New Asda chief executive David Potts has pledged to keep staffed checkouts open for longer, saying the supermarket has been making it harder than it should be for customers to pay for their shopping. On his first official day in the role, speaking at a store in West Yorkshire, he said: "We're making it harder than it should be for customers to get what they want, move around the store and pay for their shopping. We need to change that, starting now."
Longer manned checkout hours
Manned checkouts will now be available from at least 8am, alongside self-service and Scan and Go tills, in a move aimed at making it easier for shoppers, particularly those buying larger loads. Asda operates around 3,400 staffed tills, compared with 8,100 self-scan and 2,000 Scan and Go checkouts across its 611 larger stores and other outlets.
Mr Potts, who previously held senior roles at Tesco and Morrisons, has also told the supermarket's 1,100 store managers to spend more time on the shop floor helping staff and checking stores are ready for customers. He wants products on shelves, clearly displayed and available all day.
Secret shopper tour
As he started his new role this week, Mr Potts revealed how his own secret shopper tour of Asda stores had helped him see for himself the scale of the work that needs to be done. He added: "The shopping trip is everything and by making Asda easier to shop so customers can find what they came for and get through the checkouts easily, they'll come back and shop more with us.
"I'll be out in stores again this week and over the weekend listening to customers to see how we're doing, and making sure our colleagues have what they need to deliver the improvements our customers expect."
Appointment and reaction
Asda announced last week that it had appointed Mr Potts to head up the supermarket with immediate effect, with Allan Leighton stepping back to become non-executive group chairman. Speaking about his appointment, Mr Potts said: "Asda has long been a great business, one I've admired and traded against over many years. The colleagues are remarkable, some of the most passionate I've met.
"The business has made good progress but significant opportunities remain and I'm delighted and very proud to have been asked by Allan to lead the team. Providing value to families across the UK has always been in Asda's DNA and by making improvements to the shopping trip every week, which customers can experience and feel in their pockets, we will revitalise the business and bring benefits for all our stakeholders, including our 116,296 very hard-working colleagues.
"Christmas is upon us and the business has a clear focus on keeping Asda prices locked low at this important time for our customers. I'm excited to get started."
Group chairman Mr Leighton said: "I am really excited to have appointed David as Group CEO. Over the last two years, we have stabilised the business and returned it to some growth and begun to establish Asda as 'more than a supermarket' through our Formula for Growth strategy. David has an outstanding record in our industry, his experience is exactly what we now require for the next stage of our transformation and beyond and it will be great to work with him."
