Change of customer behaviour during the covid-19 pandemic: New Zealand supermarket retail industry

Abstract

This investigation aims to analyse problems and growth opportunities caused by various changes in customer behaviour during COVID-19 for the New Zealand supermarket retail industry and the solutions provided to improve customer satisfaction and experience, especially in a panic buying situation. The background of changes in customer behaviour during the pandemic period was analysed and identified key challenges and opportunities faced by the industry. The information and data from this investigation was collected from already published resources. Different solutions and strategies to deal with these key problems were determined based on pricing and product portfolio strategy, the agility and resilience of the supply chain, remote expert service and security system technology, and the development of healthy and sustainable products. Recommendations are included in establishing long-term collaborative relationships with local suppliers, cultivating the digital adaptability of employees, making available organic food to customers, and developing good sustainable practices for the supermarket retail industry.