Keeping our promises

Our Promise is what we are doing as Delhaize Group to achieve our Purpose. In this section, we show how we are keeping our promises to our stakeholders and how we are measuring them.

  • CUSTOMERS

    • Our Promise

      Our customers expect an experience that delivers value for them, meets their grocery needs, and delights them with innovations in taste and convenience. Customers prefer us because we consistently deliver well stocked stores that are conveniently located. We offer food that is fresh, nutritious and affordable. We employ friendly people and we deliver an efficient experience.

    • How we measure our results

      Net promotor score (NPS)
      NPS assesses customer loyalty by asking the question: “On a scale from 0 to 10, where ‘0’ means ‘not at all likely’ and ‘10’ means ‘extremely likely’, how likely are you to recommend a Delhaize Group Banner to a friend or a colleague?”

  • Associates

    • Our Promise

      We not only provide the paycheck that allows our associates to do the things they need and want to do, we also invest in providing a safe, respectful and inclusive working environment, opportunities for growth and development, and a sense of accomplishment and pride in working for a company that is built on core values of determination, integrity, courage, humility and humor.

    • How we measure our results

      Associate Engagement Survey
      The Associate Engagement Survey gives a voice to our associates about key aspects of their work, such as daily responsibilities, company leadership, feedback on performance and recognition of achievements.

  • COMMUNITIES

    • Our Promise

      We support the communities where we do business by employing local people, partnering with local suppliers, respecting the environment and reducing food waste, and empowering customers and associates to lead healthy and sustainable lives.

    • How we measure our results

      Our 2020 Sustainability Goals help measure how we are contributing in our local communities. We also work hard to remain in the Dow Jones Sustainability Index (DJSI). The DJSI measures company performance in economic, social, and environmental dimensions. The top 10% of performers in each sector are selected for the World Index.

  • SHAREHOLDERS

    • Our Promise

      Our shareholders expect us to deliver on our commitments and future ambitions. They have numerous opportunities to invest their money elsewhere, so they need to see and believe that their money delivers what they expect it to deliver.

    • How we measure our results

      We hope that investors buy our shares because Delhaize Group shares are seen as a longterm, quality investment. We use 6 x underlying EBITDA to monitor our performance in this area. This measure is a conservative measure of the value of a company and by subtracting net debt it gives our shareholders a good idea of our investment potential.