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07/06/2006
Tesco is 'Marmite' of British business
British shoppers have a love/hate relationship with leading retailer Tesco, the National Consumer Council has claimed.
The NCC said that Tesco was well regarded for customer service and had also stepped up its approach to corporate responsibility in recent weeks.
However, according to new research entitled What Assures Consumers, the supermarket chain still has a long way to go in the public's eyes to match The Co-Operative Group and Marks & Spencer.
NCC Chief Executive Ed Mayo said: "Tesco is now the Marmite of British business - people either love it or hate it.
"Tesco's motto of 'every little helps' appears spot on, but help for whom and in what regard?
"What's clear is that the Co-op and Marks & Spencer have a much better handle on what consumers consider 'fair to me and fair to others' and thus want to feel assured about. Yes, a fair price and customer service are key, but increasingly important too is how these retailers are fair to their own employees and others by supporting good causes."
The independent survey of just over 2,000 people, which was carried out by Globescan last month, found that the top ten most trusted companies were:
Tesco scored top on both 'most trusted' and 'most distrusted'. The other leading 'most trusted' scores were Marks & Spencer and The Co-Operative Group, while the 'most distrusted' other leading scorers were McDonalds and Nestle.
The survey found that issues such as favourable familiarity, a fair price and product/service were fundamentals for trusted companies.
Tesco's failings in terms of mistrust were related to responsible advertisements and marketing, as well as a perception that the company only focused on profit.
In contrast, The Co-Operative Group scored well for honesty, attitude to the environment and treatment of employees, while Marks & Spencer also scored for healthy and safe products, honesty and transparency and senior management ethics.
(KMcA)
The NCC said that Tesco was well regarded for customer service and had also stepped up its approach to corporate responsibility in recent weeks.
However, according to new research entitled What Assures Consumers, the supermarket chain still has a long way to go in the public's eyes to match The Co-Operative Group and Marks & Spencer.
NCC Chief Executive Ed Mayo said: "Tesco is now the Marmite of British business - people either love it or hate it.
"Tesco's motto of 'every little helps' appears spot on, but help for whom and in what regard?
"What's clear is that the Co-op and Marks & Spencer have a much better handle on what consumers consider 'fair to me and fair to others' and thus want to feel assured about. Yes, a fair price and customer service are key, but increasingly important too is how these retailers are fair to their own employees and others by supporting good causes."
The independent survey of just over 2,000 people, which was carried out by Globescan last month, found that the top ten most trusted companies were:
- The Co-operative Group
- Marks & Spencer
- The Body Shop International
- John Lewis
- Tesco
- Boots
- Sainsburys
- Asda
- Virgin
- Amazon
Tesco scored top on both 'most trusted' and 'most distrusted'. The other leading 'most trusted' scores were Marks & Spencer and The Co-Operative Group, while the 'most distrusted' other leading scorers were McDonalds and Nestle.
The survey found that issues such as favourable familiarity, a fair price and product/service were fundamentals for trusted companies.
Tesco's failings in terms of mistrust were related to responsible advertisements and marketing, as well as a perception that the company only focused on profit.
In contrast, The Co-Operative Group scored well for honesty, attitude to the environment and treatment of employees, while Marks & Spencer also scored for healthy and safe products, honesty and transparency and senior management ethics.
(KMcA)
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