WOOLWORTH FAQS ON DELIVERY

1. Pick a question which you think has been responded to adequately and the online
consumer will shop online without any fear. Justify your answer.

FAQ: WHAT ARE MY DELIVERY OPTIONS AND HOW MUCH DO THEY

COST?

Response

In general:

Food orders:
- Timeslots: R60 in local areas. R75 for remote areas (2% of all suburbs). You
can view a detailed breakdown of these suburbs here.
For clothing, homeware and beauty items:
- Express (delivery within 1 working day): R75.
- Value (delivery within 5 working days): R25. If the clothing, beauty and
home items in your cart are more than R475 in total, this option is free.
- Standard (delivery within 3 working days): R35. Available in selected suburbs.
If you pay with a Woolworths Black Credit Card, all our regular delivery options are
free (this excludes Express Delivery).

The above responses to the FAQ present a clear, concise and factual responding which allows the
online shopper to understand clearly and sufficiently what he or she seeks to know before
shopping online. The responses to the question are short and easily understandable supported by
exactly what the online shopper wants to know that is different prices to respective delivery
options. A good rule of thumb is to write short answers to each question, and avoid too long
paragraphs boring to read and often clutter the page.

Moreso, the FAQ responding has been optimized by use of Links to content for instance, ‘You
can view a detailed breakdown of these suburbs here.’ That may allow the online shopper to be
redirected to a page with more information or a breakdown of the suburbs in question. The
responses are simple and jargon free while offering adequate information about alternative
delivery options and their prices together with promotional provisions on certain packages that is
free delivery options for online consumers who pay with Woolworths Black Credit Card.
Also the responding manner used well curated lists and subsections that allow the online shopper
to easily understand coherence of presented facts or responses.

2. Pick a question which you feel Woolworths has not responded to adequately.
Justify.
Recommend to Woolworths on how they should have responded to the question.

FAQ: HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?

Response
When you check out, you will be offered the choice to have everything you’ve ordered delivered
together, or to have your foods items delivered earlier if you wish.
We offer free delivery for first-time orders, and from time to time we may offer free delivery for
customers who spend more than a specified amount on their orders.
Note: Some of our outlying delivery areas have a limited range of delivery days or delivery slots
on offer. Our website and app will indicate which days and times are available when you
checkout.
For clothing, homeware and beauty items, your delivery options are as follows, depending on
slot availability:
 Express: Delivered within 1 working day.
 Value: Delivered within 3 to 5 days.
 Standard: Delivered within 1 to 3 days.
Responses to the FAQ are ambiguous and did not clearly indicate which days of the week is the
delivery service available and the response should have provided for the link which redirect
online shoppers to the online shopping or delivery app which allows the customers to view the
days for delivery against given suburbs and the time taken to make a delivery. In short the
responding should be complete, concise and clear.
Responses to FAQs should be kept short and limited. The responses that the online shopper is
looking for should be placed on top so that customers assume the FAQs as helpful before
migrating to another question. The response should be specific and avoiding tangents as well as
moving on from the question quickly to redirect your attention. Although answers must be
thorough and include enough information to completely answer the question, it's equally
important to keep them short and to the point. Users come to FAQ pages for answers, and FAQ
pages should avoid online shoppers to work for answers. Long (2020) put forward that users
won’t find any value in answers that don’t solve their problem or having to surf through blocks
of copy to find what they’re looking for. Instead Woolworth should utilize internal linking to
drive users to relevant content within site where they can find more information on the specific
topic.

Simple design will always win and retain the customer. As with Woolworth, when having
lengthy responses it should utilize the search box backed with robust content, while offering
different types of self-service for speedy, high-level browsing. The responding should not be
oversimplified but instead incorporate “A” indicating that an answer to a frequently asked
question so that online shoppers would simply identify an answer to a given question. Chen and
Choi (2008) suggests that in many cases, each question follows “Q:”, and each answer follows
“A:”

References
Chen, G. and Choi, B., 2008, March. Web page genre classification. In Proceedings of the 2008
ACM symposium on Applied computing (pp. 2353-2357).
Long, P (2020) Creating SEO-friendly FAQ pages, https://www.seerinteractive.com/blog/creating-seo-
friendly-faq-pages/
www.woolworths.co.za/help/faqs/cfaq000069