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.
Gilmours launched an International Wine Competition
Gilmours launched an International Wine Competition
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Gilmours launched an International Wine Competition

170 wines were entered in an inaugural competition for Gilmours to recognise quality, international wines in New Zealand. Each wine was independently judged in a blind process and shortlisted to the Top 20 Wines to make it easy for our Gilmours’ customers to pick the top drops to serve at parties, weddings, and to their own customers.
We developed a Market Study Dashboard
We developed a Market Study Dashboard
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We developed a Market Study Dashboard

We’re privileged to play our part in providing New Zealanders with their grocery needs, and we’re committed to making it easier for customers to find value when they shop with us. We want to be transparent with everyone about the progress we’re making on our commitments to implement the Government Market Study recommendations, so our customers have confidence that we’re accountable and operate with integrity. We developed the Market Study Dashboard to give everyone a clear picture of what we’re doing to deliver on our Market Study action plan.
We’ve made great progress on our customer driven range reviews and commercial model changes
We’ve made great progress on our customer driven range reviews and commercial model changes
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We’ve made great progress on our customer driven range reviews and commercial model changes

Two years into our customer driven transformation, we’ve made some great progress on getting the right products on the right shelf at the right time for customers. This has meant using our data and insights to develop 37 customer driven ranges, including changing our frozen range in the freezer to give customers a range that more accurately meets the needs of our customers and makes it easier for them to shop in our stores and allows more space for innovation and new products.
We used data to change the game for customers
We used data to change the game for customers
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We used data to change the game for customers

Through our partnership with global retail experts dunnhumby, we’ve started using more tools and insights in everything we do so we’re buying, ranging and displaying what customers love more often. This includes our new SymphonyRetail space management tool, which helps our New World and PAK’nSAVE teams make better decisions about what goes on the shelf and how it shows up for our customers.
We’re supporting emerging suppliers to innovate for our customers
We’re supporting emerging suppliers to innovate for our customers
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We’re supporting emerging suppliers to innovate for our customers

For the first time this year, Foodstuffs North Island have gotten behind the FoodStarter competition. In partnership with the Ministry of Awesome, we’re accelerating the country’s most innovative start-ups with a prize package that puts their products on our New World shelves. Kaitahi As One were our inaugural winners in 2021 with their frozen superfood smoothie drops using traditional Māori ingredients such as puha and kawakawa, and Lilo Desserts, who plan to make plant-based cheesecakes using rescued fruit from New Zealand orchards.
Christmas got easier with the addition of the Festive Meal Kit to our Simply Dinner range
Christmas got easier with the addition of the Festive Meal Kit to our Simply Dinner range
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Christmas got easier with the addition of the Festive Meal Kit to our Simply Dinner range

We partnered with Annabel Langbein to create meal kits that give our customers a choice between two classic Christmas mains and all the trimmings plus dessert, so that they can spend more time on festive celebrations with loved ones and less time on food prep.
We launched a Customer Promises Insights Tracker across all our brands
We launched a Customer Promises Insights Tracker across all our brands
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We launched a Customer Promises Insights Tracker across all our brands

This handy tool makes it easier for us to stay in tune with what our customers love about shopping in our stores and what we can do better, so that we can keep giving them more of what matters to them. It’s also given us a new way of measuring customer satisfaction in every store, every month, based on our promises to our customers of delivering great value, experiences and solutions for their shopping.
It's easier to use our Gilmours digital experiences
It's easier to use our Gilmours digital experiences
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It's easier to use our Gilmours digital experiences

We’ve launched a new and improved search function on our Gilmours website so customers can always find what they need. Our new digital signup process also makes it easier than ever to become a Gilmours customer.

Our Supply Chain is getting safer and more efficient
Our Supply Chain is getting safer and more efficient
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Our Supply Chain is getting safer and more efficient

Our Distribution Centre (DC) Teams, Replenishment team and Transport teams are hard at work to keep gaining efficiencies in our supply chain processes. This year we’ve delivered significant efficiency improvements, while dealing with multiple lockdowns, record volume, high inflation, and international supply chain disruptions. We’ve made great progress on Imports Buying, Warehouse Management System Optimisation, driving DC labour standards, transport planning optimisation and pallet supply programme to our suppliers for better on-shelf availability so that products are available in store when our customers want them.

Our technology helps us to keep working smarter
Our technology helps us to keep working smarter
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Our technology helps us to keep working smarter

The pressures of the COVID environment haven’t stopped us from optimising our core functions and improving our digital capability. This year we:

 

- Saved more than 15,000 hours of manual work by using Robotic Process Automation to process over 1.8 million invoices and statements
- Reduced disruptions to our supply chain caused by technological faults by 15%
- Provided our frontline store team members with new communication tools for better collaboration so they can spend less time on admin and more time on customer service
- Continued to support remote flexible work for team members across the co-op to keep our people safe in uncertain times