`There doesn't seem to be as many Irish products as before'

Despite the introduction of a new labelling system aimed at highlighting Tesco's commitment to Irish-produced goods, a perception remains among shoppers that such goods are being edged off the shelves by imports, many of which carry the company logo.

Of more than 40 customers surveyed by The Irish Times at Tesco stores in Dundrum and Stillorgan in Dublin, more than half said they had difficulty finding brands which were readily available before the takeover last year.

"There doesn't seem to be as many Irish products as before, or, at least, they're not as well placed," said Ms Gwen Reddy from Stillorgan in a typical response. "By looking at the labels, you get the impression they are importing more from England and are giving their own brands more space. Normally where you'd find Birds Eye fishfingers, for instance, you find Tesco fishfingers instead."

Overall, there was a mixed response to the changes introduced since Tesco's arrival. Some felt the company offered better value and more choice through its branded goods. However, others complained of falling standards of fruit and vegetables, an increase in pre-packaged and pre-wrapped foods as well as a decline in the quality of customer service.

Ms Deirdre Daly from Ballinteer said she recently switched from Tesco to Superquinn because of the way in which "the quality of fruit, vegetables and frozen foods has gone down". She said she had also noticed a lot of imported goods "infiltrating the shelves. I try to buy Irish as much as possible but I find it harder at Tesco's. There seems to be less and less Irish goods available. That goes for everything from dairy products to carrots and potatoes."

Her views were echoed by Ms Liz Watson from Kilmacud who said the only thing keeping her at Tesco was the parking facilities and extended opening hours at her local store.

"I always said that the quality of food at Quinnsworth was much better than all the others. But since Tesco came in that's changed. I'm very concerned about the vegetables, in particular. It's all pre-packed Tesco potatoes and onions. There's no choice anymore."

She added: "the expertise which was once there has also gone. You don't get the feeling of a management presence on the floor and that doesn't give you confidence."

A recurring complaint was that there were fewer skilled bag-packers than before and that queues were longer at the checkout.

Others, however, expressed satisfaction at the quality of service and food.

"The selection of meats and frozen foods is as good if not better than before," said Ms Bernie Smith from Arklow.

"The shops are well laid out and although there are a lot more prepackaged vegetables you can buy them loose as well."

A number of respondents, particularly those with families, welcomed the savings made by being able to purchase fruit and vegetables close to their sell-by date at a lower price than normal.

"Prices in general are better than other places," said Ms Priscilla Lawrence from Dundrum. While she said she had problems finding certain brands, including toiletries like Clairol, "I've just learned to adapt to the own-brand products. Tesco have a lot more of them than Quinnsworth ever had and they're generally cheaper than other brands."

Regular customers who shopped at a number of Tesco outlets said there was often a large disparity in standards.

Ms Fiona O'Connor from Churchtown said she hadn't any problems with the store at the Nutgrove shopping centre in Rathfarnham, but she had complained to the management in the Dundrum store on a number of occasions about poorly-stocked shelves.

"Even the basics like tomatoes and cheese aren't there sometimes. They said they had a problem finding staff but it's more than that. The selection just isn't the same as it was before with Quinnsworth."

Some shoppers blamed new employment practices for a decline in the quality of in-store customer service with more young, casual staff being used to accommodate the extended opening hours.

"If you ask the staff for anything nowadays, the answer is always the same. They haven't a clue," said Ms Therese Coffey from Churchtown. "All the mature staff seemed to have been replaced by youngsters who don't give two hoots. They just tell you to go and find things yourself."

She added: "The stocks are kept terribly low. Every time I go in there's something I can't find. I don't think I'll go anymore. After Christmas, I'm switching to SuperValu."

Employment at Tesco has risen from 8,500 at the time of the acquisition to more than 10,000, partly due to the opening of two new stores and partly due to a change in the shift structure. The company puts an emphasis on targeting older people when recruiting, offering flexible hours and full training.

In response to The Irish Times survey, Tesco Ireland said it was "very pleased with customer reactions to the re-launched Tesco stores throughout Ireland and believes that Irish consumers will be very well served by what we offer them over the years ahead".

In a statement, it said it regularly held focus panels and discussion sessions with its customers and staff and these provided an accurate reflection of customer opinions.

"The product range in our stores comprises an extensive selection of Tesco brand and other branded goods made in Ireland and elsewhere. Already, some 200 Irish-made Tesco brand products are available in all stores. These are well supported by customers.

"Our feedback to date is substantially positive and we are seeing this positive response by consumers in increased numbers and trading throughout the country. Customers often point out aspects of our stores or product range where they would like to see improvements or changes. We reflect these customer requests in the presentation and content of our stores."