Client Testimonial: Scotmid Co-operative on strengthening allergen safety in food-to-go
Allergen safety isn’t a “nice to have” in food-to-go — it’s a customer trust issue, every day, at the counter. Policies matter, but what really protects customers is what happens in real interactions: how teams respond to an allergen question, where they check information, how confident they sound, and whether the customer walks away feeling safe.
That’s why Scotmid Co-operative has partnered with Serve Legal for the last five years, running an ongoing programme of Customer Experience Allergen Audits across their full estate every month. Using real-world, scenario-based requests, the programme is designed to test both compliance with internal allergen processes and the customer experience and confidence in the information provided.
Just as importantly, Scotmid’s estate includes stores in highly remote locations — and the programme still delivers consistent, actionable insight across every site, from central towns to Wick and Thurso.
Client Testimonial: Scotmid Co-operative Comment
“Serve Legal provides Scotmid Co-operative with a robust and insightful service to support us in managing and improving our allergen compliance. The audits focus on staff compliance with our internal policies as well as the customer experience and customer confidence in the information provided. Allergen safety is an extremely important area for our business so our programme with Serve Legal helps us to accurately monitor performance as well as identify training needs and areas for improvement.
A number of our stores are in very remote areas, as far north as Wick and Thurso, but Serve Legal have always been able to audit any store that we have requested no matter how challenging the location. The audit reports are always delivered in an accurate and timely manner and any queries are dealt with promptly and professionally. I would have no hesitation in recommending Serve Legal’s allergen audit service to others who are looking for insight and assurance in this area of retail compliance.”
— Compliance Manager, Scotmid Co-operative
When allergen risk is real, insight has to be real too — not assumptions, not tick-boxes, not “best case”. Independent, customer-led audits help you see what’s happening on the ground, spot patterns, and target training where it will actually reduce risk.
Find out more about Serve Legal’s Customer Experience Allergen Audits and Dining Mystery Shopping.
To learn more about our audit programmes, get in touch with our team or view our range of services at servelegal.co.uk.
