Increase in customers’ NPS score by 2 points each year until 2025
Increase in the number of application downloads
5 new services supporting sustainable lifestyle introduced each year until 2023
Our progress in 2022
We are expanding our convenience ecosystem to show how everybody can enjoy their lives, every day. For example, the Żabka app (Żappka) has now been downloaded more than 11 million times, and we continue to develop new services, that improve our customers’ quality of life.
Examples of developments from 2022 include the launch of a coffee-subscription model, a unique deal for coffee-lovers in Poland that costs just PLN 49,99 a month (PLN 1,61 each day). In a more hi-tech solution, we launched a world first in the shape of Robbie the Robot, who takes just 40 seconds to serve hungry customers with hot dogs. During his first weekend in action, Robbie served several hundred meals and in 2022 served over 18,000 hot dogs.
We expanded the range of digital solutions we offer our customers with a new entertainment tool that provides access to the world of mobile gaming. The character created to be at its heart is Żabu, created with direct input from users of our Żappka app. The test version of the game is available to 5,000 initial players, and the final version will be open to all Żappka users during 2023. With its combination of communication, business and technology, this is more than a game – it’s a novel business solution developed in close partnership with our customers.
Using the technology provided by AiFi (a supplier of solutions based on artificial intelligence), we have created a network of Żabka Nano stores. The 50th store was opened in 2022 in the Norblin Factory on Warsaw’s historic Żelazna Street, adding to the existing cultural diversity of an area where the historical meets the ultra-modern.
The Żabka Nano network has been created under the Żabka Future Business Incubator initiative, which combines three elements: first seeking and managing innovations, then transforming them into new products and services, and finally commercialising them. Because the stores are powered exclusively by green energy or its equivalent, the Nano project also fits perfectly within our strategic approach to sustainability.
The Żabka Group ecosystem is completed by brands Maczfit, Dietly, Delio and Żabka Jush!, to ensure easy access to high-quality products, freeing up time for our customers and making their lives easier.
1.3 Services for sustainable lifestyle
Pioneering coffee scheme sets the standards for service and value
In a step to continue differentiating itself by offering the highest levels of customer service and value, Żabka has become the first Polish retailer to offer a coffee-subscription service at a monthly cost of just PLN 49.99.
This enables consumers who elect to have any coffee once a day for 30 days to pay an average of just over PLN 1.61 per cup. This is made possible because Żabka stores are open on Sundays and public holidays. In addition, any customer who uses up the daily limit is eligible once during the subscription period to receive a free muffin or a 200ml coffee from an instore machine. Importantly, this new service is enabling Żabka to plan a range of other subscription-based offers to provide exceptional value based on using the unique Żappka app. All users need to do is launch the app, select coffee from the list of subscription schemes, activate it, select their payment method and pay. The service has proved itself to be an immediate success among customers. In the first month following launch, Żabka sold more than 6,500 subscriptions.