Results and Highlights

Through lockdowns and uncertain times, we delivered on our customer driven aspiration and made sure New Zealanders got more out of life.

Our Results

 

70%

Store customer satisfaction 

$8.9b

Retail and wholesale store sales

4.8

Lost Time Injury Frequency Rate (LTIFR)

71%

Overall Co-op employee engagement
1. Here for our communities, customers and people through COVID-19
1. Here for our communities, customers and people through COVID-19
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1. Here for our communities, customers and people through COVID-19

As one of a few retailers that were privileged to trade through COVID-19 lockdowns, we focused on making sure New Zealanders had what they needed, and that our teams felt safe. We gave allowances to our people on the frontline, provided hot food to every shift in the distribution centres (DCs), unlimited personal protective equipment, special pay for those who felt vulnerable, and brought in new safety processes to deliver physical distancing.

 

We gave more than $1 million to 54 social organisations that were helping New Zealanders facing immense hardship as a result of COVID-19, and worked tirelessly to deliver our social promises of healthy and affordable food, meaningful work, supporting our local communities, and sustainability leadership.

 

We were privileged to partner with the Wellington City Mission to open New Zealand’s first social supermarket, we sponsored the Christchurch City Mission’s Christmas Tree, matched Giltrap’s Christmas food drive for the Auckland City Mission, and raised $34,000 in New World vouchers for the Missions in partnership with Flybuys.

2. PAK’nSAVE led the way in fairness
2. PAK’nSAVE led the way in fairness
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2. PAK’nSAVE led the way in fairness

PAK’nSAVE was named one of New Zealand’s most reputable companies with its policy of New Zealand's lowest food prices, and the leader in fairness across the top 50 corporates in New Zealand in the 2020 Colmar Brunton Corporate Reputation Index.
3. Four Square won the Best Employer "hat trick"
3. Four Square won the Best Employer "hat trick"
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3. Four Square won the Best Employer "hat trick"

Four Square was once again named a top employer in Australasia, showing we have some of the most motivated and engaged people looking after the needs of customers in our stores.

 

This was Four Square’s third win after an engagement score of 86%, which is a credit to every team member’s hard work to support their communities through one of the most challenging times New Zealand has ever faced.

4. Two brand new stores started offering awesome experiences
4. Two brand new stores started offering awesome experiences
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4. Two brand new stores started offering awesome experiences

We opened two New World stores in Hobsonville and Ormiston, bringing our great value, sensational fresh food inspiration and awesome experiences to these vibrant communities.

 

We weren’t the only ones who were excited about opening the doors, with local customers arriving in droves to check out what their brand new stores had on offer.

5. Pams made Christmas go further for more customers than ever
5. Pams made Christmas go further for more customers than ever
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5. Pams made Christmas go further for more customers than ever

New Zealanders enjoyed more than 310 million Foodstuffs Own Brand boxes, bags, bottles or packets sold in our stores. We also knew Christmas would be a tough time for some people, so we put on our Santa-themed caps and came up with three different but equally delicious Christmas feasts. Created to suit any budget, we wanted to make sure all New Zealanders could enjoy a wholesome celebration with their loved ones.
6. Foodstuffs North Island was voted New Zealand’s Large Retail Employer of the Year
6. Foodstuffs North Island was voted New Zealand’s Large Retail Employer of the Year
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6. Foodstuffs North Island was voted New Zealand’s Large Retail Employer of the Year

We cemented our place among the country’s top retailers after being voted Retailworld NZ Large Retailer of the Year for the third time in a row.

 

These awards are for companies that stand out from the rest as the best places to work, with meaningful work and fulfilling careers for our people.

7. Gilmours won Medium Retail Employer of the Year
7. Gilmours won Medium Retail Employer of the Year
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7. Gilmours won Medium Retail Employer of the Year

Gilmours took out the Retailworld NZ Medium Retail Employer of the Year for the first time, showing our wholesale stores are a great place to work.

 

They were recognised for their leave policy, leadership style, work-life balance, employee retention, business culture, training and development.

8. We opened our new Auckland home to connect our people, suppliers and customers
8. We opened our new Auckland home to connect our people, suppliers and customers
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8. We opened our new Auckland home to connect our people, suppliers and customers

After five decades at Roma Road in Mt Roskill, we moved house to our new purpose-built Auckland home at Foodstuffs Landing Drive. This brings our Upper North Island ambient operations together in one place to support our customer driven aspirations, with the latest technology, design and safety features so we can cope with much bigger volumes coming in and going out. Now we are well positioned for the future to meet our customers’ ever-increasing need for ever-increasing need for value, availability, choice and convenience.
9. Supported the South Auckland community through tough times
9. Supported the South Auckland community through tough times
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9. Supported the South Auckland community through tough times

PAK’nSAVE Manukau and PAK’nSAVE Māngere have long supported their local South Auckland community, generously getting behind Buttabean Motivation and Māngere Budgeting Services to help people in need.

 

When we opened Foodstuffs Landing Drive, we showed further commitment to our new South Auckland neighbourhood by donating a total of $100,000 to these two local organisations over the next two years, plus a monthly delivery of a pallet of food.

10. Gave people choice and dignity through the social supermarket
10. Gave people choice and dignity through the social supermarket
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10. Gave people choice and dignity through the social supermarket

In a first for New Zealand, New World proudly partnered with Wellington City Mission to set up a social supermarket for locals in need of some extra help. Instead of collecting food parcels, people can go into the social supermarket to choose their own grocery items for free. It gives them choice and dignity, and has been tremendously well received, with volunteers reporting people often get quite emotional and overwhelmed when they come in for the first time.

 

New World Wellington City donated shelving, New World Thorndon donated the Produce bins and trolleys, New World Railway donated shopping baskets, New World Whitby donated the chiller unit, and New World Newtown is a long-term supporter who provides ongoing bread donations. Our New World team designed the space and systems with 3,000 products and trained 12 volunteers.

11. Foodies Foundation raised over $660,000 to help Foodies in need
11. Foodies Foundation raised over $660,000 to help Foodies in need
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11. Foodies Foundation raised over $660,000 to help Foodies in need

Together with our people, suppliers and partners, we raised $661,036 for our Foodies Foundation in FY21.

 

This helps fellow Foodies in times of need, and it’s incredibly heartening to see our people being in it together and making a difference to 69 families who really needed it during the year.

12. Supported Eat My Lunch to feed thousands every day
12. Supported Eat My Lunch to feed thousands every day
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12. Supported Eat My Lunch to feed thousands every day

We gave full-time support to Eat My Lunch during their growth phase after winning the Government’s tender for the Healthy School Lunches Programme.

This programme provides tasty lunches for 16,500 Kiwi kids every day.

13. Launched New Zealand’s first carbonzero milk
13. Launched New Zealand’s first carbonzero milk
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13. Launched New Zealand’s first carbonzero milk

We were part of the launch of New Zealand’s first carbonzero milk, Simply Milk. This milk’s carbon emissions are offset through carbon credits which support forest regeneration and renewable energy projects. Simply Milk went on to be named one of the Top 10 New Products by IRI in 2020.

14. Got New Zealand growing again with Little Garden
14. Got New Zealand growing again with Little Garden
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14. Got New Zealand growing again with Little Garden

Back by popular demand, New World’s Little Garden campaign gave away 10 million plastic-free seedling kits nationwide over six weeks. We also reached 125,000 of the nation’s littlest gardeners at 3,250 schools nationwide through our partnership with Schoolkit. Interesting fact: COVID-19 restrictions meant another first for New World – a fully animated TV commercial to promote the campaign.

15. Reached 185,000 kids with Food for Thought
15. Reached 185,000 kids with Food for Thought
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15. Reached 185,000 kids with Food for Thought

Our Food for Thought programme helped more than 185,000 students understand why the choices they’re making will improve their health, and it’s another way we’re supporting healthier and more informed communities. Food for Thought is a free, school-based nutrition education programme for Year 5 and 6 students.

16. New World’s Family2Family Appeal became our most successful foodbank drive
16. New World’s Family2Family Appeal became our most successful foodbank drive
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16. New World’s Family2Family Appeal became our most successful foodbank drive

With COVID-19 putting immense pressure on foodbanks around the country, New World got behind the City Missions by launching the Family2family Foodbank Appeal. Customers were able to fill up a special brown paper bag during their own shopping, and their generosity delivered more than 42,000 bags to foodbanks across the North Island and helped the most vulnerable in our community.

17. Four Square honoured community heroes
17. Four Square honoured community heroes
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17. Four Square honoured community heroes

After more than 96 years of looking after each other, Four Square wanted to more actively recognise local community heroes and launched the Four Square Christmas Community Hero Awards. These awards celebrate individuals who have had a positive impact in their local community by looking after the elderly, vulnerable or housebound, feeding neighbours or bringing communities together.

18. Delivered on our 2025 packaging commitments
18. Delivered on our 2025 packaging commitments
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18. Delivered on our 2025 packaging commitments

As well as joining the Climate Leaders Coalition and signing up to the New Zealand Plastic Packaging Declaration, we rolled out several initiatives this year as part of our 2025 packaging commitments. These include the 100% plastic-free Little Garden promotion and best practice packaging guidance for all our fresh food departments.

19. Provided nine million meals through our national food rescue partnerships since 2014
19. Provided nine million meals through our national food rescue partnerships since 2014
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19. Provided nine million meals through our national food rescue partnerships since 2014

Since our journey to minimise waste started in 2014, we’ve provided the equivalent of nine million meals to local communities through our partnerships with food rescue organisations and foodbanks. Plus, 165 New World and PAK’nSAVE stores, distribution centres and sites across the country are now collectively fighting the war on waste as we target zero food waste to landfill by 2025.

20. Introduced the Foodies Apprenticeship in Retail for our people
20. Introduced the Foodies Apprenticeship in Retail for our people
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20. Introduced the Foodies Apprenticeship in Retail for our people

We’re growing our grocers of the future, so this year we introduced the Foodies Apprenticeship in Retail with a Level 4 qualification for general retailing skills and knowledge.

This means our store teams outside of butchery and bakery now have a new career path to follow, and 30 people enrolled in the apprenticeship this year.

21. Developed our Māori and Pasifika leaders through Ruia te Kākano
21. Developed our Māori and Pasifika leaders through Ruia te Kākano
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21. Developed our Māori and Pasifika leaders through Ruia te Kākano

This year we launched the Ruia te Kākano programme for our upcoming Māori and Pasifika leaders, together with Indigenous Growth.

Through a mixture of workshops, team projects and personal coaching, our people can now develop their leadership skills and confidence.

Our Customer Driven Year

We reached some big milestones in the second year of our transformation into one of the most customer driven retailers in the world.