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Exclusive brand

presence for

coffee

at Auckland Zoo

About

Auckland Zoo
Auckland Zoo has a rich and varied history. Established in 1922, the
Zoo is now owned and operated by Regional Facilities Auckland (RFA),
an Auckland Council organisation. RFA also operates the ANZ
Viaduct Events Centre, Aotea Centre, Auckland Town Hall, Bruce
Mason Centre, The Civic, Mt Smart Stadium, QBE (North Harbour)
Stadium, Western Springs Stadium and the Auckland Art Gallery.

The Zoo attracts around

700,000
visits each year

largest
Zoo in New Zealand

The

Home to New Zealand’s largest collection of animals with 117
different species and more than 700 animals, Auckland Zoo is the
largest zoo within New Zealand. We are currently recognised as
one of the most progressive zoos in the world and are delighted
to have won national and international environmental-related
awards. The Zoo attracts around 700,000 visits each year and has
recently received Qualmark accreditation and was recognised
with Enviro Gold status.
By partnering with Auckland Zoo you are helping us work
towards a future where people value wildlife and species are
safe from extinction.

About Auckland Zoo

our
strategic
plan
our vision
A future where people
value wildlife, and species
are safe from extinction

our mission
To bring people
together to build a
future for wildlife

we do this by
Caring for

wildlife

Inspiring our
community to

value wildlife
Galvanising

action

for wildlife
Developing a

high performance
organisation

700,000

Auckland Zoo welcomed approximately

visitors in the last year

We’re aiming for 750,000 in 2016, to a peak of 900,000 before 2025

Audience

Profile
Aucklanders make up

70

%

of our visitation

20% are international visitors and
10% from other parts of New Zealand

We have approximately

25,000

Friends of the Zoo

members representing around
24% of total visitation.

Audience Profile

There were more than

60,000

participants in the Zoo’s
Discovery and Learning
programmes

for educational groups in 2014

Auckland Zoo has around

140
280 volunteers

full time equivalent (FTE)
employees and

delivering

42,000

volunteer hours each year

The zoo has a strong support network
within local media as well as

partnership agreements
with the Herald, The Radio Network and
i-Site Media, and increasing reach through
direct marketing campaigns.
We also have a dedicated social
media community with over

63,000
11,600
and in excess of

likes on
Facebook

Twitter
followers

Audience Profile
Typical monthly visitation

75,000
65,000
55,000
45,000

June

May

April

March

February

January

December

November

October

September

August

July

35,000

Average and peak daily visitation
6,000

average daily
visitation

5,000

peak daily
visitation

4,000
3,000
2,000
1,000

June

May

April

March

February

January

December

November

October

September

August

0

July

January sees the highest
footfall throughout the
year with 12% of annual
visitation, followed by
October and December
with 10% each. August and
September are the quietest
months with 6% of total
visitation each month.

vsits per day

Auckland Zoo is open 364
days a year, closed only on
Christmas Day.
Historically the 2nd of
January is the busiest day
for the Zoo, reporting visitor
numbers consistently over
5,000 on this day.

85,000

vsits per day

Visitation
trends

95,000

Auckland Zoo
Visitor Experience
At Auckland Zoo, we recognise that a positive
customer experience is to key to achieving our
strategic intents of inspiring people to value wildlife,
building understanding and galvanising action.
Our Service Strategy
Underpinning principles
• Along with animal welfare, the customer is at the heart of everything we
do – we aim to understand what our customers value, need and expect,
and design our products and processes to deliver on these
• Every customer is unique – we will treat each customer as an individual
and aim to personalise the service offered to them
• Auckland Zoo is Auckland’s zoo – we want to encourage a sense of
ownership and belonging with the Auckland community
• We have high standards for ourselves - our service should not only meet,
but exceed our customers’ expectations
• We have a clear purpose – we know why we’re here, and we stand by our
products and services

How we work

We Care

We’re Ready

We Deliver

We’re welcoming, friendly and treat others
with respect and courtesy

We’re knowledgeable, keep up-to-date and
demonstrate best practice wherever possible

We’re authentic and act with integrity

We are focussed and attentive, and give attention to detail

We’re well-trained, skilled and confident in our roles

We deliver a consistent and reliable
service experience

We are inspired and passionate about our work, we’re
enthusiastic and have pride in Auckland Zoo

We’re well-presented and have the equipment we need

We hold ourselves and each other accountable
to the commitments we make

We value feedback, we embrace learning
and continuous improvement

We’re proactive, solutions-focussed and
demonstrate initiative in meeting customer needs

We are genuine, transparent and effective
in our communication with others

We value diversity, we demonstrate empathy, we’re
considerate and see things from others’ points of view

We’re empowered to be flexible and responsive
to the needs of individual customers

We deliver in a way that makes the best use of
our time, and our customer’s time

We’re proactive about safety, accessibility
and maintaining our facilities

We apply our resources to products and services
that our customers appreciate

We’re professional and strive to deliver
to the best of our abilities

Galvanising action
and
our community

inspiring

Auckland Zoo has built a reputation as
a conservation-focused organisation
through the implementation of an
increasing number of conservationfocused initiatives. The establishment of
Auckland Zoo’s Conservation Fund in 2000
gave even more weight to these initiatives,
enabling the Zoo to become increasingly
involved in conservation work both in New
Zealand and around the world.
In 2011, Auckland Zoo’s Strategic Plan
defined the Zoo’s mission as being “to
bring people together to build a future
for wildlife”. This sharpened the Zoo’s
conservation focus, with the wider
community now a targeted part of the
Zoo’s mission and a central part of its
conservation work.
With this mission in mind, Auckland Zoo
worked across its departments to develop
a series of Key Conservation Messages.
These messages were developed to
align with the Zoo’s animal collection to
enable visitors to connect with animals
and, therefore, be more engaged with the
conservation message, and be galvanised
to take action for wildlife.

Galvanising action and inspiring our community

Underlying Principles
We believe these three principles to be at the core of all conservation issues:

Human population growth

Human disconnect from nature

Growing human populations are
increasing the demand for space and
resources, bringing animals and people
into closer contact and reducing and
fragmenting animal habitat

People are becoming increasingly
urban-based which reduces the availability
of, and opportunity for, experiences and
engagement with the ‘wild’

Interdependence of all
living things
There are intrinsic links between all
living things (human, animal, plant) - as
much as we rely on animals and plants
for our basic necessities, they are now
coming to rely on us for survival

Galvanising action and inspiring our community

Key Conservation Messages
We have identified these five aspects
as the most pressing issues for wildlife
globally and locally
Note - the headings given to these messages are for internal use only,
they are not intended to be part of our visitor messaging

Destruction
The homes where animals and plants live are disappearing and
being destroyed by human activities

Invasion
Humans have accidentally and deliberately introduced many
animal and plant species into areas where they previously
haven’t been. These species have devastating effects on natural
environments and can remove or replace species that have
historically inhabited the area

Conflict
As the human population of our planet grows, we need more
food, water and space, and increasingly compete with wildlife
for these resources

Exploitation
Humans are taking animals and plants from the wild faster than
they can replace themselves

Disconnect
When we experience and connect with nature, then we will want to
help protect it. The present trend towards urbanisation of society
is reducing the opportunity for engagement with the ‘wild’

Galvanising action and inspiring our community

Key Conservation Actions
We’re solutions focussed – we believe that people are key to
solving the issues for wildlife. We galvanise action by raising
awareness (what’s the story), sharing what Auckland Zoo is doing
to help, and highlighting what you can do to help wildlife.

Choose
wisely

These actions are intended to be simple, concise and targeted –
actions that everyone can take to help build a future for wildlife.

Live
sustainably

Get
involved

Make informed purchasing
decisions that are good for
animals and the environment

Make everyday lifestyle choices
that have low environmental
impacts

Join in with (or start your
own) projects that focus on
environmental change

In your backyard or further
afield, take actions that help
wildlife to survive and thrive

Example: buy palm oil-free

Example: purchase products in
bulk using reusable containers

Example: join Sustainable
Coastlines on a beach cleanup
this summer

Example: plant natives in your
garden to provide habitat for
native birds and reptiles

image: Sustainable Coastlines

Protect what’s
precious

image: Sustainable Coastlines

opportunity
The

We consider catering to be integral to the overall
Zoo experience; this includes coffee, a staple in
Auckland’s café culture.
Our visitors should know that they can expect to purchase a recognised and trusted
brand that will consistently deliver a quality product each time they come to the Zoo,
and become a reason to visit in itself.
The four outlets in the Zoo are an extension of our own operations; as such they
reflect Auckland Zoo’s animal welfare and sustainability initiatives. These include
choosing palm oil-free, ethical sourcing (such as cruelty free, fair trade, buying local
and sustainably harvested) and minimising waste.
With over 700,000 visitors annually, it is important to not only reduce environmental
impacts where possible but to inspire our community to contribute to the solution.
Our catering team are passionate about delivering an enhanced customer
experience and are keen to develop their skills with your guidance. Working with
our catering services partner you will train our baristas’, situated in each outlet, to
deliver the perfect cup of coffee every time.

Potential partnership
Exclusive
brand presence for
700,000
visitors per year
On-sitebranding
through each of outlets
Possibility to explore a

signaturecafé
in our entry plaza

benefits

Mobile retail

opportunities

Brand alliance
through social media
Options for

profile
in public programme
events

Opportunity for

Zoo-branded

product

further

collaboration
in environmental initiatives

About you
The right partner will understand that every aspect of
the visitors experience is an opportunity to connect and
this will be reflected in their products and messaging.
To help us identify potential candidates we will be
evaluating against the following criteria;
• Product – quality and affordability
• Visitor experience and aligned values
• Sales support and creative solutions to further increase sales
• Supply terms and processes
• Financial and in-kind benefits to Auckland Zoo
Please submit your proposal by answering the questions outlined in the
accompanying RFP document.

Questions?
If you have any questions or to arrange a
site visit, please contact Jo Gray at
Joanna.gray@rfal.co.nz or on 027 807 2268