A driver of innovation and progress for all Group business lines, Corporate Social Responsibility serves the interests of Carrefour's customers and supports its strategy, as well as boosting its global performance.
Improvement in non-financial agency ratings
Three of the sector’s leading non-financial ratings agencies – ROBECOSAM, VIGEO EIRIS and CDP – have praised the significant improvement in the Group’s non-financial results across all countries included in the analysis, in line with the goals set:
A 5-point improvement in Carrefour’s RobecoSam rating has allowed it to enter the DJSI Europe index, 30 points above the sector average, making the company France’s leading retailer on this index.
The Group has risen 10 points in the Vigeo Eiris rating.
Lastly, the Carbon Disclosure Project analysis has confirmed that Carrefour is on track to meet its CO2 reduction commitments.
A dedicated CSR index to measure the progress of action plans
In 2016, Carrefour devised a CSR index which gives a summary of its existing commitments in relation to the four main areas covered by its CSR policy. It reflects the performance of the Group's CSR policy, measures the progress of action plans and commits all of its business lines to shared targets.
It is straightforward and easy to understand, as well as reliable and credible: the way in which it has been produced (and its content) have been certified by Vigeo Eiris, a consultancy firm specialised in responsible performance. The indicators will be tracked for the first year in 2017, and will be audited on an annual basis by an independent third-party organisation.
An internal price for carbon: a proactive policy
Carrefour has set itself the goal of achieving a 30% reduction in its energy consumption per sq.m of sales area by 2025, compared with 2010 levels. As of the end of 2016, the anti-energy waste policy had yielded a cumulative decrease of 15.4% since 2010, notably through the introduction of closed refrigeration units, LED lighting, tracking of store energy consumption, enhancements to cold storage rooms and the dissemination of best practices.
In order to encourage and accelerate the adoption of these low-carbon technologies, Carrefour has set itself an internal price for carbon at Group level. The impact of the greenhouse effect can now be incorporated into investment decision-making processes.
The carbon cost assessment tool is used to model six ways in which energy is used in stores: lighting, refrigeration, sanitary water, the production of renewable energies, heating and air-conditioning. These particular uses account for 90% of Carrefour's greenhouse gas emissions. New technologies, such as solar and geothermal power are now systematically analysable in the countries in which the Group operates.
Carrefour and organic: higher sales and a multi-channel approach
Corporate Social Responsibility helps transform our product range by highlighting categories that reflect the changing aspirations of consumers, including Carrefour Quality Lines and organic, fresh, healthy and local products, which are good for one’s health.
Sales of organic products have increased by 32.2% in one year, and 83% over three years, with sales exceeding one billion euros in 2016.
The multi-channel approach is a major growth driver for Carrefour: the takeover of Greenweez, the leading online retailer of organic products with more than 20,000 products, and the opening of new Carrefour Bio stores – 13 in total across France – made Carrefour the leading organic retailer in France in 2016.
Short distribution channel products in all countries
Several of the countries in which the Group operates implemented an SME support plan. These plans take various forms, depending on the country: they might support innovation, access to specific financing or appropriate contract terms or they might promote local produce in our stores. In France, for example, the sale of local products rose by 2.9% in 2016. The products of more than 5000 companies are available on our shelves, and they produce a third of the products sold by Carrefour.
Carrefour was the first retailer in the agri-food sector to be presented with the “Responsible supplier relations” label, awarded for three years by the inter-company coordination body of the French Ministry for the Economy and the Compagnie des Dirigeants et Acheteurs de France. This label is awarded by an external assessor for the Group’s responsible practices with respect to food suppliers.
Introduction of a transparent fiscal policy
The Carrefour group has introduced a transparent fiscal policy which involves:
— Guaranteeing a trained and informed team with a level of high-quality expertise
— Maintaining long-term relationships built on trust with the tax authorities
— Ensuring the compliance of operations carried out with local regulations, without recourse to artificial organisations which enable tax evasion
— Applying an intra-group flow policy that is in compliance with OECD principles
The customer satisfaction barometer
What is the customer satisfaction barometer?
The customer satisfaction barometer is a monthly survey conducted with a panel of loyal customers from all of our stores which measures their level of satisfaction on all aspects of the customer journey (price, quality, comfort, friendliness, etc.). For store managers and their teams, this resource is indispensable in guiding their actions.
Carrefour listens to ALL of its customers throughout the world
The customer satisfaction barometer is used in all 10 of Carrefour’s integrated countries. The survey panel is composed of a community of registered and motivated clients who participate throughout the year.
• 750,000 panel members in 10 countries
• 1.7 million questionnaires collected each year
• 3 million customer comments each year on stores, products, etc. in 8 different languages
• 2,400 stores covered
• 92% average overall customer satisfaction
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