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Informing customers to enable an educated choice

The After-Sales Service Barometer

In October 2021, Fnac Darty unveiled its fourth “After-Sales Service Barometer,” which provides a ranking by product category of the various brands, according to reliability and repairability criteria.

Designed with Harris Interactive, the “After-Sales Service Barometer” is based on three sources of data:

— A survey of 41,000 Darty customers. This questionnaire makes it possible to identify the context of product renewals as well as the fate of those that have been replaced;
— Data from more than 720,000 service calls carried out by Darty’s after-sales service during the first two years of the warranty period for the 76 types of appliances analyzed by the Barometer.
— The availability of spare parts, taken from the product databases.

The barometer has proven to push brands in the right direction!

The sustainability score

The calculation of a sustainability score for each product is a unique initiative in the retail world. It allows manufacturers to improve, consumers to make better choices, and Fnac Darty to reduce the impact of its activities on the planet through products that last longer.

The sustainability score is the tool used to rank brands by product category in our After-Sales Service Barometer.

It is calculated by cross-referencing breakdown rates and the availability of spare parts. Weighted on volumes sold, Fnac Darty’s overall score was 100 in 2019 and 111 in 2021.

Goal: reach a score of 135 by 2025.

The Sustainable Choice

Reliability and repairability are, along with technical characteristics, the criteria that vary most between products in the same range. To enable customers to choose sustainable appliances, the Group is now highlighting these products through a clear and objective display.

To select “Sustainable Choice” products, Fnac Darty now uses the “sustainability score,” which aggregates reliability (breakdown rates) and repairability (the length of time spare parts are available). The selection is reviewed every three months to include new products.

The repairability index

Fnac Darty has chosen to make concrete commitments against planned obsolescence by making available information on the repairability of the products it proposes.
This index, developed by Le Labo Fnac in 2018, was launched more than two years before the implementation of the French Anti-Waste Law for a Circular Economy, and since January 1, 2021, has largely inspired the new repairability index imposed on manufacturers.

The Fnac Lab

Informing in complete independence: the historic mission of the Fnac Lab

The Fnac Lab is a unique concept that has been serving the brand’s customers since 1972.

Equipped with a range of sophisticated measurement systems, its experts test the technical performance of hundreds of new electronic products every year. The Lab’s scientific and objective methods are recognized by the biggest brands, which regularly come to have their prototypes evaluated.

L’Éclaireur Fnac

A real decision-making tool, L’Éclaireur Fnac is the new website that demystifies the latest developments in the entertainment and tech world. 

With news updates, product test results, reviews, explanations of the latest trends, interviews and reports, at L’Éclaireur Fnac, we are firmly committed to providing you with comprehensive, verifiable and balanced information. We aim to continuously awaken your curiosity and to enable you to form objective opinions on the topics we discuss.

Through its consumer advisory function, L’Éclaireur Fnac is a new concrete expression of the Fnac Darty group’s strategic plan Everyday, which aims to serve the group’s mission: “committing to providing an educated choice and sustainable consumption.”