Results and Highlights
Despite the challenges of year two of the COVID-19 pandemic we continued to deliver for our customers and communities.
New World Customer Promise Score
PAK’nSAVE Customer Promise Score
Four Square Customer Promise Score
*Note: The Four Square customer promise score reflects the result for the period between September 2021 to March 2022.
Retail and wholesale store sales
down from 4.8
Lost Time Injury Frequency Rate (LTIFR)
1. We were here for New Zealand in many ways
FY22 was a year of challenge for many New Zealanders and we focused on how we could best provide direct support to many individuals and families who faced difficulties throughout this time. As a co-operative, we were able to give more than $6.4 million in donations, foodbank support, emergency funding and sponsorships of local communities. With these contributions, we’re aiming to support our communities in a meaningful way and reduce food poverty, so that every New Zealander can access healthy and affordable food with dignity. Some of the contributions we made include:
• Grocery donations equivalent to 486,142 meals given to the New Zealand Food Network.
• $62,000 towards the Tongan Relief efforts for those affected by the volcano eruption and tsunami.
• $250,000 national contribution to City Missions via New World’s Family2Family foodbank appeal.
• $50,000 to Buttabean Motivation and Mangere Budgeting Services to support those in need in the South Auckland community.
• $50,000 to the Student Volunteer Army to provide a safe way for vulnerable customers to get their groceries.
2. Made Rapid Antigen Tests accessible throughout NZ
We had two key jobs to do through the pandemic: keeping our people safe and available for critical work, and keeping products on the shelf for New Zealanders. As the country battled the impact of Omicron, Foodstuffs moved fast with our supplier partners, our sister co-operative in the South Island, and the Government to use our robust end-to-end supply chain to sell Rapid Antigen Tests (RAT) at cost in stores nationwide. We also distributed RATs through wholesale to more than 250 New Zealand businesses to give them the confidence to know they were doing their best to keep their teams safe at work.
“We felt it was the right thing to do to use our end-to-end supply chain to help other businesses and the Government. We’ve had great support from our supplier partners throughout the pandemic and wanted to do our part to enable our industry to play its part in supporting New Zealand through peak Omicron,” says Chris Quin.
3. We worked closer than ever with our supplier partners to keep New Zealanders fed through COVID
Through all the pressures of COVID-19 lockdowns, global supply chain upheaval and anxious communities, our supplier partners moved mountains to keep the food chain moving, our shelves stocked and our people safe. Their efforts meant all our stores were able to stay open for customers and offer them certainty and stability at a time when the world was in crisis.
4. 37,521 free meals provided to our supply chain team members during lockdowns
We’re incredibly proud of the way our supply chain teams stepped up during the most trying times of lockdown to keep stock on shelf for all New Zealanders. As a way of supporting our hardworking teams, we provided free hot meals and fresh fruit throughout the lockdown period.
5. Made Foodies a more diverse and inclusive place to workWe’re passionate about making sure that Foodies is a place where each person in our team of 24,000 feels celebrated for who they are and the value they bring to our co-operative. This year we’ve made strides towards building a more diverse and inclusive workplace for our people, with the introduction of new policies such as Free Period Products and enhanced Paid Parental Leave, and an updated Diversity and Inclusion Policy that outlines our commitment to honouring our people as our taonga and making sure that Foodies is a safe place for them to contribute as their full authentic selves.
6. We welcomed our first cohort of SAP apprentices
We’re providing more opportunities for meaningful work and career development through our new 18-month SAP Apprentice Programme. The apprenticeship gives participants hands-on experience in SAP and builds their technical and practical knowledge in a globally sought-after skillset, as well as a fully-funded formal qualification in SAP when they finish.
7. Our home at Landing Drive achieved a 6 Green Star Rating and received accolades in the Property Industry Awards
We’re committed to being leaders of sustainability in our community and achieving the 6 Green Star rating for our new Auckland home is one of the ways we’re driving improvements in this space. Our rooftop panelled with 3000 solar panels and rainwater harvesting systems enables us to operate at minimal impact to the environment.
The building was also awarded the Excellence Award and the Green Building Award at the 2021 Property Industry Awards, in recognition of a design that has seamlessly combined sustainability with operational efficiency.
8. We supported Super Saturday Vaxathon to keep New Zealanders safe from COVIDWorking closely with the Government, District Health Boards, and local community groups, we pulled out all the stops to support vaccine take-up across key areas that had been harder to reach. Many of our stores became vaccination sites to support the initiative, as well as giving away vouchers, free lunches and other incentives to encourage everyone who was able to get vaccinated, for the good of all our communities.
“Throughout this pandemic our goal has been to keep people safe and keep products on the shelves. Supporting Super Saturday, and beyond, was a measure of our care and concern for our people, their families, our customers and the community in general. Making it quicker and easier for our team members and shoppers to get a vaccine is the right thing to do – it’s how we awhi each other,” says Chris Quin.
9. Connecting our suppliers and Leadership Team to strengthen relationships
We’re committed to doing what we can to make the retail industry a positive place for everyone. That’s why we’ve created more channels to engage with our suppliers, so we can foster relationships based on trust and transparency. This year we’ve started hosting regular Q&A sessions with our suppliers where they can engage our senior leadership team with any questions or concerns they may have.
10. Pams partnered with RSA to give a taste of Kiwi Christmas to New Zealanders serving overseas
We gave 120 boxes of Christmas goodies to New Zealand Defence Force (NZDF) personnel who are currently deployed, so they can have a taste of Kiwi Christmas while serving away from their home and loved ones. We worked closely with partners at RSA to make sure that from the Sinai Desert to Antarctica, overseas NZDF personnel were able to enjoy scorched almonds, chocolate chunk cookies and fudge from our Pams Finest range during the festive season.
11. In its first year, the Social Supermarket helped 3,268 Wellingtonians who are doing it tough
With so many families going through tough times, we’re privileged to have supported so many Wellingtonians who needed extra help through the Social Supermarket, a supermarket where people who need support with food can shop for what they need in a supermarket environment. Whether it’s ongoing support, or a week’s worth of groceries to keep a family out of debt, we’re both humbled and proud of the impact our partnership with the Wellington City Mission has had on the community of Te Whanganui-a-Tara. Our local New Worlds and supplier partners continue to support the Social Supermarket with regular food donations so that families in need can continue to have the dignity of choice.
12. We celebrated our supplier partners through our inaugural Supplier Partnership Awards
We want to recognise our supplier partners for the part they play in helping us deliver a great offer for our customers. Through our Foodstuffs Partnership Awards, we’re celebrating the suppliers who are driving product innovation, sustainability leadership and overall excellence in the grocery retail industry.
13. Supported Eat My Lunch to provide healthy lunches to kids in school
Eat My Lunch provides tasty lunches for up to 18,000 kids each day at school. As part of our continued partnership with Eat My Lunch, we’ve supported them in building their supply chain capability so their programme can reach more Kiwi kids.
14. Four Square wins Best Employer Award for the fourth year running.
Four Square was once again named a top employer in Australasia. With an engagement score of 81% we’re proud of the hard work our teams have continued to do over trying times, and of the privilege we have of supporting them in their careers.
15. Our long-term partnership with Food for Thought helped us reach another 16,000 children
Through our partnership with the Food for Thought programme, we continued to help educate thousands of Year 5 and Year 6 children on how to make healthy choices when it comes to food. The school-based programme gives these students in-class access to a nutritionist so they can learn about healthy nutrition and how to read food labels.
16. We’re working smarter with our produce suppliers
For the first time our commercial operating model for produce is now aligned across the North Island and all our produce suppliers. The change has been a long time in the making and delivers great benefits for our suppliers, giving them better transparency, and reducing the complexity involved in dealing with our owner operator model, making it easier for them to work with us efficiently every day.
Our Customer Driven Year
Delivering on our aspiration to become one of the most customer driven retailers in the world has never been so important and we are proud of the progress we made in FY22.