OurCoop wins national award for making shopping easier and more accessible

OurCoop has won a national award for transforming the checkout experience across its Food stores, recognising improvements designed to make shopping easier, more flexible and more accessible for Members and customers.

The Society was named winner of the Operational Excellence in Customer Experience category at the 2026 Operational Excellence Awards, following a programme combining investment in self-checkout technology, improvements to store layouts and colleague training.

Backed by a £500,000 investment in 2025, the programme introduced self-checkouts in stores where they had not previously been available and redesigned checkout areas in larger Food Market stores.

The changes have included improving access for wheelchair and mobility scooter users, creating larger bagging areas for bigger shops and, in some stores, replacing traditional belted checkouts with more flexible self-service options.

Making a real difference to customers

The improvements are already having a positive impact on the shopping experience. One customer told OurCoop it was the first time they had been able to complete their shopping independently.

It is a powerful example of how practical changes to the way our stores operate can help people feel more confident and independent when shopping.

Self-checkout usage has also increased across OurCoop's Food Market and convenience stores, giving colleagues more opportunities to support customers with other aspects of their shopping experience.

Listening to colleagues to find better ways of working

Technology has been an important part of the transformation, but listening to colleagues has been just as vital.

Alongside the investment in technology, colleagues received online training and in store coaching. This helped them build confidence in supporting customers and making the most of the new checkout environments.

The award recognises the combined efforts of the colleagues who helped develop and deliver the project, as well as the difference that listening, collaboration and practical improvements can make to everyday shopping.

At OurCoop, making shopping better means understanding what matters to Members and customers, listening to the people who serve them every day and continually looking for ways to improve.