and so it goes, at fresh & easy

We had our most successful opening to date this week, at Manhattan Beach.

This was our first opening since we took our 12 week pause, after we had opened 61 stores at breakneck speed.

We used that time to reflect on what customers had told us they liked, and what they'd like to see improved - and then to improve the shopping trip for them.

For example, customers told us that they really liked our prepared meals, made fresh daily in our purpose-built kitchen, but they wanted a wider selection to choose from. So we've developed and introduced a number of new products for them.

Or again, they told us they really liked how clean and organized our stores are, but for some, they were a little cold, and difficult to understand.

So we've taken the time to introduce a bit more color into all our stores, together with a bit more explanation of what fresh&easy is about.

Of course, you could argue that this is all a sign of weakness, that we had got things wrong. But that would be to misunderstand the way we do business.

Listening, and then acting on it, is in our view the way to build long-term relationships with customers. It means our shopping trip is always improving, and staying in tune with changing needs.

It's a simple win-win. Customers get a better and better shopping trip, and we become more successful.

And that, surely, is how it should be.....