100MeatFruit and VegetablesBakerySeafood968871Australian Sourced Fresh Products1(%)1 In Australian supermarkets.VOC improvementBIG W has continued to improve the customer experience in store and online. Voice of customer data is used to gain a deeper understanding of customer needs and behaviours and it is central to business decision making. BIG W rolled out VOC training across all stores and support office and is currently sitting on an average VOC score of 70 in F19, which is a two point increase on last year.68
Scan&GoScan&Go allows customers to scan goods with their smartphone as they walk through the store and pay in the app before tapping off at a dedicated kiosk.Woolworths Group Head of Payments and Financial Services Paul Monnington said: “Our customers lead busy lives and they want us to make shopping more convenient than ever before. The trial in our Double Bay supermarket has been a success, with positive feedback from our customers and team, and we’re pleased to now extend the benefits of Scan&Go to more shoppers. Most customers in our CBD Metro stores just want to duck in and out for a few items, so we expect the speed and ease of Scan&Go will be quite a popular offer in this setting.”We have expanded the Scan&Go trial and it is now available for customers at Woolworths Metro stores in Pitt Street, Met Centre, George Street and York Street in Sydney’s CBD and Woolworths supermarkets in Mona Vale and Double Bay.The Kitchen‘The Kitchen’ by Woolworths in Double Bay is our custom‑made concept offering and has organic, healthy options and sustainability initiatives at its heart. It has a wide range of organic fruit and vegetables, an expanded Macro Wholefoods market range, on‑site florist, fresh juice bar, barista‑made organic coffee, healthy take‑away food options, and a wholesome eat in‑cafe which offers a flexitarian range of 100% plant‑based burgers, sausages and tofu, as well as filled pastas and sauces. Sustainable local sourcing is also a focus, with a range of organic fruit and vegetables, including some sourced from Green Camel Organic Produce, based an hour out of Sydney, who use high‑tech organic glasshouses and special water‑efficient systems to reduce the use of resources. ‘The Kitchen’ also provides shopping trolleys made from recycled milk bottles and all eco‑baskets are made from recycled soft plastics. The store will also act as a trial location for new innovative products, with a view to rolling the products out in other parts of the Woolworths network if successful.Creating more accessible supermarketsOver the last year, we’ve worked closely with a range of community groups to not only change how we develop our new stores and product range, but also to consider how we can create better experiences for customers and team members who are living with a disability, or just need an extra helping hand.