy on its opening and more recently for light pollution. What role does your store now have in the community? It has been challenging but I have taken positive steps to listen and understand the needs of the community. We have recently installed special blinds to help block light from the store windows on to the residential street. No other stores have done this in Manchester as far as I know. I also attend community meetings with the local council. This is a young store and I aim to stay proactive. The key message is for people to enjoy their shopping experience. What products are selling particularly well at the moment? Our non-food range is doing very well. Customers have realised they don't have to travel into central Manchester to buy clothes and electronic goods. Our clothing department is especially strong and has increased considerably compared with last year. I put it down to the clothing styles achieving customer confidence, especially with women and children. How green is your store? Obviously we have the Green Clubcard activity in place but I've been working with Greater Manchester Council to develop recycling in this community. Initially the council restricted the number of recycling units we could have but I requested more and they soon saw the benefits. Now we have a full complement of units and have hosted a recycling event for a local school.


 


Asda Bridgwater, Somerset


1 - This Asda store did not stock the 170g pack of Bernard Matthews turkey ham, only the 340g size. It was out of stock of Bells whisky. The store was busy, but staff were friendly, helpful and did their best to prevent congestion in the aisles. A greeter welcomed our shopper into the store and broadcasted special offers on the tannoy. We visited on 13 April at 11.45pm. Our shop lasted one hour and 18 minutes. Time spent at the checkout was one minute 30 seconds.


 


Morrisons Cardiff Bay, Cardiff


0 - Although this Morrisons outlet provided a full basket and the aisles were tidy, our shopper noticed the grapes and parsnips were of poor quality. Of the 24 tills, only nine were open and the conveyor belt on our shopper's checkout was not working. Our shopper was not told it was broken until all of her goods were unloaded. We visited on 13 April at 11.40am. Our shop lasted fifty seven minutes. Time spent at the checkout was nine minutes.


 


Sainsbury's High Wycombe, Bucks


2 - This Sainsbury's branch had sold out of the iceberg lettuce and Ambrosia creamed rice and Birds Eye Chicken Dippers although the assistants did make an effort to leave their shelf-filling to check the stockroom. There was a variety of special offers available across the store, however only nine of the 16 tills were operating. We visited on 13 April at 11.25am. Our shop lasted 55 minutes. Time spent at the checkout was five minutes.


 


Somerfield Mexborough, South Yorkshire


1 - Only the Aquafresh toothpaste was out of stock at this Somerfield store. The aisles were wide enough to cope with the re-stocking and an assistant cheerily left her task to guide our shopper to a product. There were only two of seven checkouts open on a quiet morning, but no help was offered to pack bags. We visited on 13 April at 9.06am. Our shop lasted 45 minutes. Time spent at the checkout was three minutes.


 


Tesco Burnage, Manchester


2 - This week's winner had sold out of Philadelphia cheese and Birds Eye peas. Our shopper noticed seven of the items had special offers including a bogof for Tetley tea bags. The displays were enticing and there were competititive deals across the store. The assistants were helpful and 16 of the 20 checkouts were open. We visited on 13 April at 1.50pm. Our shop lasted 49 minutes. Time spent at the checkout was two minutes and 30 seconds.


 


Waitrose West Ealing, London


1 - This busy West London Waitrose store was out of stock on the double-packs of the Kleenex for Men tissues. Our shopper said the store was tidy and well-merchandised but only six of the 13 tills were open and no help was offered to pack her bags. We visited on 13 April at 1.45pm. Our shop lasted 45 minutes. Time spent at the checkout was five minutes. %.


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