As one of just 14 winners of the award world-wide, Farmlands joins an elite group of brands such as Singapore Airlines (Australia), Apple Store (Italy), Alipay (China) and Emirates (UAE). Following Farmlands in the top five for New Zealand were Air New Zealand, Kiwibank, New World and ASB Bank.
Farmlands chief executive Peter Reidie said receiving the accolade is a vote of confidence in the power of the co-operative business model.
Because a significant portion of Farmlands customers are actually Farmlands shareholders, ongoing loyalty creates its own virtuous circle of benefits.
“The more Farmlands shareholders choose to shop with us, the bigger our ability to create advantage for both them and the co-operative they own,” he said. “As a co-operative, we are a family – shareholders, staff and suppliers. We work hard to make sure all our shareholders feel valued – after all, they are the reason our business exists in the first place.”
The survey for the KPMG Global CEE Awards measured ‘The Six Pillars of Customer Experience Excellence’ – Personalisation, Resolution, Integrity, Time and Effort, Expectations and Empathy. The survey found leading organisations demonstrate mastery of these pillars and are outstanding at all of them.
Regarding Farmlands, KPMG’s New Zealand Customer Experience Excellence Report noted that a “customercentric culture enables Farmlands to deliver an exceptionally high level of personalisation to their customers, which in turn creates a high degree of customer loyalty and commitment to the organisation”.
• The KPMG Customer Experience Excellence Report is available to view at www.kpmg.com
