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Sainsbury's - Hello, thank you for calling Sainsbury's. My name is [name], how can I help?

Mktg - Hi, I've just got a question. I tend to eat quite a lot of fish during Easter, and I've just heard this weird story that you've got rid of pollack, or something like that.

Sainsbury's - They've changed the name of pollack, yes.

Mktg - Oh, right. I was under the impression they'd got rid of it.

Sainsbury's - They haven't got rid of it, they've just changed the name. It's no longer called pollack. It's just changed its name to colin.

Mktg - What's it called sorry?

Sainsbury's - Colin.

Mktg - Colin?

Sainsbury's - It sounds like Colin, yes. It's a French word.

Mktg - Oh. It's a type of fish, though, right?

Sainsbury's - Yes, they've just changed the name of the fish. We are still stocking it.

Mktg - What's the reasoning behind that?

Sainsbury's - They just wanted to change the name of it. I don't think they liked the name of it, pollack, so they decided to change it to something else.

Mktg - Does that mean I can just go to my local shop and ask for Colin?

Sainsbury's - [laughs] Wherever you've been purchasing it recently, you'll still be able to purchase it, but the name has changed.

Mktg - So, has it changed across all stores?

Sainsbury's - It has, yes.

Mktg - And is that going to be forever?

Sainsbury's - That's the name it's going to be.

Mktg - Pollack is more sustainable, isn't it?

Sainsbury's - I think it is. To be honest, I don't really eat fish that often. But I believe it's meant to be.

Mktg - I think it's cheaper than cod as well.

Sainsbury's - Yes.

Mktg - But it's colin now?

Sainsbury's - Yes, you can go in and ask for a colin.

Mktg - Thanks for your time.

Sainsbury's - You're welcome. Goodbye.

Verdict - Although the call handler was polite and jovial, I would have expected her to have known more about sustainability issues relating to fish, especially as it is such a prominent issue at the moment. Also, considering the strangeness of the name change, I would have expected the customer help line to have been briefed properly on the details.

Score - 4/10