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- Both Ocado CFCs EBITDA positive after 2 years.
- NPS for CFC customers ahead of total online NPS by 710bps.
- >30% sales growth ahead of total eCommerce growth.
On 25th August 2026, Coles Group announced their Full Year Results, reporting strong e-commerce performance, with Ocado’s two Customer Fulfilment Centres (CFCs) delivering growth significantly ahead of the wider e-commerce channel.
Coles reported that the Net Promoter Score (NPS) - a measure of customer loyalty and satisfaction - for CFC customers is ahead of their total online NPS by 710bps. They also said their CFCs are EBITDA positive, after two years of going live, with a >30% sales growth ahead of total eCommerce growth.
Digital was again a standout, with supermarkets eCommerce sales increasing by 26.4%, and importantly, our Customer Fulfilment Centres delivered positive EBITDA in only their second year of operation.
Leah Weckert, Coles Group CEO
This year, Coles have expanded their catchment areas, introduced same-day delivery and further automated their CFCs driving operating efficiency, including On-Grid Robotic Pick (OGRP), Auto Frame Loading and autobagging.
Coles is one of Australia’s leading grocery retailers with over 1,800 retail outlets nationwide. In March 2019, Ocado Group signed a partnership with Coles to take their grocery ecommerce operations to the next level. Coles had built a substantial existing business on manual fulfilment and wanted to shift their volumes in Victoria and New South Wales into more efficient fulfilment.
In 2024, Coles opened their CFCs in Melbourne, Victoria and Greater Sydney, New South Wales, bringing together world-class technology and automation to enhance the shopping experience for Coles Online customers, offering better availability, fewer substitutions, an increased range of products and improvements in the shelf-life of staples.
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