Morrisons is inviting customers to join its management meetings and will host monthly customer roundtables in stores, as its new CEO puts shoppers are the heart of his transformation plan.
Rami Baitiéh, who was hired as the supermarket’s boss in November, believes that “listening to customers and colleagues will show us the way” as he looks to “reinvigorate, refresh and strengthen” Morrisons, The Guardian reported.
“Since the pandemic, Morrisons has not been on peak form. Our market share has slipped slowly and consistently and (underlying) sales have been below the pack for a while,” he said.
The grocery boss said Morrisons would not hold any major meetings without the attendance of a customer panel to provide insights on how it could improve.
The panel will be asked questions about pricing, products and service, and will be able to ask management questions.
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The supermarket CEO added that the thoughts of store managers would also be prioritised within the company, noting that all stores would hold monthly shopper roundtables, with those that were particularly “challenged” holding them weekly.
He said that although there was “work to do” regarding improving prices, quality, ranges and profit margins, he remained “confident that Morrisons has the people, the talent, the assets and the desire to chart a bright future in UK grocery”.
The news comes after Morrisons sold its forecourts to MFG in £2.5bn deal earlier this week, as it took a minority stake in the petrol station giant.
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