You spoke. We listened…

July 2011

We’d like to say thanks to everyone who took part in our survey back in March. It was our biggest ever – over 40,000 of you took the time to tell us what you think of us. We’re really grateful, and thought you’d like to hear what you told us.

There are some things you really like about us, and more than 80% of you said the following were good or very good: our call centre; our range; our freshness and our green credentials.

There are some things you absolutely love, with over 90% of you saying our website and our drivers were good or very good.

But we can do better. Here are some of the things you asked us to do and what we’re doing about them:

Our website: You asked us to shorten the checkout and improve the search. We’re working on it. Look out for improvements very soon.

Lower prices and more special offers: We’re working all the time to bring you the best deals and everyday low prices. We’re expanding our Ocado branded goods all the time (we now have over 300), and there are more promotions than ever before. Look out for a new event every month where we aim to bring great deals to your door.

Our range: Some of you wanted more. Well, there’s more. We’ve added almost 4000 new products to our range this year, so now we have almost 21,000 to choose from.

Our value added services: You like the Ocado Delivery Pass and Ocado Reserved, and the clever ways we help you shop, but there are many ways you have suggested to make shopping with Ocado even easier and better for you. So our boffins are back in the lab and we hope to have some exciting news for you soon.

We really love hearing your feedback, and will continue to survey you from time to time. All your comments are always read and appreciated, and even if we can’t answer you all individually, your thoughts really do help us make our service even better for you.

Thanks again

Matt

Matt Knight
Head of Marketing, Insight and Communication
Ocado

Delivering the goods

March 2011

Ocado deliveries have well and truly delivered according to Which? Magazine’s latest in-depth survey of online supermarkets.

The consumer champion spoke to thousands of its members late last year about everything from product quality and price to order accuracy and delivery, and with a score of 83% they voted Ocado the best food delivery service of them all.

Which? scored us highly in all categories, noting that we were the only online grocer to achieve full marks for order accuracy, and that its top score for product quality incorporated our new Ocado range of groceries. Our good friends at Waitrose also scored well with 82%, whilst Tesco and Asda trailed far behind…

It was a similar story earlier this month when the Daily Mail conducted its own comprehensive review of supermarket deliveries for a big weekend double-page spread. The Mail’s ‘secret shopper’ gave us a mighty 9 out of 10, praising our unique product life receipts and food freshness, our ‘slick and efficient’ delivery and ‘fun to use’ website.

Her basket of groceries also came in cheaper than Asda. We certainly have worked hard in recent months to offer you better value than ever before, with the introduction of the Ocado range plus our Switch And Save option at checkout both helping, we hope, to make life easier in these tighter times.

Praise for what we do is great but, don’t get us wrong, we want to do more. There’s no time to sit around (well, maybe time for a quick cuppa from the office kitchen) because we’re too busy pushing on with the next exciting phase of our development.

Send us your comments about the service, as always, to Ocado@ocado.com – they’re all really helpful as we continue to grow!

Ben