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Two-thirds of Kiwis prefer cashiers over self-service

24 MAY 2019

Two-thirds of New Zealanders prefer cashiers over self-service checkouts

Food shopping. We all do it and much of our weekly budget is spent in supermarkets. But what do we do when we’re there and what do we think of the supermarkets where we spend so much money and time each week?

Canstar Blue’s customer satisfaction survey of more than 2,500 New Zealanders shows that one in four or 25 percent spend less than $100 each week on groceries, just under half (49 percent) spend between $100-199 per week, 19 percent spend between $200-299 each week, four percent spend between $300-399, and one percent spend more than $400.

Comparing supermarkets across overall satisfaction, value for money, customer service, variety of products, store layout and presentation, food freshness, and availability of deals and specials, New World came out on top for the second year running.

Although supermarkets are installing more and more self-service kiosks, our survey shows that Kiwis still prefer the human touch, with two-thirds of us (66%) preferring cashier service over self-service kiosks.

Our survey also shows we’re almost evenly divided about supermarket loyalty programmes, such as Countdown’s Onecard and New World’s Clubcard. However, it’s notable that less than half of us (46%) feel loyalty schemes offer good additional value.

Some of us are creatures of habit, with nearly half of those surveyed (45%) always pushing the trolley at the same supermarket, while 27 percent are happy to travel further to get to their preferred supermarket.


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