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Being a customer-driven company means we’re always striving to go the extra mile for our customers, listening to what they need and helping them make sustainable choices. We’re committed to nurturing our customers by providing exceptional shopping and food experiences and putting their needs and their family’s needs first. Our customer commitment shapes the work we’re doing today and tomorrow, touching everything from the great service we offer in our stores everyday to the innovation we’re adopting to take customer experience to a whole new level.
Delivering for our customers is at the heart of our business culture and strategy. In fiscal year 2021 we continued to embed this commitment with our teams by rolling out refreshed customer service training to all our retail teammates. The CARE (Customers Always Receive Excellence) Program is part of our required training programs for teammates, including annual recertification and recognition through awards for high-performers.
Customer-driven initiatives are also core to our current business strategy, Project Horizon. We’re investing an average of $700 million annually over the next three years in capital spending to accelerate investments in our stores and tools to better serve customers. We’re accelerating plans for our remaining two Voilà e-commerce Customer Fulfillment Centres (CFCs) — for a total of four CFCs across Canada. And we’ve started to introduce our e-commerce partner Ocado’s proven store pickup option to serve customers in areas where the CFCs will not deliver, or are not yet built. We’re growing our Own Brands portfolio with new and more innovative options for customers. And we’re investing in analytics and technology to deliver world-class personalized offerings for our customers in future.
Some of the innovative ways we’re offering exceptional experiences for our customers include: