Comment on the Competition and Marketing Authority’s investigation into Tesco’s proposed acquisition of Booker

25th Jul 2017

Commenting on the CMA’s investigation into Tesco’s proposed acquisition of Booker Jo Causon, CEO at The Institute for Customer Service, said:

“With competition amongst supermarkets, customers have the choice to provide, and switch, their custom. This choice is a key driving force behind ensuring customer service standards, as retailers seek to outperform, in order to increase loyalty and recommendation amongst their customers – both of which are proven to be tangible indicators of market share and ROI. The Institute’s most recent UK Customer Satisfaction Index found Aldi is the highest performing supermarket for customer satisfaction, whilst also making the largest gains in sales and market share.

“Competition is important to continue to support the raising of standards, and although we know price is also important, quality and the overall customer experience is even more so. The proposed merger must not threaten choice, it needs to further enhance the service from the eyes of the customer, so this should not just be about driving efficiencies but increasing a relentless focus on what’s good for the customer.’’ 


Notes to editors:

For further information please contact: 
Mike Petrook, Helen Glover - Institute Press Office
E: [email protected] / [email protected] 
T: 020 7260 2631 / 020 7260 2698 

About The Institute of Customer Service 
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships.  For more information about the Institute of Customer Service go to

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