Tesco Group
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Transcript of Tesco Group
Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08
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.
Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08
Breaking down the service
Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08
Metro Argyle Street
Extra Springburn Express Ingram St
Site Visits
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?
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.
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
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.
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
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
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
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
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
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
Seeing ServicesTescoBetsy, Iain, Lauren, Wiston and Zoe11.01.08
Improvements
Promote
Create reassurance
Personalise
Organic Image
Vary type and how you access