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 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 mobile app for the loyalty program, the physical infrastructure of our stores, ensuring that the layout is intuitive, the shelves are well stocked, and the environment is clean and welcoming. PENNY Consumer and Sustainability This year we continued the study on customer satisfaction with the PENNY brand and their orientation towards the company's actions in the field of sustainability. The 2024 results showed an increase of 4.40%, compared to the base year 2022 in customer satisfaction with the PENNY brand overall. Customers' orientation towards sustainability can be seen in the interest they show in the context of shopping. Thus, there is more and more 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 local/regional product portfolio and integrating sustainability into our activities. of the PENNY Card loyalty program Self-service / self-check-out houses Over 447 000 Customers Over 1 220 000 monthly active members 112 Self-service have crossed our threshold daily MESSAGE FROM THE GENERAL MANAGEMENT SUSTAINABILITY STRATEGY AND GOVERNANCE ABOUT US AND OUR VALUE CHAIN ABOUT THE REPORT THE FUTURE IS MADE TODAY SUSTAINABILITY MILESTONES SUSTAINABILITY REPORT PENNY ROMANIA 2024 82/276
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