Engaging with our stakeholders

The Group’s ability to create long-term sustainable value depends on open and constructive engagement with all our stakeholders.

Stakeholders are those parties that can affect, or be affected by, our activities, objectives and policies. The Group identifies its key stakeholders through ongoing engagement with individuals, groups and organisations.


Customers We are accountable to those we serve.

What our customers tell us is most important to them
  • Low prices, good value
  • Convenience
  • Product quality and food safety
  • Good, consistent availability
  • Great service
  • Rewards for loyalty
  • Community involvement
How our strategy responds to customer needs
  • Great prices and promotions
  • Leading product range, including more own-brand products
  • Convenient store locations
  • Next Generation in-store experience
  • South Africa’s favourite loyalty programme
  • More value-added services, including competitive financial services offer
How we engage: 
  • Daily engagements in our store
  • Dedicated customer director
  • Customer care line
  • One-on-one meetings
  • Regular customer surveys, forums and panel discussions
  • Social media platforms

Community The success of the Group depends on the well-being and prosperity of the communities we serve.

What our communities tell us is most important to them
  • Job creation
  • Economic development and opportunity
  • Access to safe food, at low prices
  • Poverty relief and community outreach programmes
  • Environmental consciousness
How our strategy responds to community needs
  • Doing good in our communities underpins all our strategic pillars
  • Environmental and social responsibility
  • Develop and source from diverse and ethical suppliers
  • Job creation through long-term sustainable growth
  • Promote healthy and sustainable living
How we engage: 
  • Forums such as township cooperatives, university partnerships and the Pick n Pay School Club
  • Individual stores’ varied social responsibility programmes
  • Small business development initiatives
  • Collaboration with the Ackerman Pick n Pay Enterprise Development Fund, including income generation, community enterprise development and food security initiatives

Employees We are committed to building a winning team.

What our employees tell us is most important to them
  • Competitive remuneration and benefits
  • Training and career development
  • Fair and reasonable working hours, with certainty of hours and shifts
  • Sustainable business performance
  • Wellness programmes
  • Work-life balance
  • Working for a responsible and ethical corporate citizen
How our strategy responds to employee needs
  • One of our strategic pillars is focused on building South Africa’s most talented retail business
  • Our remuneration policy drives fair and competitive remuneration and the recognition and development of talent
  • We provide numerous training and development programmes to upskill our staff
  • We are building a lean and effective organisational structure for the benefit of all
  • We advance employee opportunity and diversity
How we engage: 
  • Regular management updates
  • Employee surveys
  • Monthly internal publications
  • In-house television, radio communications and employee conferences
  • Skills development and training
  • Ongoing engagement with labour unions

Franchisees Our 660 franchise stores are an integral part of the Group, and the success of the franchise model depends on the success of our franchise partners.

What our franchisees tell us is most important to them
  • The opportunity to build a profitable and sustainable business
  • Security and sustainability of supply
  • Timely delivery of products, competitive pricing, product innovation, marketing support, quality of products and food safety
  • Opportunities for cost reduction
  • Resource efficiency (energy, water, waste, logistics)
  • Transformation and enterprise development
How our strategy responds to franchisee needs
  • Offer the most successful, mutually beneficial franchise model in the retail industry
  • Operate as a sustainable franchisor of choice
How we engage: 
  • Store visits by franchise management team and service area consultants
  • Regular meetings with regional operational teams and national franchise representatives
  • CSI programmes in the communities in which our franchisees operate
  • Franchise conferences

Suppliers We are supported by a broad network of suppliers and service providers.

What our suppliers tell us is most important to them
  • Fair pricing and transparent negotiation
  • Effective and efficient administration
  • Sustainable business partnerships
  • Research and development support, transparent contracts and agreements, infrastructure and logistics support
  • Opportunities for cost reduction
  • Transformation and enterprise development
  • Resource efficiency (energy, water, waste, logistics)
How our strategy responds to supplier needs
  • Building fair, efficient and mutually beneficial business relationships
  • Developing a cost-effective and efficient supply chain
  • Product innovation to meet evolving customer needs
  • Continual development of small businesses and diverse and ethical suppliers
  • Implementation of Pick n Pay Fast Pay – key banking partners provide competitive funding to participating suppliers for the early settlement of invoices
  • Contribute to job creation
How we engage: 
  • Fact-based negotiation as part of our buy better programme
  • Regular meetings in line with merchandise cycle timelines
  • Dedicated supplier portal
  • Regular food safety audits at production facilities
  • Ongoing store visits with suppliers
  • Joint business planning sessions
  • Supplier conferences
  • Dedicated enterprise development programme

Shareholders We engage with the investment community in order to provide a comprehensive, consistent and well understood investment

What our shareholders tell us is most important to them
  • Improved and sustainable return on investment
  • Understanding our business model, strategic direction and profit drivers
  • Access to timely, accurate and relevant information
  • Sufficient free float of shares for trade
  • Good corporate governance
  • A socially responsible and ethical corporate citizen
How our strategy responds to shareholder needs
  • Generate consistent profits in a sustainable manner
  • Operate according to the highest corporate governance principles
  • Follow innovative business practices at acceptable levels of risk
  • Capital efficiency
  • Provide attractive returns on investment
How we engage: 
  • At least four formal engagements a year: two financial results presentations, one AGM and an investor day/strategic update
  • Regular engagement with investors, analysts and fund managers
  • Direct engagement on proposed resolutions prior to annual and general meetings
  • Dedicated investor relations team and investor website at www.picknpayinvestor.co.za