Keells Supermarkets adapt to cater to needs of customers and communities in the new normal

Keells Supermarkets are adapting to cater to the needs of customers and communities in the new normal via a multi-pronged approach.

“We understood based on customer feedback that the lifestyles and priorities for our customers have fundamentally changed and it is important now more than ever that we understand this and make sure we are there for not only our customers but also our communities with the right kind of service and support,” said John Keells Group President – Retail Sector Charitha Subasinghe.

Convenience through quick and safe service and a revamped online shopping experience: Safety during this pandemic has appeared as a key factor customers consider and to this extent Keells became the first supermarket chain and retailer in Sri Lanka to obtain the COVID-19 safety management certification by SLSI. Currently 15 stores are certified, and the other stores also adhere to similar practices as more stores are getting certified. 

The revamped Keells website (www.keellssuper.com) now offers customers a seamless online shopping experience with a wider range, quick and cost effective delivery as well as the ability to place an order and collect it at store via the ‘Click & Collect’ feature ensuring they meet varied needs of  customers.

Freshness backed by a ‘Freshness Guarantee’: Keells gets its produce within 24 hours straight from the farm. Rigorous quality checks in place ensure that only the freshest produce reaches the customer. Keells continues to offer ‘Double your money back’ if any item you purchase is not fresh. This applies to all fresh items offered at the supermarket such as fresh vegetables, fruits, seafood, meats, juices, pizzas and range of hot food.

More savings due to affordable own label products and promotions: Understanding that the ability to save is important, Keells developed a concept called ‘Everyday Low Prices’ that provides selected everyday essentials at a low price. Keells also has over 350 of its own products priced 10% or lower than regular brands providing customers access to lower-priced, good-quality products.

Keells continues to offer great savings of 25% for Nexus members on selected essentials groceries, fresh and household items, rewarding raffle competitions and further savings through credit card offers. Supporting our communities: During these challenging times Keells’ responsibilities extend further to the wider community. A program has been established and expanded to donate consumable, fresh produce left over from the daily sales to a partnering charity organisation to be distributed to deserving communities. Weekly, 350 persons indirectly benefit from this program.

Keells ‘Wyawasaayaka Saviya’: A major CSR initiative in which Keells is partnering with NEDA (National Enterprise Development Authority) to “uplift the standards of small scale suppliers”. This project with 18 small-scale suppliers at the moment, provides small-scale suppliers with the relevant expertise and skills to ensure they adapt to the current business conditions which will ultimately enable them to gain access to markets in a sustainable manner. 

Selected stores have also opened up car park spaces for small-scale entrepreneurs to sell their products and obtain an additional source of income at no extra cost.

Being agile, flexible and adaptable has worked well for Keells in understanding consumer mindset and delivering on the needs to suit the new normal.  Keells also understands that it is important that as a responsible corporate to extend a supporting hand to the wider community to emerge from this pandemic together as a nation.