Store location: South West England
Enquiry: Bodycare for sensitive skin
Our secret shoppers have never given a full 10/10 for any of our sections before. This store, which marries a personal approach with a professional service, is a first.
First impressions
I find this health food shop’s website via an online search which highlights their positive reviews.
My first impressions are of a professional looking site. The homepage is attractive and key information to help with online shopping is shown clearly. The site looks inviting to browse further.
Information on their physical shop is a little bit more hidden away but still quite straightforward to find.
Verdict 9/10
Website layout
The online shop offers mainly supplements and beauty products, including lots of popular brands. It looks like their physical shop stocks a wider range of products to those available online.
The online categories are clearly laid out and sensibly organised, making it straightforward to browse. However, finding certain types of products – such as vegan options – might be easier if it was possible to filter product lists.
Product information is quite detailed, including ingredients and delivery costs. However, I can’t seem to see pricing when on the product page itself (although this is clear when viewing lists of products).
Verdict 7/10
Personal attention
Well-written blog posts are featured clearly on the website, giving a personal but still professional feel. Product pages include an easy option to ask their team questions, should I need more information.
They have glowing online reviews, with lots of customers praising their excellent advice and customer service. They seem very active on social media, with posts which come across as both friendly and professional.
Verdict 10/10
Check out
I find the shopping basket intuitive to navigate. A choice of guest or account-holder checkout is offered – I find this easy to use, with a straightforward one-page form.
Delivery options including click and collect are shown clearly, although I have to enter my address to see UK delivery costs on the checkout page. Several payment options (all from well-known providers) are available – again, shown very clearly.
Their order processing emails look professional and keep me updated, while my order is delivered swiftly and packed well.
Verdict 9/10
Overall impression
Overall I found that this shop managed to balance a friendly tone with a professional service. I would happily shop with them again and would enjoy visiting their physical shop to check out the full range of products that they sell.
Verdict 9/10
Total marks 44/50
Read the previous Secret Shopper report here...
The Awards are run in conjunction with the Health Food Institute and reward excellence in independent health store retailing. The winner is selected from the stores visited by the New Natural Business secret shoppers throughout the year.