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Informing customers to enable an educated choice

The After-Sales Service Barometer

In five years, the After-Sales Service Barometer has become an essential information and benchmarking tool, and therefore a valuable decision-making aid for customers when making their purchases.

Developed by Fnac Darty in collaboration with Harris Interactive, it is based on a survey of 10,000 Darty customers and an analysis of more than 900,000 Darty after-sales service interventions carried out between July 2021 and June 2022. The Barometer also takes into account the study of more than 580,000 product breakdowns. This fifth edition has been extended to 88 categories of consumer electronics and domestic appliances.

For each category, in addition to the sustainability score and brand ranking, the Barometer provides details about the availability period of spare parts and, since 2022, the average price of spare parts.

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 climate and environment 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. Since 2022, as a way to make repairs more accessible to all, Fnac Darty has added a new criterion into the calculation: the price of spare parts.

Weighted on volumes sold, Fnac Darty’s overall score was 100 in 2019 and 115 in 2022.

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 uses the “sustainability score,” which aggregates reliability (breakdown rates), repairability (the length of time spare parts are available) and the price of spare parts. 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 Labo Fnac celebrates its fiftieth anniversary!

The Labo Fnac, a one-of-a-kind concept, brings together its experts who test the technical performance of hundreds of new electronic products every year, using a range of sophisticated measuring systems. The Lab’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” was made available to all online customers in 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.

Darty : https://www.darty.com/achat/services/livraison-eclairee/index.html

Fnac : https://www.fnac.com/livraison-eclairee