Mirabela BREZOIANU Shopper Marketing Team Leader Consumer perception about PENNY Every year we monitor consumer perceptions of PENNY by conducting a survey that quantifies customer satisfaction with the PENNY brand and their stance towards the company's sustainability actions. According to the assessments, 2022 shows an 8.3% increase compared to the 2017 base year in customer satisfaction with the PENNY brand overall. The Romanian society is increasingly concerned about the environment, health and nutrition, which is also reflected in consumer behavior. Customer expectations have evolved and, in time, have generated significant changes. Thus, updating the supply networks with local or regional products and innovation in the field are essential in adapting to consumer needs and market requirements, representing an opportunity to integrate sustainability into our operations with much greater speed and with more attentiveness to demand and supply in the infrastructures of local discounters. The customers' orientation about PENNY actions in the field of sustainability in 2021 compared to 2017 (%) Equal opportunities and fair treatment of employees +5.05% Active social engagement Care for the environment General +9.92% +11.17% +8.71% This increase is due both to the actions on strategic pillars such as pricing, product quality, customer loyalty, employee behavior as well as PENNY Romania's sustainability actions in areas such as: environmental protection, involvement in community projects, promotion of sustainable products and assortments and commitments regarding our employees. The launch of the 3RO programme has brought a lot of appreciation among our customers. The positive results of the study are also supported by monthly average of 833,910 active PENNY cards, increasing by 11.48% compared to the previous year. The percentage of transactions with card of the total transactions in 2022 was of 34%. Active PENNY cards +11.48% compared to the previous year CORPORATE GOVERNANCE AND BUSINESS SUSTAINABLE ASSORTMENT ENERGY, CLIMATE AND RESOURCES EMPLOYEES AND SOCIETY REPORT ASSURANCE GRI & SASB INDEX
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