OUR CUSTOMERS

Woolworths core customer is discerning, loyal and not afraid to make her views known if her local store is not meeting expectations. Woolworths works hard to build long-term relationships with customers, listening to what they have to say and consistently providing the right product and service to meet their needs. Woolworths believes that consistent delivery against its brand values – quality, innovation, value for money, integrity, service, energy and sustainability – is the way to earn this customer trust.

Understanding customer needs

The World of Difference loyalty programme gives the business more information about what people are buying and when, and have increased Woolworths understanding of what customers are looking for. Product ranges can be tailored more effectively and we can provide customers with information which is more relevant to their needs and lifestyles. Woolworths World, a customer publication, is targeted at Woolworths key customers – providing them with news and information that will be of interest to them.

Product availability

Customers expect to find the right product, just where they need it and at the right time – this remains one of Woolworths biggest challenges and a key focus for the business. Through a dedicated head office team, improvements are being made to planning and distribution systems and we believe that customers will soon start to find more of what they’re looking for, in the right place at the right time.

Environmental concerns

Feedback from customers tells us that they are concerned about the environment. Minimising the environmental impact of all products continues to be a key focus for the business and a critical success factor in all new product development. Go to our Sustainability report and our Good business journey statement for more information.

Supporting SA education through MySchool

The MySchool programme gives customers a chance to contribute to the development of education in South Africa and we encourage as many people as possible to subscribe to it. Every time someone makes a purchase at Woolworths, and their MySchool card is swiped, a percentage of their total spend at Woolworths is donated to their nominated school.

It is now even easier for people to contribute. There is no longer a separate MySchool card. Donations are now possible with the use of any of the three Woolworths cards – World of Difference, Store card or Visa card. Through the programme, Woolworths presently contributes around R2m a month to South Africa’s schools.

Visit www.myschool.co.za for more detailed information