Tesco came out on top this week with a good all-round performance, while guest retailer Iceland languished in last place as our stores struggled for availability on this Friday evening shop.
Our shopper reported an “enjoyable” experience at the “bright and cheerful” Tesco in Cupar, with gaps on shelves quickly filled by the “friendly and welcoming” staff. Three lines were not stocked.
There was just one point separating Morrisons and Asda, with both supermarkets having 31 lines available. Customer service and an unrushed checkout saved the day at the Canvey Island Morrisons, which our shopper found to be “very untidy”, particularly in the freezer aisle.
Asda in Reading felt “generally scruffy and tired” to our shopper, but she found staff interactions to be positive.
Sainsbury’s in Sutton, which had one out-of-stock item and three not stocked, lost marks with our shopper after she encountered a broken travelator with no warning sign and cluttered aisles as staff restocked.
Our shopper was “underwhelmed” by Waitrose’s Bournemouth store. One line was out of stock and three were not stocked, with staff difficult to find, not attentive and “fairly noncommittal” when helping track down products.
A limited selection and poor availability hampered Iceland in Stoke-on-Trent, with one line out of stock and another five not stocked. However, it was the rude staff that really disappointed our mystery shopper, with one described as “morose” and the till assistant as “surly and unfriendly”.
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