uses a smart scanner that sits above the cut bench to check the quality of each pizza and help staff create each dish to perfection, featuring the right amount of toppings with the correct distribution. Customers are then sent a real-time image of their pizza via the live Pizza Tracker page.
“Letting the customer into the creation process adds buy-in and increases quality. Good amplification in the media,” said judge Jerry Macey, national manager of retail industry at Commonwealth Bank.
Judge Jon Bird, CEO from VLMY&R for Australia and New Zealand added: “Industry-changing technology that puts the focus on customer experience and transparency.”
Domino’s also won the category for online customer service initiative.
Meanwhile, Melbourne-based ice-cream bar Niska won the Customer Experience of the Year Award (Small). In its Federation Square store, customers choose what flavour they would like from a tablet, then watch robots make and serve gourmet ice cream.
Other winners included Winning Appliances, Lush and Nando’s. Thank you to all the judges for taking part this year including Jon Bird, Jerry Macey, retail strategist Selena Knight, Inside Retail editor Jo-Anne Hui-Miller and journalist Dean Blake.
Here is a full list of the 2020 Retailer Award winners:
Customer Experience of the Year – Large – Domino’s
Customer Experience of the Year – Small – Niska
Online Store of the Year – Forever New
Store Design/Concept of the Year – Winning Appliances
Omnichannel Retailer of the Year – Forever New
Retail Supplier of the Year – TruRating
Best Customer Service Team – Appliances Online
Online Customer Service Initiative – Domino’s
Instore Customer Service Initiative – Lush
Loyalty Program/Campaign of the Year – Nando’s
Best Pop Up 2020 – Heinemann + La Prairie
