Customers

The Company has tailored customer satisfaction surveys for each one of its businesses, in order to better understand what the customer is looking for and to improve customer service.

As of this year, Falabella’s retail and financial services businesses implemented the Net Promoter Score (NPS) tool, which aims to measure customer loyalty based on recommendations (promoter, passive, and detractor). The real estate business measures customer satisfaction with a survey carried out by IPSOS2.

Additionally, the Company has used social networks to get closer to its customers and to manage complaints more efficiently.

  • During 2014, the Group registered 0.1% complaints3 as a percentage of total transactions at the three retail business units, 11.2% less than in 2013. In the financial services businesses, the Company registered 0.4% complaints as a percentage of total customer requests in 2014, which was 19% less than in 2013.
  • Adding up the accounts from all of Falabella’s companies in every country in operation, the Group has a total of 9,145,980 followers on social networks (Twitter and Facebook), which represents a 44.2% increase from the previous year.
  • Throughout the year, the Group’s brands received 292,844 positive comments and 65,536 negative comments posted on social networks.

The following metrics are in regards to the Group’s customer base:

  • In 2014, Falabella’s retail businesses generated 290,562,471 transactions, 7.1% more than in 2013.
    347,538,168 people visited Open Plaza (Peru) and Mall Plaza (region) shopping centers, which represents a 7.8% increase compared to 2013.
  • Banco Falabella ended the year with 1,434,396 checking and deposit accounts, which represents a 22.2% annual increase. CMR had 4,573,064 credit cards with a balance, 5.6% more than 2013.
  • The financial services businesses had 1,994 points of service4 across the region, 16.8% more than 2013.
  • The number of travelers that booked their trips through the Viajes Falabella travel agency reached 400,224 in 2014, 0.6% more than the previous year.

Given the nature of Falabella’s different businesses, none of the Group’s business units have any clients that, independently, represent more than 10% of that segment’s revenues.

1. All of the Group’s businesses report under the G4 GRI (Global Reporting Initiative) standards. In order to access more information on their Sustainability Policies, we encourage you to review their respective Sustainability Reports.
2. Independent company dedicated to survey based market research.
3. External complaints that reach customer service.
4. Branches, ATMs and saldomáticos (terminals where customers may check their balance).
Figures regarding direct staffing and collaborator turnover include all of the Group’s companies, including affiliates Sodimac Colombia and Aventura Plaza, which the Company does not consolidate in its financial statements. Also, the following metrics do not include Imperial, Dicico, Maestro and Sodimac Uruguay, given that all of the relevant data was not available.