Well done FoodStuffs NZ

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FineWine

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Topic # 248021 7-Mar-2019 11:09

Filled out an online feed back form to NewWorld the other day. Was very happy with the response.

FEEDBACK 04/03/2019

This concerns your "Self Check Out" machines"

Two points:

1 - The software code is EXTREMELY slow, always has been, not just today and not just this one machine. From; scanning item/s, to scanning the Club Card, to scanning your payment card, from action to result and/or screen acknowledgement there is a HUGE lag. I have seen the elderly (well not just the elderly) repeatedly carry out the same action because they thought it had not been accepted on the first or even repeated attempts. You have to be VEEEERY patient.

In this day and age that is very poor software design and writing. But the blame, in all probability, needs to be shared around I believe, between the Self Check Out machines themselves, your in-store servers and outside main servers, along with the network communications, all will be playing a part in this very extreme delay between customer actions and machine results.

2 - I have mentioned above that swiping the Club Card to the on-screen acknowledgement of that swipe is one of the things that is extremely slow. I therefore would like to make the suggestion that there is ALSO a verbal acknowledgement of the acceptance of that swipe e.g. "Thank you for using your New World Club Card today". Thank you Cheers

ACKNOWLEDGEMENT 05/03/2019

Thank you for your New World Gate Pa Enquiry. We appreciate you taking the time to get in contact.

Please note that your comments have been passed on to the store owner for review, and someone from the store should in contact with yo over the next few days.

Kind Regards

The New World Team

REPLAY 07/03/2019

Hi *******

Thanks for your email. You are 100% correct and we are very aware of the usability of the Self-Checkout Machines that are in all New Worlds and all Pak n Saves. This is an issue that is being tackled at the highest level with Foodstuffs and our overseas Provider and while there have been several digital upgrades done in the past 12 months that have turned the dial slightly, these machines still run nowhere near as good as we need them to. My gut tells me we won’t ever fix this problem until we change out Providers and unfortunately we are tied to them for another couple of years.

Best Regards….Tony

Tony Ford

Owner/Operator

New World Gate Pa

I wonder if the IT bloke who bought these machines and software is still working for foodstuffs NZ ? because it certainly looks like he bought a 'pig in a poke'. As my feed back states these machines are extremely slow and very frustrating to use.

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Reply # 2192888 7-Mar-2019 11:15

weird one as I find New Worlds and Pak'n'Save self checkout to be quicker/faster then Countdowns'

However, recent (not so really, maybe in the past 12 months) upgrade (countdown Ponsonby at least) is pretty much on par with New World victoria park.

Both in AKL :)

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tdgeek

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Reply # 2192894 7-Mar-2019 11:18

kobiak:

weird one as I find New Worlds and Pak'n'Save self checkout to be quicker/faster then Countdowns'

However, recent (not so really, maybe in the past 12 months) upgrade (countdown Ponsonby at least) is pretty much on par with New World victoria park.

Both in AKL :)

I echo that for NZ in New World Wigram, Chch, seems fine

plas

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Reply # 2192897 7-Mar-2019 11:25

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Both New Worlds I visit are not fast, but the end of the transaction is the worst. Press EFTPOS nothing happens, press it another 6 times it finally decides to do something.

Then wait for 4 receipts to print out that then get thrown in the bin this could just be emailed to be since I gave them my club card.

Behodar

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Reply # 2192899 7-Mar-2019 11:29

I'm consistently amazed at how bad some of these machines are. Not only speed, but lack of testing, for example if you move your Paywave card away from the reader too quickly then the touchscreen will say "payment declined; choose another payment method" and then list the following methods:

tehgerbil

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Reply # 2192909 7-Mar-2019 11:38

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Stop using them - the more people that use them the more reason they have to cut hours for staff/not hire new staff.

Automation is marching ahead, I try to slow it down in my own insignificant way. Haha.

networkn

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Reply # 2192912 7-Mar-2019 11:42

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I have stopped using self-checkouts after they banned plastic bags. Trying to load groceries into those reusable bags is a nightmare of balance, weight and contortionism.

I'm over it. They can pay someone to pack my groceries and now when there is a queue, I go and log a complaint.

Sounds harsh but my supermarket experience is 50% worse recently.

I use Countdown and New World. I prefer New World and find their self checkouts are faster.

l43a2

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Reply # 2192913 7-Mar-2019 11:45

i can honestly say i haven't noticed these types of slowdowns at the local new world in my town.

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alasta

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Reply # 2192927 7-Mar-2019 12:10

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Automation was supposed to move workload from staff to machines, but in reality the workload has moved from staff to customers.

I wonder if they have fixed the problem whereby the self checkouts will not read your club card if you bring it up on the screen of your phone. I haven't tried it for a few months so I might give it another go today.

itxtme

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Reply # 2192928 7-Mar-2019 12:10

l43a2:

i can honestly say i haven't noticed these types of slowdowns at the local new world in my town.

Do you pay by cash? I find the FoodStuff ones can hang when adding an item to the bagging area and also go really slow when paying by Eftpos/CC. The transaction is accepted on the card machine but its like 30 seconds before the receipt comes out of the main machine and it says your good to go.

allan

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Reply # 2192930 7-Mar-2019 12:15

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My biggest bug-bear with New World is the "item removed from bag" message. No I didn't, I just moved something around to more efficiently pack the bag. At least Countdown have stopped trying to do that sort of detection.

networkn

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Reply # 2192931 7-Mar-2019 12:15

allan:

My biggest bug-bear with New World is the "item removed from bag" message. No I didn't, I just moved something around to more efficiently pack the bag. At least Countdown have stopped trying to do that sort of detection.

God Yes.

Lias

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Reply # 2192935 7-Mar-2019 12:31

Worth noting that Foodstuffs NZ is owned by, and in some ways is just a vessel to hold the shared IP of, the two remaining "regional" Foodstuffs co-operatives, Foodstuffs North Island and Foodstuffs South Island. They both have very different approaches to IT, and odds are very good that despite things looking the same on the surface, under the hood it's probably done very differently in each island.

I formerly worked for FSSI, so let me be very clear the opinions expressed here are very much mine and only mine etc, and whilst I have some knowledge of these matters it's a couple of years since I left so things may have changed. I didn't directly have anything to do with POS, but I dealt with the various teams that did on an either daily or regular basis. No doubt that in a perfect world those teams could do some things better, but I can hand on heart say that frustrations about things like this were shared by them, and they believed the bulk of the issues were with said "overseas provider". I suspect the decision to use that provider was made decades ago before self service computerized checkouts or loyalty programs existed, but i'm damn sure it would be an expensive nightmare for them to try and change now.

My 2 cents.

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SATTV

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Reply # 2192937 7-Mar-2019 12:33

well done on getting a reply from New World, they never get back to me.

We shop at New World Mt Roskill and I only use the self service machines in desperation. It annoys me they they removed the 12 items or less and these lanes were hardly ever open, when they did open there would be a cue very quickly and the cue would clear quickly.

I was at Countdown in Beachlands last week and it was so slow it was ridiculous. Also asked every question twice, so slow.

I believe most supermarkets now sell considerably more carrots than they buy, that alone says to me these machines should be ripped out.

John

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Paul1977

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Reply # 2192938 7-Mar-2019 12:34

Our local New World (maybe all of them) has finally added an option to choose to not print a receipt....

...unfortunately this prompts right at the end and there is a noticeable wait until the message pops up. So the transaction is completed, but you are left standing waiting for it to ask if you want a receipt or not.

It would be better if the "Checkout" option was changed to two options "Checkout with receipt" "Checkout without receipt". That way you're not waiting at the end for it to ask.

networkn

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Reply # 2192944 7-Mar-2019 12:40

SATTV:

well done on getting a reply from New World, they never get back to me.

We shop at New World Mt Roskill and I only use the self service machines in desperation. It annoys me they they removed the 12 items or less and these lanes were hardly ever open, when they did open there would be a cue very quickly and the cue would clear quickly.

I was at Countdown in Beachlands last week and it was so slow it was ridiculous. Also asked every question twice, so slow.

I believe most supermarkets now sell considerably more carrots than they buy, that alone says to me these machines should be ripped out.

John

I use the same supermarket. I use the contact page on the site regularly and only once in 10 times would I not get a reply, usually when someone is away. I have found them EXCELLENT about bringing in products I like upon request. White Onions are there for that reason.

CALLING them is a nightmare to enquire if a product is in stock. Can take 20 minutes to get an answer.

Regarding not enough people to handle the queues, complain, they have metrics to manage these things. Complaints must be recorded.

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