Informing customers to enable an educated choice
The After-Sales Service Barometer
In 8 years, the Fnac Darty After-Sales Service Barometer has become an essential tool for information and benchmarking. It allows the general public, before making a purchase, to learn about the repairability and reliability levels of products from over 150 brands, summarized by a durability score.
Developed from information collected in the field by 3,000 Fnac Darty repair technicians and analyzed by the Group’s sustainability department, the After-Sales Barometer supports industry and public authorities in their efforts to extend product lifespans. The After-Sales Barometer provides a detailed sheet by category, including:
- The podium of the most durable brands;
- The breakdown of scores that determine this ranking;
- Information such as maintenance tips, the ratio of spare parts, etc.
The 2025 edition of the After-Sales Barometer has been enhanced by revealing for the first time the symptoms of breakdowns across 100 product categories, thanks to the analysis of more than 2 million failures reported by Darty Max customers and subscribers. The detailed and quantified analysis of breakdown symptoms helps improve the prevention of malfunctions and extend the lifespan of devices. These data also benefit manufacturers to improve quality, technicians for training purposes, and consumers in their product use.
The Durability Score
A unique initiative in the retail world, the Fnac Darty durability score has become a benchmark index, establishing a correlation between the average age of repaired products and their durability score. It stands out as the most relevant source for assessing the repairability and durability of devices.
In 2025, the durability score shows that product families with a higher durability score have an average age of 7 years and 3 months at the time of repair, compared to 3 years and 9 months for the least durable ones.
The Sustainable Choice
The information gleaned from the “After-Sales Service Barometer” showcases the brands that make the most effort to produce reliable, repairable and more energy-efficient products. In 2019, Fnac Darty created a clear and objective labeling system: the “Sustainable Choice.” The criteria used to select products and design this label, which is prominently placed on products on shelves and shopping sites, are based on the sustainability score, the energy label, and the government repairability index for eligible products. The selection is reviewed every three months to include new products. In 2024, Fnac- and Darty-branded products included more than 900 “Sustainable Choice” items.
Labo Fnac
Informing in complete independence: the historic mission of Labo Fnac
Labo Fnac is a one-of-a-kind concept and brings together experts to independently test the technical performance of hundreds of new electronic products every year, using a range of sophisticated measuring systems. Labo Fnac’s scientific and objective methods are recognized by the biggest brands, which regularly come to have their prototypes evaluated.
Informed delivery
In 2021, Fnac Darty expanded the information provided to customers in the specialized retail market to include ground-breaking data: the GHG emissions linked to the delivery of one kilogram of parcels, depending on the delivery service, which it published on the Fnac and Darty websites. This information, called “informed delivery”, has been available to all online customers since February 2022.
Fnac Darty is fully aware that customer travel can have a significant impact on the total carbon footprint of a delivery (for parcels delivered to a collection point), therefore it has worked with Datagir, a public service supported by ADEME (the French Environment and Energy Management Agency), to provide online customers with an eco-calculator.