Our goals
Our progress in 2022
We opened our 9,000th and our 9,001st stores during 2022, demonstrating how in challenging times we continue to create opportunities and develop entrepreneurship in Poland.
In parallel, we have continued to change and enhance the image and perception of our stores to reach and attract more customers. As a network that’s driven by customer needs, for several years we’ve been creating new formats in line with customer locations and expectations. New formats are adapted to meet the needs of people on the move, who can take advantage of an expanded food offer around hot snacks, coffee, sandwiches and salads.
This approach is also giving our franchisees the opportunity to run a strong local business, and the figures show this is succeeding. We survey franchisee satisfaction on a regular basis, enabling us to respond more quickly to their needs. This has shown a 13-point rise in their NPS score, and the proportion of franchisees leaving of their own accord is lower than 8%.
The greatest challenge our franchisees report is the growing difficulty they face in hiring and retaining employees, and those leaving the network often cite a lack of available talent as their reason for doing so. To address this key issue, during the year we launched the Sprzedawca Pro (the Seller Pro) project with the aim of reducing attrition among store employees by increasing their commitment and attachment to the workplace. This is supported by three key pillars:
– Image: with the launch of new, more modern corporate clothing;
– Development: with a focus on training materials for franchisees and salespeople; and
– Motivation: including the introduction of a new incentive programme for sales staff.
We have also launched the Entrepreneurship+ programme pilot in partnership with the Warsaw University of Technology, which is intended to be a long-term franchisee-development programme, strengthening competencies in the area of team management.
Selected activities
9,000th and 9,001st stores
2.1 Fostering entrepreneurship
Celebrating
9,000th and 9,001st stores
In an important milestone for the business, in late December 2022 Żabka opened the 9,000th and 9,001st stores in our network. These are on the A2 motorway, at Gnilec (the last stop before the German border) and Sosna (the first on entering Poland from Germany).
The new-format stores, which include self-service checkouts, are designed to give customers quick and convenient round-theclock access to a wide range of hot snacks, sandwiches and salads, meeting the particular needs of those with little time. The new format gives franchisees a great opportunity to run a strong local business. The franchisees in this case are a married couple who have worked with Żabka for several years, making them living proof of the entrepreneurial opportunities that the right people can gain from a close relationship with us. The dynamic design of the new stores aims to enable private and professional drivers to easily identify where they can get the rest
2.1 Fostering entrepreneurship
Smart solutions supporting smart business
Żabka Group is committed to using smart technologies as a
means of realising some of the primary aims of our Responsibility
Strategy. These include reducing emissions intensity related
to franchisees’ stores by 2026, doing so in own operations by 25% by 2025, and empowering franchisees to operate safe and successful local businesses.
Central to our efforts to provide our franchisees with only the best technology is Żabka Smart, our Poznań-based centre of excellence. From here we provide selected stores with a range of innovative, energy-efficient solutions for testing.
These range from flood sensors and stock-control devices to automatic temperature and energy-consumption gauges that communicate with managers, enabling better customer service as well as more efficient energy usage. Vision and voice systems, meanwhile, are designed to deter potential burglars, improving security and making our stores a safer place to work. After analysing the test results, we then implement the best solutions across more stores. It’s an approach that’s driving environmental, satisfaction, safety and sales improvement in a single unified programme.
Responsibility Report 2022
