Tesco 2011 Annual Report Download - page 23

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1,000+
Recipes on www.tescorealfood.com
Availability
We have maintained high levels of availability this year through a
number of programmes, from better promotional forecasting through
to improved processes for monitoring availability in our stores.
Our customers are benefiting from this work and have noticed the
improvements – customer satisfaction with availability is at a record
high – up 7% from last year and 13% from the year before.
We have had great success with our automated weather forecasting
technology which accurately adjusts store orders and deliveries based
on customers’ shopping habits in different weather conditions in 14
individual regions nationwide. We have also delivered a comprehensive
plan to improve availability in our Express convenience stores, resulting
in a 25% reduction in the number of out-of-stock items in the evenings.
Service
We work continually to improve service for our customers. We have
trained over 80,000 staff this year in Every Little Helps skills for
checkouts, supporting them to deliver helpful, friendly and efficient
service. We also know how important it is for our customers to be able
to choose the checkout that is right for them, so we are working to
create the ideal configuration in each of our stores based on the local
customer profile.
This year, we have continued to use technology to help deliver great
service. Our self-service checkouts provide customers with a quick and
easy option and currently account for over ten million transactions per
week. Our trials of Scan as you Shop, which uses hand-held technology,
have gone well too.
STAFF TRAINING
We have trained 80,000 staff
this year in Every Little Helps
skills for checkouts.
EVERY COMMENT HELPS
Our ‘Every Comment Helps’
initiative encourages customers
to give instant feedback on their
shopping trip – including both
the customer service they receive
and the range of products we
offer. Customers are able to share
their feedback via text or email.
Over 20,000 of the comments
that we have received have been
compliments about the service
which our customers have
received. This is testament to
the hard work and commitment
of our teams in-store.
All of the comments have helped
us to understand what’s important
to our customers and identify
where we can do better. We are
putting plans into action based
on the feedback we receive so
that we can do even more to
improve our customers’ shopping
experience.
19
Overview Business review Governance Financial statements