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6
OVERVIEW
M
aking our stores easier to reach, providing
convenient car parks, keeping traffic flowing,
and creating pleasant shopping centres are all
part of the effort initiated by Carrefour in 2013
to provide its customers with the best possible
service and balance of commercial factors.
The modernisation of our assets – in particular
hypermarkets, supermarkets, and shopping centres – had
already begun in many countries, based on the needs and
preferences expressed by customers. The renovations will
improve all of the factors that make a site appealing: comfort
and friendliness, a dynamic and relevant offer, modern
infrastructures and facilities, and a generally consistent,
complementary experience. To achieve this, Carrefour is
tailoring its approach to each store while drawing on a com-
mon foundation that they all share. In France, for example,
the number of employees was increased, both on the shop
Get the latest
Group news at
www.carrefour.comSTORES, SHOPPING CENTRES, CAR PARKS
A NEWCUSTOMER
EXPERIENCE
In 2013, Carrefour launched a
modernisation plan to improve quality
of service and welcome. The renovation
programme of stores, car parks, and
shopping centres is underway.
floor and at the check-out, to improve the quality of service
customers receive. In 2013, 49 Carrefour hypermarkets
and 83 supermarkets were renovated and remodelled.
In all countries where the Group operates, the road map has
been traced and the process is underway. Initial results
already show increases in customer traffic sales and the
average basket, improved customer satisfaction, and more
motivated employees.
A 360° APPROACH
The common thread in the renovation is simple: follow
the customer path, from directional signage to car park,
shopping centre, layout of the store, check-out, or service
station. At every step, the same question: what can we do
to make customers’ shopping easier and more pleasant?
The teams endeavour to work on the entire ecosystem
to create a more fluid, cohesive experience. In Spain,