The Pick n Pay Group operates in a dynamic retail environment. By keeping our customers at the heart of our strategy, we are able to adapt quickly and respond to
their changing needs.
PRICE AND VALUE
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- Customers consistently demand lower prices and
added value
- Customers are prepared to shop around for the
lowest prices
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- Customers expect to be rewarded for their loyalty, and seek
personalised rewards
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Our response: improved efficiency supporting
price investment
- Increased operational efficiency is supporting meaningful
and ongoing price investment
- Substantial price cuts across 2 000 everyday grocery items
over the year
- Pick n Pay modernised Smart Shopper in March 2017,
delivering a more cost-effective and relevant loyalty
programme, offering greater personal discounts than
ever before
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- Boxer is securing value leadership in the lower-income
communities of South Africa
- Providing greater access to affordable financial services,
including money transfer and store accounts, at the lowest
cost across the industry
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Supported by strategic business
acceleration pillars |
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CONVENIENCE
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- Time-pressed customers are seeking out more convenience
- Customers are shopping closer to home, work and
transport hubs in smaller convenience supermarkets
- Customers are shopping more regularly for smaller
baskets, and are looking for smaller stores that they can
move around in quickly
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- Customers demand more added-value options, including
pre-prepared convenience meals
- In order to save time, customers are seeking out
value-added services at till
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Our response: meeting the changing needs of
our customers
- Our more efficient operating model has enabled the
Group to successfully operate a smaller supermarket on
a leaner cost base
- Our local and express formats are bringing Pick n Pay
closer to customers
- The growth of our Boxer brand and our partnership with
spaza shops in Gauteng, have brought a quality offering
to some of the more informal communities of South Africa
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- Pick n Pay is growing its own-brand offer, which includes
a stronger ready-meal range for customers
- A compelling value-added services platform, with strong
growth across all categories, including third-party bill
payments and money transfers
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Supported by strategic business
acceleration pillars |
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ONLINE SHOPPING
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- Customers are shopping via online retail platforms and
mobile apps
- Customers are able to price check and shop promotions
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- Online apps enable customers to maintain and update
shopping lists
- Social media provides consumers with a powerful platform
to review price, quality and range, and discuss changing
trends and needs
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Our response: investment in Pick n Pay online
- Ongoing investment in our online platform, with dedicated
online warehouses in the Western Cape and Gauteng
regions of South Africa, to improve our online offer for
customers
- In-house management of the online delivery fleet to provide
customers with reliable and on-time delivery service in
one-hour time slots
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- Extended delivery service hours in high-demand areas
- Launched new mobile-enabled Pick n Pay online website to
provide customers with a quick and easy online shopping
experience, with a 70% increase in customers accessing
our online website from a mobile device
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Supported by strategic business
acceleration pillars |
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