Waitrose started 2025 strongly, with its “attractive” Newbury store the runaway winner with 85 points in the first mystery shop of the calendar year. The store is next in line for major renovation as part of Waitrose’s store investment plan, but already impressed our shopper with its “easy to navigate” layout and “inviting” counters.
The store appeared “clean”, “calm” and “fully stocked” – something our shopper found especially impressive due to the recent stormy weather. Partners were busy cleaning. However every single one was “kind”, courteous and went out of their way to help our shopper. It meant the store got top marks for customer service.
Overall, it was a “fabulous shopping experience all round”. The small blemish was availability, with two items out of stock.
In second, with 75 points, was Tesco’s Extra store in Batley, West Yorkshire. The score is entirely due to store standards and service, as availability was the worst of the week, although it’s likely the very snowy weather contributed to the five out-of-stocks.
Despite the “chaotic conditions” outside, inside the store was calm and clean. Our shopper thought the signage and January displays were “brilliant”, particularly the low & no drinks, but the “lovely” store colleagues were the real highlight of the visit. All appeared more than happy to take our shopper to the correct aisles or find out why items were not in stock. The only disappointment in terms of standards were empty soap dispensers in the toilet; otherwise our shopper thought it was “great”.
Asda’s performance in the Grocer 33 has improved of late, and its Park Royal store in London comfortably secured third place, with 70 points. Not only was it “lovely and clean”, it had the best availability of the week.
Our shopper thought the layout of the store was “a joy” with standards “generally high”. However, our shopper felt the “adamant” pickers paid little attention to shoppers in store. Colleagues were harder to find, and no one offered to find items for our shopper.
The checkout was also a “fairly exhausting” experience due to the cashier refusing to slow down the speed at which she scanned items through, despite being asked. Overall, our shopper believed this could be an “excellent” store, if the manager made a few tweaks.
Morrisons in Solihull came fourth with 59 – however it probably would have scored higher had the store not been so busy. It was snowing outside, and our shopper was frustrated not to find anything available to wipe down their trolley. Once inside, they enjoyed the counters, and they found the “polite” staff were helpful.
It was checkouts that really let the team down. It was a busy Sunday morning, meaning there was already a queue. However, rather than opening more tills, one was actually closed down, leading to an even longer wait for our shopper.
Finally, Sainsbury’s St Mary’s Place superstore in Market Harborough was well off the pace with 51. Generally, the store felt cluttered, with noticeable gaps on the fruit, veg, milk and bread aisles. Overall availability was poor, with three out-of-stocks and a further four not stocked. However, as staff explained to our shopper, it was largely due to the winter storms. And while colleagues might have no control over the weather, they excelled when it came to the “patient” and “polite” service provided.
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