Tesco bans staff from wearing headphones amid customer outcry [Video]

The move in the supermarket giant’s updated uniform policy requires staff to not wear headphones while in customer-facing areas on the shop floor.

Although previously part of the supermarket’s health and safety policy, the requirement is now included in the uniform policy. 

The change comes amid declining customer satisfaction scores at the chain, according to an independent industry body.

It is understood to be aimed at making sure staff are as responsive as possible to staff queries, but excludes those using hearing hearing assistance or sensory devices, as well as company headsets.

According to the Institute of Customer Service, which researches retailers’ customer service satisfaction, Tesco’s scores have slipped from 81.7 two years ago to 79.8 in July last year and again to 79.4 this year out of a possible 100. 

Tesco said in its most recent results that its customer satisfaction scores were “continuing to improve”.

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