A supermarket delivery team’s battle through some of the heaviest snowfalls experienced in Cardiff for thirty years, to deliver groceries, has won it a major new award for customer service to blind and partially sighted people. 

Staff from Sainsbury’s store in Thornhill, have been awarded the ‘Top Service Award’ by Cardiff, Vales and Valleys (CVV), which provides support and services to people with sight loss in South Wales.
 
They receive the CVV Golden Pineapple Top Service Award; the pineapple has chosen by the charity as it represents the ancient symbol of welcome and hospitality.

The Sainsbury’s team was nominated by local resident Michael Bicknell, who is blind and relies on telephone-based ordering for all his supermarket deliveries.

Just before Christmas, Mr Bicknell had made his usual call for his order but feared the delivery drivers would not be able get through the heavy snow which had left many Cardiff roads impassable, especially as his house is on a hill.

Mr Bicknell was surprised and delighted when two delivery men from Sainsbury’s battled through the snow lugging the delivery boxes on foot and delivered his vital groceries on time, enabling him to cope with the harsh winter.  He later rang Sainsbury’s to tell them he was so pleased, he was nominating them for an award.

Carol Adams, Head of Development at CVV said:

“In a world where people with sight loss are amongst the most vulnerable to poor service, we want to celebrate exceptional customer service, in the belief that it will encourage others to improve and excel.

Our Top Service Award is particularly important because it is the winner is nominated by blind and partially sighted people themselves, based on their own first hand experience.  I congratulate the staff and Sainsbury’s as a whole for displaying exceptional service which makes a very real difference to the lives of our members like Michael.”

Tim Hagan, Store Manager of Sainsbury’s Thornhill said:

“We are honoured to receive this wonderful award and I thank my delivery team for their commitment to customers over and above their call of duty. Their team effort that has delivered such praise from CVV demonstrates our core values as a supermarket at their very best.”

CAPTION: Pictured with the CVV Top Service Award, L-R – Carol Adams, Head of Development CVV, with Sainsbury’s staff Abbie Botton (Online Shopper), Tim Hagan, Store Manager (back) and Alan Cooper (Online Driver)