From our bellies, to our minds, to our hearts: The role of the UK’s supermarkets through COVID-19
Scotland’s new ‘five-tier’ lockdown system comes into effect tomorrow, with each of the country’s 32 local authorities falling into Levels 0 to 4, depending on coronavirus infection rates.
In light of the increase in localised lockdowns due to surging Coronavirus cases, the role of grocers and supermarkets has now become more clear than ever. Not only have they been integral in providing us all with basic living necessities, they have also played a hugely important role when it comes to our mental health.
The national lockdown in March saw millions of people confined to their homes, fearful of any contact with other people. However, these fears also came with elements of cabin fever as people yearned to once again feel a sense of normal.
For many, the only time this could be achieved was through their weekly shop; a time they were able to (safely) socialise, and gain a glimpse of normality amid the unforeseen circumstances brought about by the pandemic.
In light of this, technology pioneers Ubamarket found that 50% of Scots believed their weekly shop to the supermarket was vital to combating the isolation they were feeling during lockdown. As we experience a tightening of restrictions once again, the centrality of supermarkets in society has now become overwhelmingly clear, with many once again finding solace in their supermarket.
Now, it is more important than ever that supermarkets and the retail sector alike are able to adapt to the post-Coronavirus climate.
According to many industry commentators, retail technology holds the key to helping supermarkets and retailers transition into the new future of retail as designed by Coronavirus. The implementation of end-to-end tech solutions which help supermarkets to streamline and modernise the shopping experience in keeping with the changing retail landscape.
Will Broome, CEO and Founder of Ubamarket, discusses the integral role of supermarkets amid the Coronavirus crisis, and how technology can transform the current in-store offering to ensure long-term success and customer satisfaction:
“Localised lockdowns have highlighted exactly how important local shops and supermarkets are to consumers across the country. An essential presence, our nation’s shop keepers are constantly at the front line, providing everyone with their basic necessities.
“Their presence is absolutely paramount in our efforts to combat the difficulties brought about by the virus, and with half of Scots combating isolation and finding much-needed relief when doing their weekly shop, the centrality of supermarkets has never been clearer.
“Now, in order to sustain this, the world of retail needs to evolve and adapt to the new Coronavirus climate, moving away from the existing problems the sector has. The constantly changing store layouts, the outdated queues and checkouts, and the lack of communication between supermarkets and their customers are just some of the issues that COVID-19 has made very clear.
Retail tech offers an all-encompassing solution; in Ubamarket’s case in the form of a simple app; which can put consumers in control, doing away with the need for time-consuming queues, unhygienic checkouts, and confusion about where products are and whether they are in stock.
“In a tech-supported store, customers can simply check ahead of time which products are in stock, be guided to their exact location with an aisle sat-nav, and then simply scan and pay in-app, rather than having to waste time and risk potentially dangerous exposure in queues or tills.
“I for one am extremely interested to see how the retail landscape in the UK will emerge from the Coronavirus crisis, but if one thing is certain, it is the capability of retail technology to help us build the future of retail that we would like to see.”
From this Monday (Nov 2nd), all teachers and school staff will be able to claim a 10% discount* on their shopping in Morrisons stores nationwide.
Lasting until after Christmas, the special discount is a thank you to half a million teachers** and additional school staff who are looking after the nation’s children and supporting them through the Covid-19 pandemic.
Primary, secondary, private and special educational school teachers can all claim the discount, as well as all teaching assistants, catering staff, dinner ladies, caretakers, cleaners and school office staff.
These groups will also be able to participate in a dedicated shopping hour alongside NHS workers from 6am-7am (Mon-Sat) before stores open to other customers.***
Morrisons also offers a 10% discount for NHS staff which was introduced in April.
From this Monday, all teachers and school staff will be able to claim a 10% discount on their shopping in Morrisons stores nationwide.
Lasting until after Christmas, the special discount is a thank you to the half a million teachers and additional school staff who are looking after the nation’s children and supporting them through the COVID-19 pandemic.
David Potts, Morrisons Chief Executive said:“Teachers and school staff are facing many challenges and the education of our children has never been more important. This discount is our way of saying thank you as they continue to care for and educate our kids.”
Teachers and school staff can claim the 10% discount on their groceries by presenting their school photo ID card at the till in any of Morrisons 498 stores from Monday 2 November.
*The 10% discount cannot be used with a purchase of alcohol, drugs, pharmaceutical products, infant milk or formula, tobacco and is not available online.
Dobbies, the UK’s leading garden centre retailer, has announced the development of its first small format store – Little Dobbies.
Little Dobbies, which will be located on Raeburn Place in Stockbridge and is scheduled to open in November, is the first of its kind for the retailer that has 68 garden centres across the UK.
The core of the Little Dobbies’ offer will be horticulturally focused with a range of convenience gardening products. This will be complemented by a carefully curated range featuring houseplants and pots; a small range of gifts; and selected seasonal ranges. For opening, the seasonal ranges will feature Christmas items, including decorations, wreaths and hampers.
There will also be a coffee shop, offering hot and cold drinks, as well as takeaway food.
Graeme Jenkins, CEO at Dobbies, said: “This is an exciting new venture for our team, as we launch the first Little Dobbies. The store will feature gardening essentials for city centre residents and will showcase some of the extensive ranges available at our larger stores and at dobbies.com
“Thank you to everyone who has contributed to the project and we can’t wait to open the doors of Little Dobbies in November.”
Opening hours for Little Dobbies are Monday to Friday, 10:00 -18:00; Thursday 10:00-19:00; Saturday and Sunday 09:00-18:00.
A new £1 million ‘Scotland Loves Local’ fund will provide grants of between £500 and £5,000 to hundreds of projects to promote town centre and online businesses.
The funding aims to support small scale improvements that will help motivate people to shop, eat and relax within their community whilst ensuring public health safety.
Grants can be put towards providing safe shopping information for residents and tourists, the installation of public health infrastructure such as protective screens, physical distancing markers, hand sanitising equipment and PPE.
Communities Secretary Aileen Campbell said: “We know money spent locally is more likely to stay in the local economy and support local jobs. The Scotland Loves Local campaign encourages people to think how they can safely support this.
“This fund will help initiatives supporting businesses, such as projects to encourage safe shopping, business and leisure opportunities, promoting and advertising local providers of online shopping or enhancing visitor appeal.
“We all have a part to play in Scotland’s economic recovery and can do so, whilst we look out for one another and follow the FACTS guidance.”
Chief Officer of Scotland’s Towns Partnership Phil Prentice said: “This is an exceptional opportunity for local communities – a chance to get the funding that will unlock some brilliant creativity.
“We’ve seen throughout the Scotland Loves Local campaign that people all over the country want to back their local towns and places – we’re looking forward to seeing some brilliant ideas take shape. Our campaign is highlighting that money spent locally stays local for longer. This new fund will be a real boost for communities across the country.”
The funding is being provided by the Scottish Government, and administered by Scotland’s Towns Partnership.
– Supermarket will introduce new cleaning schedule, equipment and staff in all stores –
– Investment in next 12 months will create 2,240 jobs –
Morrisons is investing even more to increase its hygiene standards – as part of a new programme that will see every one of its 494 stores receive a three-week deep-clean, brand new equipment, and additional cleaning staff.
The latest investment is to make customers feel even safer in store. It follows the supermarket already spending £25 million to implement store safety measures – such as Perspex screens, PPE for colleagues and floor markings and visible signage during lockdown.
2,240 brand new cleaning roles will be created, including a new Market StreetHygiene Assistant in all stores – to clean food preparation areas across Market Street.
This will ensure Morrisons foodmakers can concentrate on making fresh quality products for its butcher, baker, fishmonger, deli, greengrocer and florist departments. Morrisons is unique in preparing and making more than half of the fresh food sold in its stores.
Additionally, nearly 30,000 more hours each week will be put into Morrisons existing Housekeepers and Core Cleaning roles. This will see more areas across its stores – such as toilets, shelving and ‘high touch’ areas – being cleaned even more frequently to protect colleagues and customers.
New Welcome Cleaning Stations are also being fitted at all store entrances providing antibacterial wipes for baskets and trolleys, as well as hand sanitiser.
Jayne Wall, Operations Director at Morrisons said: “The hygiene within our stores has become more important than ever due to the impact of Covid-19. We want to make sure our customers feel as safe as possible when doing their grocery shopping with us. So we’ve made this multi-million-pound investment to introduce first class hygiene procedures.”
Why our weekly shop may never be the same post Covid-19
New research shows that many of the online shopping habits we have adopted over lockdown are here to stay
61% of Brits say they shopped more online during Covid-19 with 89% saying they will continue to shop as much online or even more post-lockdown
The impact on businesses could be huge with the uptick in buying groceries, home and garden products, and hygiene products all set to stick around
Your weekly shop may never be the same according to brand new research which shows lockdown may well have permanently changed Brits’ buying habits.
Trading in the shopping trolley for a laptop, the figures show that the huge rise in online shopping during the pandemic will be anything but a flash in the pan, with shoppers keen to continue to log on and check out.
An e-commerce revolution
Covid-19 is ushering in a new age of consumer behaviour according to research which shows the vast majority of Brits plan to stick to their lockdown online buying habits.
Retailers have seen online sales increase dramatically with 61% of Brits admitting to shopping more online during Covid19. This rapid increase in ecommerce is expected to add £5.3bn to UK ecommerce sales in 2020, totalling £78.9bn[1].
It looks like this rapid e-commerce revolution is here to stay, with 89% saying they will continue to shop online at the same level or even more post-lockdown. An overwhelming 93% of Brits now feel confident about buying items online.
One of the categories that has seen the biggest increase include groceries, with 39% of Brits reporting an increase in online shopping. As much of our attention turned towards our homes, it’s no wonder that 29% of Brits reported increased online shopping for home and garden products – contributing to the 41% of Brits who received a home, garden or DIY related product since the Covid-19 crisis[2].
The research is borne out further by statistics from DS Smith, a leading provider of e-commerce packaging in Europe, with the company seeing a 100% increase in packaging demand for food packaging, flowers, and hygiene products sold online since the start of the pandemic.
The new normal
Even with lockdown easing, DS Smith’s research shows that many of these new shopping trends catalysed by Covid-19 are here to stay, with more than half of Brits planning to buy groceries (60%), hygiene products (51%), and home and garden products (54%) online at the same rate or higher in the next six months.
Across all surveyed categories – except beauty – men reported a greater uptick than women and said they were more likely to continue with their online shopping habits.
Trying something new
The changes aren’t just about volume. Not only are we buying more online, we’re also buying in new ways. Nearly a third of Brits said they have signed up to a new shopping website that they hadn’t used before lockdown and spending on meal kits and grocery delivery boxes soared by 114% after people were told to stay indoors.
There’s also evidence that Brits did pick up new lockdown hobbies, spiking online orders for leisure products. DS Smith’s data shows a 60% increase in demand for e-commerce solutions for leisure.
One in five (19%) have been embracing their creative side during lockdown by ordering arts and crafts items and Peloton, fitness equipment maker, saw their quarterly revenue soar by 66% since Covid-19 took hold.
As a result of these accelerated changes and to meet new customer demand, businesses large and small have been forced to rapidly initiate or adapt e-commerce offerings – a process which may have taken years without the imperative provided by the global pandemic.
Stefano Rossi, Packaging CEO at DS Smith, said “There has been a seismic shift in the way consumers are shopping and we’ve been using our expertise to support businesses of all sizes with the rapid growth of e-commerce so they can survive and thrive through this uncertain time.
“What’s clear is that as lockdown eases further, these trends aren’t likely to fall away. Consumers have found new confidence and convenience in the way they shop, buying a whole range of items online – everything from the family food shop, to toiletries and home and garden products. If companies are not already transforming their business to meet this new age of e-commerce, they risk being left behind.”
What drives the e-consumer?
Reasons for buying online during the pandemic splits by gender and the generation. Men and younger people prioritise convenience, while women and older generations focus on safety.
However, as a green recovery and building back better becomes a global priority, sustainability is an increasing concern for shoppers post-lockdown.
Almost a quarter (24%) are more likely to buy online if items are delivered with less packaging or more sustainable packaging, and 21% are more likely to buy online if their products arrive in more recyclable packaging.
Of the age groups, those between 25 and 34 were most sustainability conscious and women held this as a higher priority than men (27% of women would rather deliveries had less packaging than compared with 21% of men).
Consumers have different reasons for why they have drastically increased online shopping during Covid-19. There are nuances between genders for choosing to shop online, with 35% of men shopping online more for convenience, whereas 48% of women said safety was the main reason they have been buying items online.
Interestingly, Brits are also mirroring some of their brick and mortar shopping habits online; a third of people have “window shopped” online or kept a wish list during lockdown and over a third of Brits bargain hunt online.
Stefano Rossi, added: “The research shows that greener packaging is a real concern for shoppers and as we help our customers make a green recovery a practical reality and priority through simple measures like adopting sustainable packaging.
“We’re keen to help brands and businesses navigate this path and work with them so that they can benefit from sustainable packaging solutions that its very clear their customers desire.”
New discounts have been unveiled at the Laura Ashley closing down sale in Edinburgh, with all fabric and wallpaper 70% off, plus all womenswear and fashion accessories 60% off.
Snap up a homeware bargain with 60% off ready-made curtains and 50% off furniture, bedding, lighting and rugs. Everything in the store is reduced in all departments and everything must go!
All Laura Ashley stores are ‘COVID secure’ and adhere to a strict policy of social distancing with a limited number of shoppers allowed in-store at any time. Card payments are encouraged.
Laura Ashley stores will continue to trade until further notice.
A spokesman for Laura Ashley said, “There are some amazing bargains to be found in-store, especially with these new discounts. Popular items are selling fast and customers are advised to take advantage of these discounts while stock lasts.”
Blind and partially sighted people in Scotland who have been struggling to get food and groceries will now be offered priority access to online delivery slots from Iceland stores.
Where appropriate, those in need of support will be given an individualised code that will let them book available delivery slots on Thursday mornings between 9 and 10am, before other shoppers.
The move is intended to help those people with sight loss facing persistent difficulties accessing food, who have no available support from others, and live in a postcode area serviced by an Iceland store. Iceland currently operates within 22 of Scotland’s 32 local authority areas, including Edinburgh.
Sight loss charity RNIB Scotland said the move will be welcomed by many blind and partially sighted people living alone.
“Some people with sight loss have experienced a very anxious past three months,” said director James Adams. “As we entered lockdown the competition for delivery slots has increased, and many of our members reported that they were struggling to get access to their usual reliable supermarket delivery.
“This has been compounded by social distancing measures which are largely laid out with visual signs and markers, making it more difficult for people with sight loss to navigate shops safely. This move by Iceland will be a relief to many blind and partially shoppers.”
In a UK-wide survey undertaken by RNIB in May, 67 per cent of respondents had experienced difficulty finding a supermarket delivery slot, and three in four reported being very or quite concerned about getting access to food.
Since the lockdown began in March, RNIB has pressed government and supermarket chains to add blind and partially sighted people to their priority delivery lists.
Anyone with sight loss struggling to access food can call the RNIB Helpline on 0303 123 9999 between 8am and 8pm Monday-Friday and 9am and 5pm on Saturday and will be directed to the most suitable option in their local area.
Retail trade union Usdaw has received numerous calls from concerned members after the Scottish Government announced that face coverings will be mandatory in shops from this Friday.
Usdaw officials met with government ministers on Monday to urge retention of the two-metre rule and seek assurances that shop workers will not have to enforce the wearing of face coverings. Usdaw is now concerned that Government guidance has not yet been published.
Stewart Forrest, Usdaw’s Scottish Divisional Officer, says: “Our big concern is who enforces mandatory face coverings and we made that clear to the Scottish Government on Monday.
“Shop workers are worried that they will be expected to turn people away from the store because they do not have a face covering or it is not being worn properly. Incidents of abuse against shop workers have already doubled through the coronavirus emergency and this would be yet another flashpoint.
“Government guidance has not yet been published and that is a concern when we are so close to the new face coverings rule coming into force on Friday. We need assurances that the existing two-metre rule will be observed and enforced. In our experience retailers have taken the two-metre rule seriously and are complying, we see no reason why it should be relaxed.
“Safety in stores needs customer co-operation and we urge the public to respect staff and observe social distancing. At no time should abuse be a part of the job. Shopworkers deserve respect.”
More than a third (36%) of people say that they have been forced to pay sky-high prices to get hold of essential hygiene and medical products during the coronavirus pandemic as opportunistic sellers have sought to exploit the crisis by price gouging, new Which? research reveals.
Analysis of almost 1,500 reports sent to the consumer champion’s price-gouging reporting tool over the last two months shows that more than 696 (47%) of the overall tool reports were for essential hygiene or medical products that people vitally need during this pandemic.
There have been price gouging issues both online and in-store, according to the consumers that reported to the tool. Most reports related to alleged profiteering by sellers online, with tech giants Amazon and eBay accounting for the majority of listings.
Three-quarters (75%) of items with inflated prices reported to Which? were seen online, either on marketplaces or through online shops, while 25 per cent were spotted in-store.
Among the cases logged by the tool – shared by Which? with the CMA’s Covid-19 taskforce – are Dettol handwash being sold via Amazon, unknown to the brand, for £14.99 rather than £1.49 and a packet of paracetamol on sale in a local store for more than seven times the usual price.
These significant price hikes on items have affected vulnerable people with underlying health conditions as well as key workers who had no choice but to go out and work.
One person who bought a case of hand sanitiser off Chemist-4-u.com told Which?: “I am furious that after buying hand sanitiser for £64.99 in late March, more recently the price has magically fallen by £40. I am a non-medical frontline worker and as a self-employed lawyer I am reliant on hand sanitiser to keep myself and others safe.”
Among the examples reported to Which? by consumers were medical-grade face masks that might be required by key workers, including an N95 face mask for £28.99 – nearly 20 times the usual price according to the tool user – via medical supply website UK Meds. Another person reported seeing the same mask on sale on the website for £14.99 – 10 times the usual price, they reported.
An FFP3 mask from eBay in May was on sale for £19.99 instead of £4 – five times the price. While a silverline branded moulded face mask, which usually costs around 80p, was being sold for £6.99 in a pharmacy before lockdown began – more than eight times the price. The person that saw the latter example told Which? that they felt that the price was exploitative.*
Which? found that the average percentage price difference for hygiene products such as hand sanitiser and disinfectant was 414 per cent – five times the price on average.
Four in 10 (40%) of the essential hygiene products which were reported as having inflated prices were hand sanitiser and soap. Recently the competition regulator (CMA) announced it is investigating four pharmacies and convenience stores for the suspected charging of excessive and unfair prices for hand sanitiser.
Across all product categories, 30 per cent of people had bought an item at an inflated price while four in 10 (40%) reported that they simply had to go without because of the excessive price of the product.
Hundreds of people, both those that had bought an item at the inflated price and those that had gone without, told Which? that they felt the price was unfair and exploitative.
For the 133 reports of price gouging on PPE, such as face masks and gloves, the average markup was 478 per cent.
Forty one per cent of the inflated prices reported were seen in the several weeks prior to the reporting tool launching, 11-30 April.
While the number of reports has decreased in recent weeks, people continued to report items at extortionate costs throughout May and June suggesting that there are outstanding problems with suspected price gouging due to seemingly unjustifiable price hikes.
These prices could be high because of increased costs of materials or supply chain issues. However Which? is calling for the regulator to have more effective powers to investigate and ensure that prices are not due to businesses exploiting the crisis.
Consumers are encouraged to report any examples of price gouging with the CMA’s Covid-19 taskforce complaints service, and some online marketplaces also enable people to report listings directly to them.
Which? believes that no-one should be able to exploit a national emergency and leave people with little choice but to buy essential items at unfair prices in order to stay safe and survive in a crisis. There is a risk that problems could flare up again with lockdown easing and an increase in demand for products such as hand sanitiser from consumers, as well as from businesses that are reopening.
Which? is calling for emergency legislation to give regulators the tools to swiftly crack down on price gouging of essential products such as hand sanitiser and cleaning products, during this crisis and any future ones. This would assist the CMA in its current investigation to tackle suspected price gouging on hand sanitiser products by certain businesses.
Sue Davies, Head of Consumer Protection at Which?, said:“Our tool reports show that price hikes on essential items have too often been excessive and people consider them to be unfair and exploitative.
“International experience shows that price gouging is frequently a problem during national emergencies and the UK should ensure it is better able to crack down on profiteering.
“It’s good the CMA is now attempting to take action to investigate some instances of price gouging using competition law. However, the government should be helping the regulator by giving it more targeted powers to take swifter action to stamp out price gouging, and ensure the price of essential items stays at reasonable levels during a crisis when people need them most.”
One person who bought a case of hand sanitiser off Chemist-4-u.com told Which?:“I am furious that after buying hand sanitiser for £64.99 in late March, more recently the price has magically fallen by £40.
“I am a non-medical frontline worker and as a self-employed lawyer I am reliant on hand sanitiser to keep myself and others safe on public transport travelling to and from court, in the courts themselves and for interactions with prisoners and the police.”
Another person, a mutual aid volunteer in London, raised concerns about a local pharmacy:“We have a local pharmacy that seems to be gouging to an extent far worse than other pharmacies and is causing lots of stress amongst the people we support.
“To the extent it is making those who are already anxious even more so as they can’t afford the uplift of 100 per cent plus on their pain relief and they are considering going without.
“We are covering the increase in cost to ensure they don’t continue in pain, but having mentioned my concern to the pharmacy in person they laughed, so I wanted to formally report their behaviour. They are charging double what other local pharmacies in the area even during these times, so it’s clearly not simply the cost of supply has gone up.”
Stuart Randall, 57, told Which?:“I was born with immune system problems which mean I am reliant on disposable gloves for lots of everyday tasks. However, as soon as the pandemic started, prices for this product started to rocket.
“The free delivery and bulk offers on online marketplaces, such as Amazon Marketplace, have disappeared and the cheapest are over 50 per cent more expensive. It seems unfair that chancers are slapping silly prices on goods to fleece the unwary.”**
*The UK government and medical experts agree that medical-grade respirator masks of these types aren’t appropriate for everyday use by the general public and should be reserved for frontline health workers. The WHO advises that those over 60 consider wearing basic surgical-style medical masks, not respirator style masks, in areas where social distancing isn’t possible.
**To note, while some extremely vulnerable people may need disposable gloves for particular health reasons, they are not recommended by experts for the general public for activities like shopping.
The CMA’s COVID-19 Taskforce continues to ask consumers and businesses to report any businesses that behave unfairly by, for example, unjustly raising prices, via its online form: https://www.coronavirus-business-complaint.service.gov.uk.
Since Which? began reporting on price gouging in March, it has received thousands of reports of inflated prices across its channels including social and Which? conversation.
The majority of these have come through Which?’s price gouging reporting tool. From its launch on 29 April until 14 June, it received 1,468 reports of inflated prices from shoppers.
Amazonsaid: “There is no place for price gouging on Amazon. When a bad actor attempts to artificially raise prices on basic need products during a global health crisis, it’s bad for customers and the hundreds of thousands of honest businesses selling in our store.
“In line with our long-standing policy, we have recently blocked or removed hundreds of thousands of offers and pursued legal action against hundreds of bad actors across a number of countries.”
Chemist-4-u.comresponded: “At the early stages of the Covid 19 pandemic, the availability of hand gel was in short supply with UK manufacturing output insufficient to meet consumer demand and as a result our cost price from our supplier Brodie & Stone increased circa 4 fold.
“Our pricing has been queried by the Competition and Markets Authority who instructed an audit on our pricing strategy during this period. We have fully co-operated with this enquiry and supplied all cost of goods information.
“As manufacturing output has increased over the period of the pandemic we have seen significant cost reductions in the price we are being charged by our suppliers. This reduction has been passed on to our customers as evidenced by the reduced pricing on our website.”
eBay said: “The single listing that Which? was able to share with us was reviewed and removed for reasons unrelated to price gouging.”
UK Meds: Which? sent details of the face mask reports it had received from consumers to UK Meds, but at the time of writing the company has not responded.
