The Kennerley Group is building something truly ambitious, a grocery and fresh food business designed to give Kiwi families a real alternative to the supermarket duopoly. At the heart of making that work is delivery. With NZ Post as a key partner, the Group has been able to grow from a single rural store to a fast-growing national operation, consistently delivering fresh, perishable goods across the country.
Success highlights
- Strong account management and reliable local drivers
- 98% delivery accuracy through perishable network
- Increased operational efficiency, customer satisfaction and repeat business
- Reduced product write-offs and complaints
Scaling at pace
Kennerley Gourmet Grocery started in 2018 with a small rural grocery store and a simple challenge - how do you grow when your customers are limited to the local community? For founder Wayne Kennerley, the answer was online.
From that point, the business has evolved rapidly. What began as a small grocery operation has grown into a multi-brand group including Paddock to Pantry, The Meat Box, Celebration Box and The Wild Rose. Strategic acquisitions, including the customer bases of two failed grocery chain start-ups, have helped expand both capability and reach.
Today, the focus is firmly on growth, with Paddock to Pantry and The Meat Box leading the charge to create a genuine alternative to traditional supermarkets.
“We’re a mouse taking on a gorilla,” Wayne says. “But online gives us a unique advantage. We can deliver great products, at great prices, anywhere in the country.”
It’s also a deeply personal business. Family-owned and run, the business is grounded in community and driven by a desire to deliver something better for New Zealanders.
The critical role of delivery
Delivery is not just part of the Kennerley Group’s business model, it is the business model.
Their ability to compete with major supermarket chains depends on getting products to customers quickly, reliably and in great condition, no matter where they live. That’s especially challenging when you’re delivering fresh and perishable goods like meat, dairy and fresh vegetables.
“One of our biggest risks is sending out perishable products,” Wayne says. “If something turns up late or not as it should be, that’s a real issue for the customer and for our brand.” The commercial impact of poor delivery is immediate and tangible: product is written off and replacement orders are sent at no charge. “We’re sending thousands of boxes every day. Even small improvements in delivery performance make a big difference to our bottom line.”
Delivery performance also directly impacts customer satisfaction. “The biggest complaint in an online business is ‘where is my box?’ If you get delivery right, you reduce those calls, build trust and drive repeat purchases.”
Wayne Kennerley, Managing Director for Kennerley Group and Lars Vukcevic, Customer Manager - Premium for NZ Post at the Paddock to Pantry Distribution Centre
A growth enabling partners
NZ Post has been a long-term partner in helping the Kennerley Group scale. Wayne described their NZ Post Business Manager and local drivers ‘as part of the wider Kennerley family’ enabling them to achieve their goals every day.
Moving to NZ Post’s perishable network has delivered a clear, measurable step change. “We were previously seeing delivery performance at around 92%. Since moving to NZ Post, it’s increased to about 98% delivered the next day and virtually everything within two days,” Wayne says. “That’s hundreds of customers every day having a better experience, and that flows straight through to repeat business.”
The network also includes important safeguards. If a perishable item can’t be delivered within an acceptable timeframe, it won’t be delivered at all, protecting both the customer and the brand. “That removes a massive risk for us. The last thing you want is product turning up that’s not right.”
Wayne believes the return on investment is clear. “Yes, the perishable service costs a little more. But the reduction in write-offs and complaints, plus the improvement in customer experience and repeat purchases, more than outweigh that.”
NZ Post’s tracking and reporting capabilities have also contributed to improved customer experience and operational efficiency. Customers can track deliveries on the go, while the business receives regular updates on delivery status. “Proactive parcel notifications are critical. Customers know when their delivery is coming, and if there is a question, we can deal with it quickly.”
This visibility, combined with strong account management, committed local drivers and nationwide reach, leaves Wayne Kennerley in no doubt that NZ Post is directly enabling the Kennerley Group’s growth. “Your courier partner is critical to online growth,” he says. “We’re definitely with the best delivery partner to achieve the growth we’re aiming for.”
[VIDEO]
What Kennerley Group values in the NZ Post delivery experience
