Informing customers to enable an educated choice
The After-Sales Service Barometer
In October 2021, Fnac Darty unveiled its fourth “After-Sales Service Barometer,” which provides a ranking by product category of the various brands, according to reliability and repairability criteria.
Designed with Harris Interactive, the “After-Sales Service Barometer” is based on three sources of data:
— A survey of 41,000 Darty customers. This questionnaire makes it possible to identify the context of product renewals as well as the fate of those that have been replaced;
— Data from more than 700,000 service calls carried out by Darty’s after-sales service during the first two years of the warranty period for the 76 types of appliances analyzed by the Barometer. Thanks to this data, it’s possible to know the reliability and repairability of products from more than 130 brands;
— The availability of spare parts, taken from the product databases.
C’est prouvé, le Baromètre pousse les marques daThe Barometer has proven to push brands in the right direction!
The third barometer highlighted the increasing reliability and longer life span of major household appliances as a whole, as well as the extended availability of spare parts.
The sustainability score
The calculation of a sustainability score for each product is a unique initiative in the retail world. It allows manufacturers to improve, consumers to make better choices, and Fnac Darty to reduce the impact of its activities on the planet through products that will last longer.
The sustainability score is the tool used to rank brands by product category in our After-Sales Service Barometer.
It is calculated by cross-referencing breakdown rates and the availability of spare parts. Weighted on volumes sold, the overall score for our offer was 100 in 2019 and 105 in 2020.
Goal: reach a score of 135 by 2025.
The Sustainable Choice
Reliability and repairability are, along with technical characteristics, the criteria that vary most between products in the same range. To enable customers to choose sustainable appliances, the Group is now highlighting these products through a clear and objective display.
To select “Sustainable Choice” products, Fnac Darty now uses the “sustainability score,” which aggregates reliability (breakdown rates) and repairability (the length of time spare parts are available). The selection is reviewed every three months to include new products.
The repairability index
Fnac Darty a choisi de s’engager concrètement contre l’obsolescence programmée en mettant à disposition une information sur la réparabilité des produits qu’il propose.
Cet indice, développé par le Labo Fnac en 2018, a été lancé plus de 2 ans avant la mise en oeuvre de la loi AGEC et a largement inspiré le nouvel indice de réparabilité imposé aux fabricants.
The Fnac Lab
Informing in complete independence: the historic mission of the Fnac Lab
The Fnac Lab is a unique concept that has been serving the brand’s customers since 1972.
Equipped with a range of sophisticated measurement systems, its experts test the technical performance of hundreds of new electronic products every year. The Lab’s scientific and objective methods are recognized by the biggest brands, which regularly come to have their prototypes evaluated.
L’Éclaireur Fnac
L’Éclaireur Fnac is a new website used to break down cultural and technological news, which is intended to be a real lever for helping users to make a more responsible choice.
L’Éclaireur Fnac is structured around 6 emblematic sections of its universe:
— entertainment (books, comics, cinema, music, etc.);
— pop culture (video games, manga, comics, series, board games, etc.);
— tech (smartphones, computers, TV, sound, etc.);
— the societal challenges of digital technology;
— La Claque Fnac (digital version of the cultural activities carried out by the company);
— the Fnac Lab (the laboratory for testing new electronic products).
Through its consumer advisory function, L’Éclaireur Fnac is a new concrete expression of the Fnac Darty group’s strategic plan Everyday, which aims to serve the group’s mission: “committing to providing an educated choice and sustainable consumption.”