Fakta-refurbishing a Danish Coop-success

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Customers are beginning to return to Fakta, and optimism in the chain is emerging after three difficult years.

A new concept with more emphasis on quality in the form of greater choice of better meat, fruit and vegetables and meal solutions, has been so successful that Fakta has now geared up the pace of modernization. By the end of June, 40 stores in the chain will be converted to the new concept.

“We have set the pace after having seen the results in the first 16 converted stores,” said chain director Niels Karstensen, welcoming the increasing market shares in the first half, but even more two other key figures:

”Customer satisfaction is growing at rocket speed. Where the chain two years ago had negative customer satisfaction, there is now a double-digit positive satisfaction in the so-called NPS measurements. In the latest survey was Fakta the chain within Coop, which had the largest increase in customer satisfaction.”

Coop alsoo says employee stability is significantly improved. Replacement of employees has been reduced by 40 percent the past year.

“It is a great improvement worn by employees who really have taken our new slogan – Denmark’s perhaps absolute nicest discount chain – for themselves, as the measurements documenting. But we also benefit from the food agenda from Coop – to develop the Danish food culture. In Fakta this is expressed in the form of goods makes it “easier to eat better.” We have made the price gap between conventional meat and free-range small, we have increased the range of ecology and we have introduced a number of new exciting food from small Danish producers, such as free-range chickens from Sødam, specialty cheeses from Sønderhaven Diary and lots of goods from Thise Dairy, “says Niels Karstensen.

In August, it will be decided how many refurbishments to be carried out the rest of the year. The objective is that the majority of the 440 stores to be refurbished at the end of the 2016th