>>Smooth ORDERING; FULL DELIVERY
For the second online shop in succession Tesco has left its rivals in its wake. If the world of online retailing is not to follow the same route as the supermarket industry, the other leading grocers have a great deal of work to do. Both availability and service need to improve, says Ronan Hegarty
Ordered: 12.10.05 Delivered: 15.10.05
Time taken: 50 mins
Location: Coventry
Number of items delivered: 33
Out of stocks: 0
Substitutions: 0
Delivery charge: £5.99
Total Paid: £42.98Tesco’s online operation picked up the Star Order award for the second time in a row and, with the exception of online specialist Ocado, it was a long way ahead of its competition.
Just as in our summer survey in July, Tesco was the only online retailer to deliver a full basket exactly as ordered by our shopper.
Indeed, our shopper in Coventry was full of praise for the service from start to finish. This was his first time using Tesco for online shopping, although he has used some of its rivals in the past.
He described the site as very easy to use and move around. He said the search engine was always quick to find the exact product that he was looking for.
The only issue he had throughout the process was that he said he would prefer to be offered a narrower window for his shopping to be delivered than the two hours given by Tesco.
Despite this, his order did arrive comfortably in the middle of the specified delivery slot, unlike that of our Waitrose and Sainsbury shoppers whose orders arrived five minutes and an hour late respectively.
He also made use of the facility on the web site that allows customers to add extra details regarding addresses that might be difficult for the driver to find.
As it was his first time using Tesco’s internet service, the friendly driver took his time explaining what to do if he discovered any problems or had any queries regarding the delivery.
Our shopper spotted a 50% extra free offer on Wall’s Viennetta that was not flagged up when he made the order.
There was also a two-for-59p deal on Batchelors Super Noodles, a two-for-£1.80 promotion on packs of Kit Kat and a two-for-£5 offer on cartons of Mars Celebrations.
For the second online shop in succession Tesco has left its rivals in its wake. If the world of online retailing is not to follow the same route as the supermarket industry, the other leading grocers have a great deal of work to do. Both availability and service need to improve, says Ronan Hegarty
Ordered: 12.10.05 Delivered: 15.10.05
Time taken: 50 mins
Location: Coventry
Number of items delivered: 33
Out of stocks: 0
Substitutions: 0
Delivery charge: £5.99
Total Paid: £42.98Tesco’s online operation picked up the Star Order award for the second time in a row and, with the exception of online specialist Ocado, it was a long way ahead of its competition.
Just as in our summer survey in July, Tesco was the only online retailer to deliver a full basket exactly as ordered by our shopper.
Indeed, our shopper in Coventry was full of praise for the service from start to finish. This was his first time using Tesco for online shopping, although he has used some of its rivals in the past.
He described the site as very easy to use and move around. He said the search engine was always quick to find the exact product that he was looking for.
The only issue he had throughout the process was that he said he would prefer to be offered a narrower window for his shopping to be delivered than the two hours given by Tesco.
Despite this, his order did arrive comfortably in the middle of the specified delivery slot, unlike that of our Waitrose and Sainsbury shoppers whose orders arrived five minutes and an hour late respectively.
He also made use of the facility on the web site that allows customers to add extra details regarding addresses that might be difficult for the driver to find.
As it was his first time using Tesco’s internet service, the friendly driver took his time explaining what to do if he discovered any problems or had any queries regarding the delivery.
Our shopper spotted a 50% extra free offer on Wall’s Viennetta that was not flagged up when he made the order.
There was also a two-for-59p deal on Batchelors Super Noodles, a two-for-£1.80 promotion on packs of Kit Kat and a two-for-£5 offer on cartons of Mars Celebrations.
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