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Howard
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Yup, you put it better than I did, thanks!
And what @vilms5000 said too, Evans is like a Tesco, you just go in get your stuff and go, no service. Want service? Your local grocers or market will definitely do that or even Waitrose or Marks and Sparks to a certain extent.
But most just want convenience and cheap and yeah, self service checkouts, buy and go.
Could Evans have survived had they had better customer service? Probably, but that's only one of the many other problems they faced.