Centrebound help Ocado deliver compliant customer service

Ocado selects Centrebound to ensure age restricted products are delivered in-line with the Challenge 25 policy.

The Ocado Group is recognised as one of the pioneers in online grocery shopping and delivery in the UK and have grown to be the world’s largest dedicated online grocery retailer.

Using Centrebound’s expert mystery shopping services, the retailer monitors the compliance of their home delivery grocery drivers to ensure items that are age restricted, such as alcohol, cigarettes or knives are not handed over to anyone under age.

Drivers are to adhere to Ocado’s Challenge 25 policy which involves them requesting identification when making deliveries of age restricted products to customers who may appear to be 18 – 25 years of age.

The growth in popularity of grocery home deliveries, increases the importance of ensuring compliance for policies and procedures are being met by delivery drivers.

Challenge 25 mystery shopping can be combined with other aspects of customer experience or compliance checks that Centrebound provide.