2. Our vision
To be t he mos t
t r us t e d
r e t a i l e r whe r e
•Be s t f or f ood a nd he a l t h
•Sour c i ng wi t h i nt e gr i t y
•Re s pe c t f or our e nvi r onme nt
•M ki ng a pos i t i ve di f f e r e nc e t o
a
our c ommuni t y
•A gr e a t pl a c e t o wor k
pe opl e LOVE t o
wor k a nd s hop
Founded i n 1869 and t oday oper at es ov er 1, 106 super m k et s and
ar
c onv eni enc e s t or es and em oys ar ound 157, 000 col l eagues. W put
pl
e
our cus t om s at t he hear t of ever yt hi ng we do and have i nves t ed i n
er
our st or es , our col l eagues and our channel s t o del i v er t he best
poss i bl e s hoppi ng exper i ence. Our st r ong cul t ur e and val ues ar e
par t of our i dent i t y and i nt egr al t o our success.
3. Si z e a n d s c a l e
Thi s year
400k em l
ai
cal l s
Si m y pl
cust om s
er
we wi l l r ecei ve ar ound 2. 5m l l i on cal l s,
i
s,
60k l et t er s and we’ l l m
ake 2m l l i on
i
on aver age we wi l l hav e c ont act wi t h 9
or s t or es ever y m nut e of ev er y day,
i
The W t …
ha .
Fr om answer i ng cal l s t o hel pi ng cust om s
er
Tr eat i ng cust om s as i ndi vi dual s – m
er
ass
per sonal i sat i on
Cust om
er ser vi ce as an enabl er – capt ur i ng and
l ever agi ng i nsi ght
Oper at i onal success i s a hygi ene f act or
The How
Ent husi ast i c
Fr i endl y
Hel pf ul
Knowl edgeabl e
Genui ne
Br i l l i a nt Ba s i c s
M gi c M
a
ome nt s
5. Top D n B t om up ow
ot
Com ai nt s
pl
Exec ut i ve
Com ai nt
pl
r ecei ved
Ac knowl edged
I nve s t i ga t i on:
Request s f or
i nf or m i on,
at
col l eague
i nt er vi ews, CCTV
f oot age, suppl i er
i nvest i gat i on ect
Typi cal l y wi l l
i nvol ve st or e
col l eagues, f ood
t echnol ogi st s,
I nvest i gat i
on
Resol ut i on
Agr eed
Pack Pr oduced
Revi ew /
Qual i t y
CEO si gn of f
6. M ng a di f f erenc e
aki
•
•
•
•
•
•
Agent s em ered t o t ake ow
pow
ners hi p – t hey don’ t repl y
t hey i nves t i gat e and res ol ve
Expec t ed t o c hal l enge - res ourc ed t o c hal l enge
Foc us i ng on t he pers onal – l i s t eni ng, and l i s t eni ng
hard!
Ident i f y root c aus e
Qual i t y m
anagem
ent f oc us ’ s on t he how m
ore t han t he w
hat
Jus t i n does s ee, does c hal l enge and does s i gn 90% of t he
l et t ers addres s ed t o hi m
7. M ng a di f f erenc e
aki
‘ Thank you f or your
as s i s t ance. I have
com back t o
e
Sai ns bury' s w
hen I
have a Tes co s t ore
onl y one m l e aw
i
ay’
‘ It i s g r e a t t ha t
wi t hi n a f e w we e k s o f
d r a wi n g t hi s t o t he
Ex e c u t i v e Of f i c e
a t t e n t i o n , s o me t hi n g
i s d o ne . W l l d o ne I
e
a m o v e r whe l me d b y
Sa i n s b u r y ’ s a c t i o n i n
r e s p o n s e t o my i s s u e ’
‘ I am ve ry
i mp r e s s e d wi t h t he
a c t i o n t a ke n a nd I
a m o nc e a g a i n a
de di c at e d
Sa i n s b u r y ’ s
s ho p p e r ’
R em
em ber
t i ger bread ?
‘ It i s g r e a t t ha t
wi t hi n a f e w we e k s o f
d r a wi n g t hi s t o t he
Ex e c u t i v e Of f i c e
a t t e n t i o n , s o me t hi n g
i s d o ne . W l l d o ne I
e
a m o v e r whe l me d b y
Sa i n s b u r y ’ s a c t i o n i n
r e s p o n s e t o my i s s u e ’
‘ H l ovel y t o pi ck
ow
up your l et t er… A l
l
m f ri ends have
y
been s urpri s ed by
t he t i m and
e
t roubl e t aken i n
repl yi ng. ’
You name it
Promotions
Vouchers
Car parks – blue badge parking, PCNs, potholes, layout of bays, damage to car
New store construction /associated roadworks / layout of new store
Accidents in store and at home, spills, breakages, damage to car, carpet, clothes
Gift cards
Active Kids
Security – bad stops, genuine stops, withdrawal of invitation to shop in our stores
Availability - empty shelves, not stocked in my store, not on the website
Driving incidents & accidents – lorries, online vans
Trollies – not enough of the right size, not suitable for children, abandoned
Online website, deliveries, out of date, substitutions, availability, offer not complete so charged full price, missed the wine promo
West Bank/Israeli products – do stock, don’t stock
Kosher products
Halal
Product Quality – foreign objects, sickness, broken teeth, changed recipe, no longer suitable for vegetarians
Packaging, recycling,
Carrier bags – too many with online order, stop giving out at till, charge
Issues in the news – horsemeat, badgers, welsh language on self checkouts, The Sun display, page 3, lads mags,
Queues – not enough checkouts open, don’t like self service, no colleague to help at self checkout, no colleagues called when called
Cafe – uncleared tables, slow service, cold food
Pricing – increases, offers not clear, signage not removed
Colleague – rude, too quick at till, no help offered, sicknesss
Bank
Energy