Video of press conference for new customer service initiative and marketing campaign

Video recording (unedited) of a media briefing/press conference to launch the new service and communications programme.

As part of this programme, various improvements were being made to customer service and a new advertising campaign “Service Recipe” was launched [which starred Ulrika Jonsson, and was in a similar style to the long-running series of ‘Everyone’s favourite ingredient’ celebrity recipe adverts which were well-known to the public].

The conference seems to have been held in a marquee in a car park. A press pack was given to the attendees with a press release (this probably refers to SA/BRA/5/1/1). The presenters all wear "Here to help" badges (possibly like SA/BRA/5/3/4). This seems to be a largely complete recording of the press conference though it ends at the point a video is shown to the attendees, and it is unknown whether there may have been any concluding remarks at the end.

See also SA/PR/2/6/2 which appears to relate to this presentation.

1. Guests arriving, guests and staff chatting before the presentation.
2. (02:30) David Sainsbury (Chairman; later Lord Sainsbury of Turville) introduces the media briefing, and the new customer service and communication programme. He explains why this programme was being introduced.
3. (04:32) Presentation by Ivor Hunt (Marketing Director) about the customer research they had undertook (the ‘Problem Detection Study’) to identify the issues which caused customer dissatisfaction.
4. (09:20) Presentation by David Quarmby (Joint Managing Director) about the enhancement of stores and facilities. He explains improvements such as the ‘ultimate produce bag’ which were easier to open, ensuring trolleys were maintained, parking spaces for parents, specialist trolleys, baby changing facilities, refurbishment of stores, new food counters and products.
5. (15:40) Presentation by Terry Wells (Director of Customer Service) about the initiatives they had taken to improve the customer service in stores including ‘Workmat’ training for store staff, initiatives to help customers with special needs such as sign language training.
6. (21:15) Presentation by Ivor Hunt (Marketing Director) about how they will communicate the customer service improvements with a television advertising campaign [“Service Recipe”]. At the end of the presentation he shows the staff video “Ingredients for Success” (see AV/286) to the audience (this recording ends soon after that video starts playing).

Duration: 24 minutes. The picture is faulty towards the end of the video.