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‘Big Four’ supermarkets slump in annual Which? consumer ranking | Business News



Asda has been left languishing last in a satisfaction survey, which saw discounters Aldi and Lidl outperform all of the “Big Four” supermarkets.

Morrisons, Sainsbury’s and Tesco joined Asda and Iceland at the bottom of the annual Which? consumer ranking for their in-store offering after achieving low scores for their produce and own-brand lines.

They were outstripped by their cut-price rivals Aldi and Lidl that notched up scores of 68% and 66% respectively and both received five stars for value for money.

Asda sales figures
Asda says it is ‘disappointed’ at its bottom spot in the customer ranking

Asda achieved the lowest score of 56% for in-store shopping and 65% for online shopping after managing just one star for the quality of own-brand items and two stars for fresh produce.

Feedback from Asda’s online customers found it was unusual for them to receive a delivery without a substitution, according to Which?

Some 55% of Asda customers had received a replacement with their last order, including parsley replacing basil, potato gratin instead of macaroni cheese, and red wine vinegar replaced by a bottle of red wine.

Tesco scored just above Iceland and Asda at 59% for its in-store offer, receiving just two stars for value for money, with some survey participants raising concerns that it was becoming more expensive.

However, the supermarket giant performed better for online shopping with a score of 71%.

Aldi and Lidl
The major food chains were outstripped by their cut-price rivals Aldi and Lidl

Sainsbury’s achieved 63% for its in-store offer and 69% for online shopping, but customers gave it only two stars for value for money in both categories.

Morrisons won the highest scores of the Big Four at 64% for in-store shopping and 70% for online, but was let down by the two-star rating of its own-label products.

Iceland came second to bottom in the ranking with a score of 57% for in-store shopping.

However, the frozen food chain’s online offer was ranked only second to Ocado with a score of 79%.

Waitrose topped the table for in-store shopping, receiving five-star ratings for store appearance, queuing time, staff availability and range of product, but rated just two stars for value for money.

A shopper passes by branded bags in the Canary Wharf store of Waitrose in London. Reuters
Waitrose topped the table for in-store shopping, but rated just two stars for value for money

Which? Magazine editor Harry Rose said: “Our survey shows that while the Big Four are failing to consistently give customers the high-quality experience they deserve, both in-store and online, no supermarket is getting everything right.

“People today have more choice than ever on where to do their food shop and staying loyal to one supermarket has become a thing of the past. The big supermarkets really need to up their game if they’re going to keep their customers coming back.”

An Asda spokesman said: “Whilst we’re disappointed to see that some Which? readers haven’t had a good experience with us, other independent surveys, such as YouGov, rate Asda as the second most recommended supermarket and our own measures show that Asda shoppers are enjoying shopping with us more and more each year.”

Which? surveyed more than 12,000 of its members in October and November.

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