A Faversham convenience store has achieved the highest growth rate of any shop in England using the Snappy Shopper delivery platform – combining technology with genuine community care to help elderly and disabled residents across Kent stay independent in their own homes.
Welcome Faversham, part of Southern Co-op's retail network, now completes around 2,300 home deliveries a month, with drivers trained to do more than drop shopping at the door. They help customers unpack groceries, check they're managing, and provide crucial social contact for people who may not see anyone else all week.
Since owner Sandeep Bains, 37, opened the franchise store in 2021, he's grown the delivery service to generate over £750,000 annually – earning him Customer Delivery Retailer of the Year at the 2024 Convenience Awards.
Sandeep identified that limited parking around Faversham town centre was preventing some residents from visiting the store, particularly those with mobility issues or caring responsibilities. Rather than see this as a barrier, he invested in building a delivery service that would genuinely serve the community's needs.
His approach combines near real-time stock updates on the Snappy Shopper platform – so customers can see exactly what's available – with exceptional personal service that larger competitors can't match.
Sandeep Bains, Owner of Welcome Faversham, said: “Developing and growing our home delivery service has gone beyond just convenience, it’s about helping our community.
“We reach customers who can’t get out of their homes, including those who are elderly or disabled, and it’s been really rewarding to build relationships with both them and our delivery drivers who feel just as passionately about supporting them as we do.
“Our drivers don't just leave the bags on the doorstep, they help customers put their shopping away, have a chat, and provide human connection. That's the beauty of being a local store – we can offer a personal touch that the big players can't – and make a genuine difference to people's daily lives."
For many of Sandeep's regular customers, the service has become an essential part of their weekly routine, with familiar faces bringing not just groceries but also a friendly conversation and practical help.
And to ensure the store continues meeting evolving needs, Sandeep invested over £100,000 in a major refit and 200 square foot extension in March 2024. He's also promoted the delivery service through targeted social media campaigns and leaflet drops to reach residents who might benefit most.
Matt Turner, Head of Franchise at Southern Co-op, said: "Sandeep is a great example of what our franchise partners bring to their communities. He's identified what his local customers need and built a service that's delivering real results, both for his business and for the people who rely on it."