Asda came first in this week’s Online 33 with a staggering 98 points.
Our shopper was “very satisfied” with the speed of the online order, the quality, prices and shelf-life of the goods, and the substitutions.
Asda’s main strength was the intuitive layout and powerful search function of its website.
The “very friendly” delivery driver also pointed out which items were frozen, listed the substitutes and checked our shopper was satisfied.
Tesco came second with 92 points. Its website was “very intuitive” but a little slow to use.
The delivery was smooth and without problems. The driver offered to bring the shopping to the kitchen or to the doorstep.
However, the £7 delivery charge – the highest of all the supermarkets – was considered “excessive” by our shopper.
Third place was shared by Sainsbury’s, Waitrose and Ocado on 89 points.
Sainsbury’s site was straightforward, with pages that loaded quickly and a straightforward checkout experience.
The delivery driver arrived promptly and was “very friendly”. She was aware our shopper was a new customer.
Our shopper was not rushed, and the driver was happy to let our shopper take the baskets into the kitchen to empty and return them. However, the driver did not mention the substitution or the short date on the bread rolls.
The Ocado shop was “quick and efficient” with an extremely intuitive website. The order took our shopper less than 30 minutes. The driver was pleasant and friendly and the goods were in perfect condition.
It took our shopper more than 45 minutes to order via Waitrose. The website scored the lowest of all shops this week – our shopper disliked how not all product categories were shown automatically. The images were “rather small” and promotions did not stand out.
The driver arrived promptly in the middle of the delivery slot, and was smartly dressed in Waitrose uniform. He was polite and did not rush our shopper.
Amazon was fourth with 86 points. It took our shopper less than 25 minutes to order, thanks to an excellent website.
The driver arrived on time for the delivery. Only 30 items were delivered as two items were unavailable, although adequate alternatives were offered and accepted by our shopper.
Morrisons came last with an acceptable score of 78.
The registration process was quick and easy and the search was effective. Pages loaded fast and checkout was simple.
The driver was unable to provide a paper receipt. However, they took the time to explain how the online process worked and told our shopper where to find the receipt online.
Every item ordered was available with no substitutions.
No comments yet