Our Concise Annual Report for Foodstuffs North Island Limited Year ending 29 March 2020

Copyright 2020 © Foodstuffs North Island Ltd

01. Our Customers
Foodstuffs 2020 Annual Report
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Our Concise Annual Report FY20


Our Customers

Our purpose is to make sure New Zealanders get more out of life and we aspire to be one of the most customer driven retailers in the world.

Our team of over 24,000 Foodies based across Te Ika-a-Māui, our North Island, are on a daily mission to keep the promises we make to our customers, continuously proving our loyalty to them through our actions.

This is Willa

Working mum of two from Tāmaki Makaurau Auckland

At Foodies we’re obsessed about really understanding our customers so we consistently deliver what they need and value.  We’re transforming our business so our customers see and feel that we really get them through everything we do.

This is Shazza’s nana

Shazza’s nana loves her local New World in Papatoetoe

Who are our customers

Our customers are every day New Zealanders just like you, with their own unique needs, challenges, goals and aspirations.


Every week an average of 2.7 million customers walk through the doors of our physical stores or click into our online shopping experiences. Shopping for food and groceries is central to many, if not all New Zealanders’ lives. Our stores are places where almost everyone in a community goes on a regular basis. They’re hubs for communities, especially in our city suburbs and regional towns. They’re places where people make their most basic health decisions. They’re places our business customers rely on to deliver for their own customers. They’re an important part of New Zealanders’ daily lives.


We live and work in the same communities as our customers and it’s an honour to be such an essential part of making New Zealanders’ lives better every day.

What matters most
to our customers

Every customer who visits our stores, or shops with us online, has their own priorities when it comes to getting their food and grocery shops done in amongst everything else that needs to happen for them in a day.


We’re always engaging with our customers to understand their reality, what’s important and what they value most. We have found through our regular customer conversations and ‘always on’ feedback solutions that there are common priorities that are important to our customers. These include:


  • Fair pricing
  • Good value
  • Really fresh produce
  • Simple meal solutions
  • Awesome service from friendly people
  • Fast in-and-out of physical and online stores
  • Finding products they want and need on the shelf
  • Discovering new products easily
  • Help to reduce their environmental impact
  • Support for those in the community that are in need
  • And for our business customers, support to be as efficient as possible

Why our customers
can count on us

We’ve been a part of New Zealanders’ daily lives for nearly 100 years – since 1922 in fact. This is a privilege that we don’t take for granted and we work hard every day to meet our customers’ needs and exceed their expectations.


We’re working on how we listen, understand and most importantly act on the feedback our customers generously share with us. We’re determined to deliver every time but if we make mistakes we’ll put them right and learn from them.


We’re committed to being a positive force for New Zealand in good times and bad, and that’s a responsibility we take seriously. We’ve been here for nearly a century and we’re looking forward to being here for New Zealanders for the next.

The COVID-19 pandemic has changed the way we all live, work and play – and the impact of these changes are not yet fully understood. What we know to be true is that we will be here for New Zealanders as we all adjust to the ‘next normal’.