Asda CEO promises faster checkouts and fuller shelves

Asda CEO David Potts has taken his first major step in office by directing all stores to focus on three core improvements designed to streamline the shopping process. In a memo sent to the retailer’s 1,100 store managers, Potts, who previously led Morrisons, outlined measures to cut down on customer frustration by improving checkout speed, organizing store layouts, and boosting staff availability.

One immediate priority is expanding the number of full-service checkout lanes, particularly to accommodate shoppers carrying large baskets. Potts also stressed that employees should spend more time on the sales floor, maintaining neatness and ensuring shelves stay fully stocked at all times. The aim is to eliminate unnecessary delays and help customers locate products more efficiently.

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During a visit to an Asda store in Pudsey on his first full day, Potts admitted that while the chain had regained its reputation for low prices, other elements of the shopping experience had lagged. “We’re making it harder than it should be for customers to get what they want, move around the store and pay for their shopping,” he stressed. “We need to change that, starting now, which is why I’ve instructed all our General Store Managers to open more full-service checkouts, spend more time on the shopfloor and get more product on shelves and well-presented throughout the day.” “The shopping trip is everything and by making Asda easier to shop so customers can find what they came for and get through the checkouts easily, they’ll come back and shop more with us.” He plans to return to stores this week and over the weekend to listen to customers and ensure colleagues have what they need to deliver the expected improvements.

Another key focus is ensuring products remain visibly stocked and properly displayed. Potts highlighted that shoppers should be able to find items without hunting through bare shelves or crowded aisles.