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.

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.

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.