Tesco Group

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Seeing Services Tesco Betsy, Iain, Lauren, Wiston and Zoe 11.01.08

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Transcript of Tesco Group

Page 1: Tesco Group

Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Page 2: Tesco Group

Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Tesco is a British based international grocery and general merchandising retail chain.

It has the largest sales of domestic market shares.

It is the World’s third largest retailer.

In 2007 Tesco made £2.55 Billion in profit.

Page 3: Tesco Group

Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Breaking down the service

Page 4: Tesco Group

Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Metro Argyle Street

Extra Springburn Express Ingram St

Site Visits

Page 5: Tesco Group

Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

What type of shopper are you?

Daily Weekly

YesNo Yes No

Do you make ashopping list?

Do you enjoy talking to people?

No

No No No

Do you mindQueuing?

Do you havea car?

Do you have time to look for offers?

On the go

Act on impulse

No time to waste

Organised

Family

Enjoys shopping

No transport

Like using computers

Let someone else do the hard work

Yes Yes Yes

YesDo you have

much free time?

How often do you buy your groceries?

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Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

1 2 3

Persona

I find it really convenient because everything is in one place. I hate taking the kids they always

put things in the trolley. Parking is sometimes a nightmare

because mother and baby slots are often full.

Linda 45 years oldHousewife

Where Tesco Extra, Springburn, Glasgow.

When Family shop twice a week.

Why Convenience and a proximity to her home.Owner of a large people carrier so finds it easy to park in Tesco’s extensive car par.

How Travels by car to Tesco.

Needs To allow time for shopping online.

Take advantage of the Clubcard points she collects.

Consider shopping at “unsocial hours” with-out her children.

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Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Weekly shopper

Create shopping list Ask for assistance

Load the car, que to leave

Collect points

Correct change?

Missing item produced Happy customer

Recycling?

Good customer service

Unloading - frustrating

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Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Persona

1 2 3

Where

When

Why

How

I am really disorganised in the morning and don’t have time to make lunch.

I don’t want to use self service tills because I work in a bank and I am terrified of fraud.

Jamie23 years oldBanker

Tesco Express, Argyll Street, Glasgow.

He prefers the choice at Tecso’s than that of Boots.

Walks to Tesco from the bank.

Lunch, Monday to Friday.

Needs More reassurance in the quality of Tesco systems. To be more organised and create a shopping list to last him the whole week.

If he collected points, this would benefit him in the long run.

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Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Self Service

Enter TescoSnack aisles highlighted

Self service counter On screen instructions Expected to que What do you do now?

Take receipt Method of payment Scan / bag items

Page 10: Tesco Group

Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Persona

1 2 3

Where

When

Why

How

I am new to the Glasgow area and I am weary of going out alone at night. I thought Tesco Direst would

be the perfect solution for me as they deliver door to door and I wouldn’t have to leave my home. But, I

wouldn’t use this system again as I third of my shopping was missing..

Emily18 years oldStudent

Tesco Direct, online at home, Glasgow.

Once as a first time user.

She doesn’t have a car and like the variety available on line.

In the comfort of her own home

Needs Restore her faith in a nationally successful system

Take time to visit smaller local Tesco

Reinforcement and encourage from another service Tesco’s provides

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Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Online Shopper

Create listLog on Select day of delivery

Enter Tesco

Time slot Door to door Helps you unload

Method of paymentPrint receipt Note date/time

Remembers favorite items

Check receipt Sign - satisfied Removal of recycling

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Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Tesco’s provides ‘cheap crap’

Poor quality of fresh groceries

Customers always return to quality

We offer a 10% student discount

Tesco is floored, say one thing and still produce the other

I enjoy the variety of local stores, and the exercise I gain from walking around the west end

Value for money

I always meet people I know shopping locally

I enjoy picking and choosing my own produce, I like the fact things aren’t bagged for you.

Local Competition

Roots and Fruits

Employee

Customer

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Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Convenient

Competent employees

Recycling

Value for money

Career opportunities

Extended range of produce

Point schemes available

Page 14: Tesco Group

Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Fresh produce not always high standard

Weakening local businesses

Loss of ‘community’ in smaller areas

Difficult for staff to form friendships in larger stores

Schemes and features have negative aura

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Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08

Improvements

Promote

Create reassurance

Personalise

Organic Image

Vary type and how you access