Tesco 2009 Annual Report Download - page 14

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12 REPORT OF THE DIRECTORS
Making many small improvements in
everything we do is what ‘Every Little
Helps’ is about, because when we all work
together on the little things, it amounts
to a great deal. It’s more important today
than it’s ever been – it keeps us focused
on what matters most to customers.
They are shopping around more and price
is clearly a priority for many – so we need
to put the right effort and investment
into price – but not sacrifice all the other
things that are so important to customers,
such as not having to queue and being
able to get everything that they want.
So we’ve continued to make lots of
small improvements and they’re making
a big difference. For example, through
a number of initiatives to achieve a
better and more efficient service at our
checkouts, many more customers didn’t
have to queue last year and customers
continue to rank us best for speed of
service at the checkouts.
David Potts Retail and Logistics Director
Is ‘Every Little Helps’ still
important?
£540m
in productivity savings