2020 Responsibility Report
by Żabka Polska Sp. z o. o.

Green and sustainable
living for everyone,
every day

Ladies and Gentlemen,

the pandemic has taught us a lesson of humility and, as seen from Żabka’s perspective, it has become an unexpected test for people, structures, the organisation, and its values. I can say with great satisfaction that we have passed the exam. Despite the pandemic, the pace of our growth did not slow down in 2020.

Tomasz Suchański, CEO

PLN 10.2 bn

Żabka exceeded,
for the first time,
10 billion in annual revenues

NPS 48 points

We have achieved
the highest customer
satisfaction score ever (NPS):
it was 11 points higher than
in the previous year

4.24/5

We have reached a record-high
level of employee involvement,
measured by the
Gallup Institute: 4.24/5

At the end of 2020
we were cooperating with

5,518

franchisees

100%

of plastic used in own brands and store consumables has been recovered and recycled

We opened

1,000

new stores

Our strategic transformation

Digital
evolution
Transformation
of responsibility
Format
evolution

Pillars of our
business strategy

We operate in accordance with the modern convenience format that is customer-centric and that focuses on fulfilling the customers’ needs quickly and conveniently.

Our responsibility

Żabka promises green and sustainable living for everyone, every day. To make it happen we built our Responsibility Strategy. It consists of 4 pillars and selected from them 11 strategic areas. We want to emphasize 6 of them. To see the details of the Strategy, click on a selected element
of the interactive circle.

  • Good
    nutrition

    We will double, by 2025, the sale of own brand food products that promote a healthy and sustainable lifestyle – measured in millions of PLN

    Fostering
    entrepreneurship

    We will raise the level of our franchisees’ satisfaction with cooperation with Żabka, measured with the use of the NPS score, by 15, ensuring that Żabka is considered the best franchise model in Poland by 2025

    We will increase the percentage of franchisees cooperating with Żabka for at least 36 months to 70% by 2025

  • Services
    for sustainable
    lifestyle

    We will be increasing the level of our customers’ satisfaction by 2 points each year (NPS score), making sure that Żabka becomes their first choice

    Circularity

    We will become plastic-neutral after 2025 (by recovering and recycling 100% of plastic introduced to the market by Żabka)

  • Diversity and inclusion

    We will increase the engagement of Żabka employees to find our way to the top 25% of employers by 2025, according to the Gallup Institute study

    We will increase the level of our employees’ satisfaction, measured with the use of the eNPS score, to above 65 by 2025

    Decarbonisation

    We will become climate-neutral (in terms of greenhouse gas emissions related to scopes 1 and 2) by 2025

    We will limit the greenhouse gas emissions intensity of scope 3 (in accordance with Science-Based Targets) by 2025

We will double, by 2025, the sale of own brand food products that promote a healthy and sustainable lifestyle – measured in millions of PLN

We will raise the level of our franchisees’ satisfaction with cooperation with Żabka, measured with the use of the NPS score, by 15, ensuring that Żabka is considered the best franchise model in Poland by 2025

We will increase the percentage of franchisees cooperating with Żabka for at least 36 months to 70% by 2025

We will be increasing the level of our customers’ satisfaction by 2 points each year (NPS score), making sure that Żabka becomes their first choice

We will become plastic-neutral after 2025 (by recovering and recycling 100% of plastic introduced to the market by Żabka)

We will increase the engagement of Żabka employees to find our way to the top 25% of employers by 2025, according to the Gallup Institute study

We will increase the level of our employees’ satisfaction, measured with the use of the eNPS score, to above 65 by 2025

We will become climate-neutral (in terms of greenhouse gas emissions related to scopes 1 and 2) by 2025

We will limit the greenhouse gas emissions intensity of scope 3 (in accordance with Science-Based Targets) by 2025

Our Responsibility StrategyOur ambitions and commitments

PILLAR I:SUSTAINBLE LIFESTYLE

We offer more sustainable and conscious choices to make it easier for our customers to change their habits for better – for them and the Green Planet.

  • Good nutrition
  • Food waste prevention
  • Services for sustainable lifestyle

PILLAR II:MINDFUL BUSINESS IMPACT

We make impact on entrepreneurs and local communities to drive positive change and sustainable business development.

  • Fostering entrepreneurship
  • Partnership
    for positive change
  • Communities activation

PILLAR III:RESPONSIBLE ORGANISATION

We shape purpose-led trusted organisation of empowered people committed to sustainable value creation.

  • Diversity and
    inclusion
  • Governance and
    responsible management
  • Transparency and
    validation

PILLAR IV:GREEN PLANET

We minimise our environmental impact across the whole value chain to protect Green Planet.

  • Decarbonisation
  • Circularity

Sustainable
lifestyle

We offer more sustainable and conscious choices to make it easier for our customers to change their habits for better – for them and the Green Planet.

  • Good nutrition

    We will double, by 2025, the sale of own brand food products that promote a healthy and sustainable lifestyle – measured in millions of PLN

  • Food waste
    prevention

    We will reduce the weight of food waste in our own operations and stores by 25% compared to the base year 2020 and ultimately, we will reduce it by half after 2025

  • Services for
    sustainable lifestyle

    We will be increasing the level of our customers’ satisfaction by 2 points each year (NPS score), making sure that Żabka becomes their first choice

Mindful
business
impact

We make impact on entrepreneurs and local communities to drive positive change and sustainable business development.

  • Fostering
    entrepreneurship

    We will raise the level of our franchisees’ satisfaction with cooperation with Żabka, measured with the use of the NPS score, by 15, ensuring that Żabka is considered the best franchise model in Poland by 2025


    We will increase the percentage of franchisees cooperating with Żabka for at least 36 months to 70% by 2025

  • Partnerships for
    positive change

    We will be the best partner supporting innovative and responsible initiatives and solutions

  • Communities
    activation

    We will engage our employees and business partners, in 50,000 interactions per year, in activities promoting sustainable growth by 2025

Responsible
organisation

We shape purpose-led trusted organisation of empowered people committed to sustainable value creation.

  • Diversity and inclusion

    We will increase the engagement of Żabka employees to find our way to the top 25% of employers by 2025, according to the Gallup Institute study


    We will increase the level of our employees’
    satisfaction, measured with the use of the eNPS score, to above 65 by 2025

  • Governance
    and responsible management

    We will train 100% employees on business ethics principles and obtain their acknowledgment by 2025, we will enhance a working culture based on those principles


    We will familiarize 100% of our business partners with the Code of Conduct and will ensure they have confirmed that in writing by 2025, we will build our cooperation based on the Code of Conduct


    We will take ESG indicators into account while making all our key decisions and investments

  • Transparency
    and validation

    We will be reporting externally in accordance with the best practices, taking into account international standard

Green
planet

We minimise our environmental footprint along the entire value chain to protect the Green planet.

  • Decarbonisation

    We will become climate-neutral (in terms of greenhouse gas emissions related to scopes 1 and 2) by 2025


    We will limit the greenhouse gas emissions intensity of scope 3 (in accordance with Science-Based Targets) by 2025

  • Circularity

    We will become plastic-neutral after 2025
    (by recovering and recycling 100% of plastic
    introduced to the market by Żabka)

Our Responsibility StrategyOur ambitions and commitments

PILLAR I:SUSTAINBLE LIFESTYLE

We offer more sustainable and conscious choices to make it easier for our customers to change their habits for better – for them and the Green Planet.

  • Good nutrition
  • Food waste prevention
  • Services for sustainable lifestyle

PILLAR II:MINDFUL BUSINESS IMPACT

We make impact on entrepreneurs and local communities to drive positive change and sustainable business development.

  • Fostering entrepreneurship
  • Partnership
    for positive change
  • Communities activation

PILLAR III:RESPONSIBLE ORGANISATION

We shape purpose-led trusted organisation of empowered people committed to sustainable value creation.

  • Diversity and
    inclusion
  • Governance and
    responsible management
  • Transparency and
    validation

PILLAR IV:GREEN PLANET

We minimise our environmental impact across the whole value chain to protect Green Planet.

  • Decarbonisation
  • Circularity

Sustainable
lifestyle

We offer more sustainable and conscious choices to make it easier for our customers to change their habits for better – for them and the Green Planet.

Good nutrition

We will double, by 2025, the sale of own brand food products that promote a healthy and sustainable lifestyle – measured in millions of PLN

Food waste
prevention

We will reduce the weight of food waste in our own operations and stores by 25% compared to the base year 2020 and ultimately, we will reduce it by half after 2025

Services for
sustainable lifestyle

We will be increasing the level of our customers’ satisfaction by 2 points each year (NPS score), making sure that Żabka becomes their first choice

Mindful
business
impact

We make impact on entrepreneurs and local communities to drive positive change and sustainable business development.

Fostering
entrepreneurship

We will raise the level of our franchisees’ satisfaction with cooperation with Żabka, measured with the use of the NPS score, by 15, ensuring that Żabka is considered the best franchise model in Poland by 2025


We will increase the percentage of franchisees cooperating with Żabka for at least 36 months to 70% by 2025

Partnerships for
positive change

We will be the best partner supporting innovative and responsible initiatives and solutions

Communities
activation

We will engage our employees and business partners, in 50,000 interactions per year, in activities promoting sustainable growth by 2025

Responsible
organisation

We shape purpose-led trusted organisation of empowered people committed to sustainable value creation.

Diversity and inclusion

We will increase the engagement of Żabka employees to find our way to the top 25% of employers by 2025, according to the Gallup Institute study


We will increase the level of our employees’
satisfaction, measured with the use of the eNPS score, to above 65 by 2025

Governance
and responsible management

We will train 100% employees on business ethics principles and obtain their acknowledgment by 2025, we will enhance a working culture based on those principles


We will familiarize 100% of our business partners with the Code of Conduct and will ensure they have confirmed that in writing by 2025, we will build our cooperation based on the Code of Conduct


We will take ESG indicators into account while making all our key decisions and investments

Transparency
and validation

We will be reporting externally in accordance with the best practices, taking into account international standard

Green
planet

We minimise our environmental footprint along the entire value chain to protect the Green planet.

Decarbonisation

We will become climate-neutral (in terms of greenhouse gas emissions related to scopes 1 and 2) by 2025


We will limit the greenhouse gas emissions intensity of scope 3 (in accordance with Science-Based Targets) by 2025

Circularity

We will become plastic-neutral after 2025
(by recovering and recycling 100% of plastic
introduced to the market by Żabka)

01

Sustainable
lifestyle

Customers are at the heart of all our activities. We want to facilitate the process of changing the customers’ everyday habits to ensure that those habits are better for themselves and for the planet, making sustainable choices obvious. That is why we acti in three key areas:

 

• Good nutrition
• Preventing food waste
• Services facilitating a sustainable lifestyle

48 NPS points

A record-high customer satisfaction result with an increase by 11 points compared to 2019

PLN 119 million

value of sold food products of own brand, that promote a healthy and sustainable lifestyle

More than

200

own brand products are offered under the “Feeding Poles Responsibly” program

3.8 million

number of Żappka app users
at the end of 2020

We have fully eliminated palm oil from own brand products

Our commitments in this area

02

Mindful busines
impact

We are aware of our positive impact on entrepreneurs and local communities. We affect their closest surroundings and foster sustainable growth. That is why we acti in three key areas:

 

• Promotion of entrepreneurship
• Partnerships for positive change
• Active involvement of communities

64%

share of franchisees cooperating with Żabka for at least 36 months

32,000

activities for positive change have been undertaken by our employees, franchisees and their employees

As at the end of 2020 we were cooperating with

5,518

franchisees

Nearly

PLN 17 million

provided in the form of donations

Our commitments in this area

03

Responsible
organisation

We create a reliable organisation made up of people who actively participate in building business value in a sustainable manner. Growth our organisation means constant improvement in three areas:

 

• Diversity and inclusion
• Governance and responsible management
• Transparency and validation

Żabka is among the

37%

of the highest ranked companies according to the Gallup Institute

4.24/5

employee engagement index in 2020 measured by the Gallup Institute

100%

manufacturers cooperating with us have been verified in terms of their compliance with international food safety management systems and standards

37%

of persons employed
by Żabka are women

58

is the level of satisfaction among employees measured with the use of the eNPS score

Our commitments in this area

04

Green Planet

We minimise our environmental footprint along the entire value chain in order to save the planet. We improve and develop innovations in two key areas:

 

• Decarbonisation
• Circularity

22.1 GWh

energy saved by optimization and innovation

Decrease in greenhouse gas emissions (scope 1,2,3) by sales revenues

Żabka headquarters in Poznań

is 100% powered

by green energy

100%

bottles used in own brand products are recycled

100%

plastic recovered from own brand products and store materials

Our commitments in this area

Nearby and responsibly
– Żabka during the pandemic

Our actions in response to the COVID-19 I 2020

PLN 100 million

spent to guarantee the safety of our customers, employees and franchisees in connection with the COVID-19 pandemic

20,000

antibody tests made among the personnel of our headquarters, Logistics Centers, cross-dock terminals and field workers

34.5 million

disposable face masks sold without profit margin

2020 was a great challenge
and forced us to react quickly to various unforeseen challenges. Ensuring the safety of our employees and business partners is always our priority, which is why we have taken a number of immediate actions to guarantee safety in stores and enable the entire organisation to function and work in safe conditions.

Looking into the future

Change is happening faster and faster. Increasing consumer awareness, new technologies and growing environmental problems are just some of the phenomena to which responsible businesses must respond.
We present 7 leading trends that will shape our reality in the coming years.

TREND #1

Towards neutrality

TREND #2

Striving to achieve circularity

TREND #3

Always on the move

TREND #4

Healthy balance

TREND #5

Digital life

TREND #6

Openness
and diversity

TREND #7

Trust is what
counts most

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