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<TITLE>Tesco Annual Report and Accounts 1996</TITLE>
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<A HREF="/../../default.htm"><IMG SRC="images/but1.gif" width=72 height=24 border=0 ALT="Tesco Homepage"></A><A HREF="page1.html"><IMG SRC="images/but2.gif" width=73 height=24 border=0 ALT="Corporate Strategy"></A><A HREF="page1b.html"><IMG SRC="images/but3.gif" width=73 height=24 border=0 ALT="Financial Highlights"></A><A HREF="page2.html"><IMG SRC="images/but4.gif" width=73 height=24 border=0 ALT="Chairman's statement"></A><A HREF="page6.html"><IMG SRC="images/but5.gif" width=73 height=24 border=0 ALT="Business Review"></A><A HREF="page20.html"><IMG SRC="images/but6.gif" width=73 height=24 border=0 ALT="Board of Directors"></A><A HREF="page22.html"><IMG SRC="images/but7.gif" width=73 height=24 border=0 ALT="Financial Review"></A><A HREF="page27.html"><IMG SRC="images/but8.gif" width=74 height=24 border=0 ALT="Accounts"></A>
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<IMG SRC="images/title.gif" width=104 height=19 align=right ALT="Tesco PLC">
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Tesco staff are the key to our customer service. They make the difference for
customers, finding products and helping at every stage of the shopping trip.
Our high standards can be achieved only by enabling our staff to act on their
own initiative and to be themselves with customers.
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It is by providing a First Class Service to customers that our staff can hear
first hand their views and ideas.These views are vital in helping Tesco develop
new services to meet customer needs.The customer service desks in stores receive
hundreds of comments and suggestions every year. The customer freephone takes
one thousand calls a week on a wide variety of topics, from store opening hours
and products to compliments and queries.
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The dialogue at customer panels is an important way for us to learn first
hand what customers want and think. Over 22,000 people have attended the
panels, which have been held all over the country. Customer panels held in
advance of our new store openings, have enabled us to identify those elements of
our service offer which match local requirements. Panels are also held shortly after
a new store opening, so that the new management team can hear how they are
doing to meet customers' needs. All customer views are carefully considered and wherever possible put into action.
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<a href="/../../default.htm">[Tesco Homepage]</a><a href="index.html">[Annual Report Homepage]</a><a href="page1.html">[Corporate Strategy]</a><a href="page1b.html">[Financial Highlights]</a><br><a href="page2.html">[Chairman's Statement]</a><a href="page6.html">[Business Review]</a><a href="page20.html">[Board of Directors]</a><a href="page22.html">[Financial Review]</a><a href="page27.html">[Accounts]</a>
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