Customers have always been Falabella’s focus, which is why a
large part of the company’s efforts aim to understand their tastes
and needs, in order to be able to provide products and services
as they like. One tool of innovation in supply and service is
the ongoing evaluation of the customer’s experience through
satisfaction surveys. Adding new channels to communicate with
the Company, such as Facebook and Twitter, have helped bring
customers closer and manage claims more efficiently.
Trust and preference from customers have made Falabella’s
success and growth possible over time.
- In 2013, 289.6 million business transactions were made in
our retail segment, both in physical stores as well as the
online channel, 8.3% more than in 2012.
- The online channel had more than 1.8 million transactions,
a strong growth of 41% compared to 2012.
- Active CMR accounts reached 4.3 million, while checking
and saving accounts in Falabella amounted to 1.1 million.
There were 9 million Seguros Falabella insurance policies
and 400,000 people traveled through Viajes Falabella.
266 million people visited the Mall Plaza shopping centers
in the region.
- There were close to 400,000 positive comments about the
group’s brands on social networks in the year and less than
50,000 negative comments.
CHILE:
+ 154.4 million transactions
+ 211 million visitors to Mall Plaza shopping centers in 2013
+ 2.1 million active CMR accounts
PERU:
+ 88.9 million transactions
+ 51 million visitors to Aventura Plaza Shopping Centers in 2013
+ 0.9 million active CMR accounts
ARGENTINA:
+ 14.3 million transactions
+ 0.5 million active CMR accounts
COLOMBIA:
+ 32.0 million transactions
+ 4 million visitors to the Mall Plaza shopping center in 2013
+ 0.7 million active CMR accounts
