The PENNY Consumer and Sustainability Over 390 000 Customers who cross our threshold daily Over 940 000 monthly active members, of the PENNY Card loyalty program 186 PENNY stores from which we deliver at home 595 306 of home delivery orders 64 Self-service / Self-checkout Cash desks Customer satisfaction is the key to our business success, as their degree of satisfaction generates additional value for our internal and external stakeholders. This is why we prioritize providing customers with quality products that meet their needs and expectations at an affordable price. We encourage customers to make healthier and more sustainable choices by adapting our range of products that are not only good for them, but also good for the environment. To ensure a great and smart shopping experience (#smartshopping), we also invest in both technology and infrastructure. This can be seen through the implementation of state-of-the-art technology, such as state-of-the-art systems (including Scan&Go technology), the loyalty program mobile app, the physical infrastructure of our stores, ensuring that the layout is intuitive, the shelves are well stocked, and the environment is clean and welcoming. We continued this year the study on customer satisfaction with the PENNY brand and their orientation towards the company's actions in the field of sustainability The 2023 results showed an increase of 5.26%, compared to the base year 2017 in customer satisfaction overall with the PENNY brand. The customers' orientation towards sustainability can be seen in the interest they show in the context of shopping. Thus, there is increased attention from consumers for topics related to the environment, health, and nutrition. Customer expectations have evolved and over time have generated significant changes, and with them our company has also met these expectations by constantly expanding the portfolio of local/regional products and integrating sustainability into our activities. SUSTAINABILITY REPORT PENNY ROMANIA 2023 76/256 MESSAGE FROM THE GENERAL DIRECTORS SUSTAINABILITY STRATEGY AND GOVERNANCE ABOUT US AND OUR VALUE CHAIN ABOUT THE REPORT THE FUTURE IS MADE TODAY SUSTAINABILITY MILESTONES CONTENTS
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