GRI G4 Content Index

KPMG AG Wirtschaftsprüfungsgesellschaft has provided limited assurance. You can find the Independent Assurance Report in the Assurance Report  

Strategy and Analysis

Organizational Profile

G4 Indicators

Links within this report

External links

Comments

Organizational Profile

G4-3

Name of the organization

 

 

Imprint

G4-4

Primary brands, products, and services

Annual Report 2015/16:

 

Business model

Group business model

G4-5

Location of the organization’s headquarters

 

 

Imprint

G4-6

Countries with significant operations

Annual Report 2015/16:

 

Sustainability approach Metro Cash & Carry

Consolidation group

Sustainability approach Real

57. Affiliated companies of METRO AG

Employees

 

G4-7

Nature of ownership and legal form

Annual Report 2015/16:

 

Imprint

Shareholder structure

 

Notes pursuant to the German Commercial Code

G4-8

Markets served

Annual Report 2015/16:

 

Business model

Group business model

Sustainability approach Metro Cash & Carry

 

Sustainability approach Real

G4-9

Scale of the organization

Annual Report 2015/16:

The METRO GROUP sales lines stock the products of renowned manufacturers and own-brand products that combine high quality with attractive prices. In Germany, for example, the entire product range comprises approximately 190,000 items at Real and approximately 135,000 at METRO Cash & Carry, as well as some 270,000 items online at Media Markt and 200,000 items online at Saturn.

Sustainability approach Metro Cash & Carry

Group business model

Sustainability approach Real

Capital structure

Employees

 

Company

G4-10

Employees by employment type, gender and region



Employees

Part-time rate (in %)

 

With legislation varying across the various countries in which METRO GROUP operates, information regarding the proportion of temporary employment contracts has no informative value.
As the percentage of people who are neither employees nor subject to the line authority of the company (including employees of contracting parties and individuals subject to their line authority) is insignificant, this figure is not reported.
Our employee headcount is not subject to any significant seasonal fluctuations.

G4-11

Percentage of employees covered by collective bargaining agreements

 

The percentage of employees represented by an independent trade union or whose interests are covered by collective bargaining agreements is approximately 70 per cent.

G4-12

Description of the supply chain

Procurement Policy for sustainable sourcing

As a company in the retail and wholesale business, our supply chain can be represented as follows in simplified terms: manufacturers, growers and producers of food and non-food items; transport, storage and distribution; stores; consumers.
Information regarding our management approaches within the supply chain can be found in the section Sustainable procurement and assortment.

Business model

Sustainable procurement and assortment

G4-13

Significant changes during the reporting period

Annual Report 2015/16:

The year in review

With regard to our purchasing processes, we take care to ensure that we are not dependent on our suppliers. There have therefore not been any significant changes in our supplier structure. As a result, we do not report on changes in the location of suppliers, the structure of the supply chain or relationships with suppliers (including their selection and the termination of such relationships).
METRO GROUP’s internal structures have likewise remained essentially unchanged. The The year in review section of the annual report gives details of any changes.

G4-14

Implementation of the precautionary principle

Environment guidelines

 

Sustainability approach

Sustainable operations

Sustainable procurement and assortment

Sustainable consumption

G4-15

External initiatives that the organization endorses

 

Our commitments

 

G4-16

Significant memberships in industry and business associations

 

Organisations

 

Identified Material Aspects and Boundaries

G4 Indicators

Links within this report

External links

Comments

Identified Material Aspects and Boundaries

G4-17

Entities included in the consolidated financial statements

Annual Report 2015/16:

The METRO GROUP Corporate Responsibility Report 2015/16 covers all the key operational units, including the sales lines, service companies and back offices. The respective scope of application is also noted for the indicators.

Business model

Consolidation group

 

57. Affiliated companies of METRO AG

G4-18

Process for defining the report content

 

 

Stakeholder relations

2016 materiality analysis

G4-19

Material Aspects identified

 

 

2016 materiality analysis

G4-20

Aspect Boundaries within the organization

 

 

2016 materiality analysis

G4-21

Aspect Boundaries outside the organization

 

 

2016 materiality analysis

G4-22

Restatemtents of information provided in previous reports

 

In the event of restatements of information compared with earlier reports, these are explained by means of footnotes in the relevant places.

G4-23

Significant changes in the Scope and Aspect Boundaries

Annual Report 2015/16:

Consolidation group

Should there be any important changes to the scope of the report and the delineation of individual aspects, these are explained by means of footnotes in the relevant places.

Stakeholder Engagement

G4 Indicators

Links within this report

External links

Comments

Stakeholder Engagement

G4-24

Stakeholder groups engaged

 

 

Stakeholder relations

G4-25

Identification and selection of stakeholders

 

 

Stakeholder relations

G4-26

Approach to stakeholder engagement and frequency

 

 

Stakeholder relations

G4-27

Key topics and concerns raised through stakeholder engagement and response

 

 

Stakeholder relations

Report Profile

G4-28

Reporting period

 

 

Report Profile

G4-29

Date of most recent previous report

 

 

Report Profile

G4-30

Reporting cycle

 

 

Report Profile

G4-31

Contact point for questions regarding the report

 

 

Imprint

G4-32

“In accordance” option with GRI and Content Index chosen

 

 

Report Profile

G4-33

External verification of the report



Report Profile

Assurance Report

 

The scope of the independent external assurance engagement according to ISAE 3000 and ISAE 3410 by KPMG AG Wirtschaftsprüfungsgesellschaft is described in the independent assurance report, which can be found under Assurance Report. It was not part of the engagement to review product and service related information, references to external websites and information sources, as well as future-related statements in the Report.

Governance

G4-34

Governance structure, incl. committees of the highest governance body

Annual Report 2015/16:

 

Sustainability management

The Management Board

 

Report of the Supervisory Board

Corporate Governance Report

Sustainability management

Ethics and Integrity

G4 Indicators

Links within this report

External links

Comments

Ethics and Integrity

G4-56

Organisation’s values, principles, standards and norms of behaviour

Our commitments

 

Sustainability approach

Annual Report 2015/16:

Fair working conditions

Corporate Governance Report

Occupational health and safety management

 

Sustainable procurement and assortment

Economic Performance

G4 Indicators

Links within this report

External links

Comments

Economic Performance

Management approach

 

Annual Report 2015/16:

Goals and strategy

 

Economy

G4-EC1

Direct economic value created and distributed

Annual Report 2015/16:

For competition law reasons, we do not report in detail on the economic value generated and distributed separately for the national, regional or store levels.

Company

Cash flow statement

Social engagement

37. Financial liabilities

18. Other taxes

G4-EC2

Financial implications and other risks and opportunities due to climate change



Carbon footprint

Annual Report 2015/16:

Presentation of the risk situation

Since 2006, we have been publishing information on the risks and opportunities resulting from climate change with our participation in the CDP climate change survey. Based on this, we were once again named Sector Leader in Consumer Staples, and Index Leader on the German MDAX, in 2016.

G4-EC3

Coverage of benefit plan obligations

 

Disclosures on G4-EC3 a-e can be found on the following pages:

Due to the different pension systems, it is not possible to separate the pension contributions of employers and employees.
Figures for participation in a voluntary, group-wide future package in Germany can be found in the section on the development of personnel expenses.

Annual Report 2015/16:

Development of staff numbers

Development of personnel expenses

Capital structure

Balance sheet

33. Provisions for post-employment benefits plans and similar obligations

Procurement Practices

G4-EC9

Proportion of spending on local suppliers

 

 

We are currently working on a definition of “local suppliers” and on the corresponding data collection. As a result, we are not yet reporting on this indicator.

Environmental Performance

G4 Indicators

Links within this report

External links

Comments

Environmental Performance

Management approach

 

 

Sustainable operations

 

Energy

G4-EN3

Energy consumption within the organization



Total energy consumption

 

We do not sell significant volumes of energy to third parties. The consumption figures for the individual energy sources are converted into MWh on the basis of the usual standard factors.

G4-EN5

Energy intensity



Electricity, heating and cooling energy consumption

 

The energy intensity KPI comprises energy consumption within the organisation only.

G4-EN6

Reduction of energy consumption

 

 

Investments in energy efficiency and energy generation

METRO Cash & Carry – Energy efficiency and energy conservation

Real – New climate protection target for 2030

Media-Saturn – Efficient energy use

Total energy consumption

Water

G4-EN8

Total water withdrawal by source



Water withdrawal and wastewater generated

 

 

Emissions

G4-EN15

Direct greenhouse gas (GHG) emissions (Scope 1)



Greenhouse gas emissions in tonnes of carbon

 

The greenhouse gas KPIs are reported in the form of carbon equivalents and comprise all the Kyoto gases.
Our biogenic Scope 1 emissions are insignificant and are therefore not listed separately.

G4-EN16

Energy indirect greenhouse gas (GHG) emissions (Scope 2)



Greenhouse gas emissions in tonnes of carbon

 

The greenhouse gas KPIs are reported in the form of carbon equivalents and comprise all the Kyoto gases.

G4-EN17

Other indirect greenhouse gas (GHG) emissions (Scope 3)



Greenhouse gas emissions in tonnes of carbon

 

The greenhouse gas KPIs are reported in the form of carbon equivalents and comprise all the Kyoto gases.

G4-EN18

Greenhouse gas (GHG) emissions intensity



Greenhouse gas emissions in kilograms of carbon

 

 

G4-EN19

Reduction of greenhouse gas (GHG) emissions

 

 

Status of climate protection target

Trends in the emission sources included in the climate protection target

Effluents and Waste

G4-EN22

Total water discharge by quality and destination



Water withdrawal and wastewater generated

 

 

G4-EN23

Total weight of waste by type and disposal method



Amount of waste and recycling rate

 

The waste disposal method is determined on the basis of information provided by the disposal service providers we use.

Transport

G4-EN30

Significant environmental impacts of transporting products



Responsible resource management

 

During financial year 2015/16, we identified the following activities/consumptions for shipments:

Company cars: 25.6 million litres of fuel

Own logistics: 11.8 million litres of fuel

External shipments: 2.5 billion kilometres of truck journeys, 7.8 million tonne-kilometres of flights, 1.6 billion tonne-kilometres of sea freight

Business travel: 107 million kilometres of journeys/flights

Employee commuting: 1.4 billion passenger kilometres

This results in the following carbon emissions (carbon equivalents): 2.5 million tonnes of carbon

Societal Performance – Labor Practices and Decent Work

G4 Indicators

Links within this report

External links

Comments

Societal Performance:

Labor Practices and Decent Work

Management approach



Commitment to the employees

Annual Report 2015/16:

Employees

 

Employment

Annual Report 2015/16:

Sustainable human resource policies

Remuneration models and succession planning

Diversity management

 

G4-LA1

New employee hires and employee turnover



New employees by gender (in %)

New employees by age group (in %)

Staff turnover by gender (in %)

Staff turnover by age group (in %)

 

 

Labor/Management Relations

Annual Report 2015/16:

Employer-employee relationships

 

Occupational Health and Safety

Annual Report 2015/16:

Occupational safety and health management

 

G4-LA5

Percentage of total workforce represented in health and safety committees

 

An Occupational Health and Safety Circle will be established in every country in which METRO GROUP is active by 2017. The proportion of employees already represented by these OHS Circles in 2015 was more than 44 per cent.

G4-LA6

Injuries, occupational diseases, lost days, and work-related fatalities



Work-related accidents (per 1,000 employees)

 

We report on the KPIs which are significant to us. The types of accident and the underlying causes are evaluated by us internally in order for us to derive appropriate precautionary measures. This internal data collection also includes contractor accidents.

Training and Education

Annual Report 2015/16:

Recruiting employees

Remuneration models and succession planning

Further training for employees

 

G4-LA9

Average hours of training



Continuing professional development

 

A breakdown by gender and employee groups is not relevant for us and is therefore not published.

Diversity and Equal Opportunity

Annual Report 2015/16:

Diversity management

 

G4-LA12

Composition of governance bodies and breakdown of employees by aspects of diversity



Gender breakdown in managerial positions (in %)

Managers by age group (in %)

Number of nationalities among managers

Employees

Employees by age group (in %)

Number of nationalities

 

 

Supplier Assessment for Labor Practices



Sustainable procurement and assortment

 

G4-LA14

Percentage of new suppliers that were screened using labor practices criteria

Sustainable procurement and assortment

 

It is not currently possible to specify a percentage, due to the fact that data for new suppliers are not collected separately. Such data collection is planned for the future.

Otherwise, all the suppliers of non-food own-brand products who produce goods (or have goods produced) in risk countries are obliged to name their respective producers and to present valid audits for all of them. It is only possible to carry out a new listing of suppliers if a valid BSCI audit (or equivalent) is presented with an acceptable result for the specific producer (see also the METRO GROUP internal policy).

G4-LA15

Significant impacts for labor practices in the supply chain



Sustainable procurement and assortment

 

a) All non-food own-brand producers used by us with a valid audit. At the reporting date of 30 September 2016, this was a total of 1,632 producers.

b) Of these, the number of producers with a deal breaker result. In financial year 2015/16, this was a total of 195 producers.

c) A deal breaker result encompasses the aspects of child labour, forced labour, occupational health and safety – especially fire safety – and ethical behaviour.

d) Within the framework of the deal breaker process, non-food own-brand producers with a deal breaker result are obliged to rectify any shortcomings within six weeks. Until such time as the producer is able to prove that the shortcomings have been rectified and that they have sustainably improved their organisational processes, they will not receive any further orders. In financial year 2015/16, 12 per cent of non-food own-brand producers produced a deal breaker result.

e) In financial year 2015/16, 26 per cent of producers with a deal breaker result were unable to satisfactorily modify their organisational processes and were therefore temporarily blocked from receiving any further orders.

Societal Performance – Human Rights

G4 Indicators

Links within this report

External links

Comments

Societal Performance:

Human Rights

Management approach



Commitment to the employees

Sustainable procurement and assortment

UNGC – Human Rights

Annual Report 2015/16:

Employer-employee relationships

Anti-discrimination

Principles of fair working conditions

BSCI Code of conduct

 

Investment

G4-HR2

Employee training on human rights issues



Fair working conditions

 

 

Child Labor

G4-HR5

Operations and suppliers having significant risk for incidents of child labor, and measures taken



Fair working conditions

Sustainable procurement and assortment

 

a) + b) All non-food own-brand producers (Tier 1) in a risk country with a BSCI audit result of C, D, E, Zero Tolerance, Improvement Needed or Non-Compliant are subjected to a concrete audit regarding risks in the area of child labour. In financial year 2015/16, this was a total of 1,227 producers.

c) In financial year 2015/16, no child labour was identified among any of the audited producers. As a result of insufficient processes for the reliable avoidance of child labour, 16 producers were subjected to measures for reducing this risk, including support in adapting internal producer processes, BSCI training programmes and/or re-audits.

Furthermore, our producers are obliged to continually improve their audit results within the framework of the BSCI standard process. Producers whose audit results identified a need for improvement have twelve months to provide proof of those improvements through a follow-up audit. As of 1 January 2017, METRO Cash & Carry and Real will tighten the requirements for suppliers such that new producers will only be used if their audit results are at least acceptable. A two-year transitional period will apply to current producers.

Forced or Compulsory Labor

G4-HR6

Operations and suppliers having significant risk for incidents of forced or compulsory labor, and measures taken



Fair working conditions

Sustainable procurement and assortment

 

a) + b) All non-food own-brand producers (Tier 1) in a risk country with a BSCI audit result of C, D, E, Zero Tolerance, Improvement Needed or Non-Compliant are subjected to a concrete audit regarding risks in the area of forced labour. In financial year 2015/16, this was a total of 1,227 producers.

c) In financial year 2015/16, no forced labour was identified among any of the audited producers. As a result of insufficient processes for the reliable avoidance of forced labour, five producers were subjected to measures for reducing this risk, including support in adapting internal producer processes, BSCI training programmes and/or re-audits.

Furthermore, our producers are obliged to continually improve their audit results within the framework of the BSCI standard process. Producers whose audit results identified a need for improvement have twelve months to provide proof of those improvements through a follow-up audit. As of 1 January 2017, METRO Cash & Carry and Real will tighten the requirements for suppliers such that new producers will only be used if their audit results are at least acceptable. A two-year transitional period will apply to current producers.

Assessment

G4-HR9

Operations that have been subject to human rights reviews



Fair working conditions

 

 

Supplier Human Rights Assessment

G4-HR10

Percentage of new suppliers that were screened using human rights criteria

Sustainable procurement and assortment

 

It is not currently possible to specify a percentage, due to the fact that data for new suppliers are not collected separately. Such data collection is planned for the future.

Otherwise, all the suppliers of non-food own-brand products who produce goods (or have goods produced) in risk countries are obliged to name their respective producers and to present valid audits for all of them. It is only possible to carry out a new listing of suppliers if a valid BSCI audit (or equivalent) is presented with an acceptable result for the specific producer (see also the METRO GROUP internal policy).

G4-HR11

Significant human rights impacts in the supply chain



Sustainable procurement and assortment

 

a) All non-food own-brand producers used by us with a valid audit. At the reporting date of 30 September 2016, this was a total of 1,632 producers.

b) Of these, the number of producers with a deal breaker result. In financial year 2015/16, this was a total of 195 producers.

c) A deal breaker result encompasses the aspects of child labour, forced labour, occupational health and safety – especially fire safety – and ethical behaviour.

d) Within the framework of the deal breaker process, non-food own-brand producers with a deal breaker result are obliged to rectify any shortcomings within six weeks. Until such time as the producer is able to prove that the shortcomings have been rectified and that they have sustainably improved their organisational processes, they will not receive any further orders. In financial year 2015/16, 12 per cent of non-food own-brand producers produced a deal breaker result.

e) In financial year 2015/16, 26 per cent of producers with a deal breaker result were unable to satisfactorily modify their organisational processes and were therefore temporarily blocked from receiving any further orders.

Societal Performance – Society

G4 Indicators

Links within this report

External links

Comments

Societal Performance:

Society

Management approach

 

 

 

Anti-corruption

G4-SO3

Percentage of operations assessed for risks related to corruption and risks identified

 

Annual Report 2015/16:

Compliance risks

All operating companies and service companies at METRO GROUP (excluding minority shareholding companies) are assessed for risks related to compliance, including corruption.

METRO GROUP conducts compliance risk assessment workshops on an annual basis. During the workshops, various compliance risks – including corruption – are assessed in terms of loss potential and probability of occurrence within every entity. For the assessment, different risk scenarios have been provided. These include, for example, active or passive corruption involving different stakeholders, such as suppliers or public officials. The results of the risk assessment in the local entities are validated and consolidated at the corporate level as part of the corporate risk management process.

The business activities of METRO GROUP are subject to a wide range of statutory and self-imposed standards. Various legal requirements, as well as increased expectations among customers and the public that companies ensure compliance within their organisations, are resulting in more demanding requirements and greater complexity. In order to satisfy these requirements, METRO GROUP has established and continually developed a group-wide compliance management system. The aim is to systematically and permanently prevent regulatory violations within the organisation. METRO GROUP regularly identifies behavioural risks.

The main focus of our compliance management is on preventing corruption and antitrust risks. Corruption risks may exist in interactions with public institutions and officials, for example in the context of international expansion or approval procedures. They can also arise from business relations with suppliers and other business partners. In addition, the group-wide compliance management system also covers other relevant criminal and regulatory risks, data protection and risk areas concerning labour law, such as discrimination.

Taking into account the identified and assessed compliance risks, the necessary organisational structures are established within the framework of the compliance management system. The risks are steered and controlled consistently by the responsible departments within the existing structures.

In order to manage the identified compliance risks, METRO AG has introduced guidelines with a group-wide validity, including an antitrust manual, which provides, for example, work aids for supplier negotiations. It also includes sample formulations that are used for the purposes of antitrust-compliant communication with suppliers. In addition, METRO AG has introduced anti-corruption guidelines throughout the group, which include behavioural requirements for dealing with public institutions and officials on the one hand, and business partners on the other. The anti-corruption guidelines also require a compliance check for business partners in risk-related areas before entering into business relations.

G4-SO4

Communication and training on anti-corruption

UNGC – Anti-Corruption Measures

 

METRO GROUP has set up a training management and guidelines management process that is applicable for all operating companies and service companies (excluding minority shareholding companies) to facilitate compliance and the prevention of corruptive practices. Training management processes and guidelines management processes cover employees as well as governance body members and are applicable group-wide.

Target groups for anti-corruption policies and procedures are defined according to content and organisational relevance. Distribution is carried out either via the designated IT tool or via the cascading of information through management. For training activities, target groups are defined using a risk-based approach based, for example, on the risk profile of the function or the job position. Both managers and employees are part of this approach. For supervised workers and non-permanent employees (temporary staff and workers on fixed-term contracts), a risk-oriented selection is made. The training management ensures that participation in training programmes is adequately tracked. For policies and procedures, acknowledgement is tracked by the tool.

New employees have received communications regarding anti-corruption policies and procedures within financial year 2015/16. Moreover, ongoing communication regarding anti-corruption policies takes place through internal communication channels such as the intranet and the social network. As no update of the existing anti-corruption policies has taken place, no separate communications were initiated via the designated IT tool.

Based on the results of the current compliance annual reporting, in 84 per cent of the operating companies and service companies taking part, training on anti-corruption had been conducted with more than 90 per cent of employees and executives (including governance body members) within financial year 2015/16.

In 16 per cent of the targeted entities, training on anti-corruption was conducted with less than 90 per cent of employees and executives within financial year 2015/16. Measures to optimise the training rates in these entities have been already set up.

Based on risk, all business partners have to complete a compliance business partner questionnaire (BPQ) before concluding a contract with METRO GROUP for the first time. Renewal of the BPQ is requested at regular intervals. The BPQ is focused on compliance-related topics and aims at identifying any indication of non-compliance on the supplier side.

We do not externally report on regions or issue breakdowns by employee category.

Anti-competitive Behavior

G4-SO7

Legal actions for anti-competitive behavior, anti-trust, and monopoly practices

Annual Report 2015/16:

47. Remaining legal issues

Information on legal disputes, investigations and any other legal matters, and also on the potential risks or impacts for METRO GROUP, is contained in section 47. Other legal matters in the notes to the consolidated financial statements of METRO AG as of 30 September 2016.

Only those legal matters that are of significance to the asset, financial and earnings position of the group or METRO AG are included in the reporting. The materiality principle for reporting is based on Section 315 of the German Commercial Code (HGB) in conjunction with German Accounting Standard no. 20 (GAS 20) with regards to the consolidated financial statements of METRO AG and on Section 289 HGB in conjunction with GAS 20 with regards to the separate financial statements of METRO AG.

Supplier Assessment for Impacts on Society

G4-SO9

Percentage of new suppliers that were screened using criteria for impacts on society

Sustainable procurement and assortment

 

We consider non-compliance with social standards, particularly poor labour conditions, to be among the main actual and potential significant negative impacts on society. We help combat such circumstances with our efforts in the field of social standards within our non-food own-brand production (Level 1 factories). As a result, we make reference here to our response to G4-LA14.

G4-SO10

Negative impacts on society in the supply chain and actions taken



Sustainable procurement and assortment

 

We consider non-compliance with social standards, particularly poor labour conditions, to be among the main actual and potential significant negative impacts on society. We help combat such circumstances with our efforts in the field of social standards within our non-food own-brand production (Level 1 factories). As a result, we make reference here to our response to G4-LA15.

Societal Performance – Product Responsibility

G4 Indicators

Links within this report

External links

Comments

Societal Performance:

Product Responsibility

Management approach



Sustainable procurement and assortment

 

 

Product and Service Labeling

G4-PR5

Results of surveys measuring customer satisfaction



METRO Cash & Carry – Waste reduction

METRO Cash & Carry – Fish from sustainable fishery

 

In addition to contact through our sales force, we survey our customers on a regular basis as part of the METRO Cash & Carry Customer Satisfaction Pulse initiative, in order to assess their satisfaction with the performance of the company. Each quarter, 100 customers are surveyed at every store. This includes querying their satisfaction with the product range and product availability, prices, cleanliness, the checkout experiences and store employees. In addition, customers are asked about whether they feel respected and whether they would recommend METRO to others.

METRO Cash & Carry Germany also conducted a representative study among Horeca customers regarding the importance of sustainability issues in the food service industry. 500 people took part in the telephone survey conducted in June 2016. The survey found that 98 per cent of restaurateurs in Germany believed that it was very important or somewhat important that no food be wasted. This means that the issue of throwing away food is the top issue in the field of sustainability for the food service industry in Germany, ahead of saving energy (94 per cent), regionality (83 per cent) and animal welfare (also 83 per cent).

Every year, Real in Germany surveys approximately 25,000 of its own customers and approximately 5,800 customers of its competitors regarding their satisfaction. In recent years, satisfaction has been at 1.7 on a scale of 1 (highly satisfied) to 4 (highly dissatisfied).

In order to strengthen its contact with customers, in 2016 Media-Saturn established the Media Markt Club. In Germany alone, the club attracted more than 500,000 members in the first two months. Customers are also surveyed through the Media Markt Club, and customer satisfaction data are collected.

Customer opinions are also reflected in the results of our stakeholder survey. As a group of stakeholders, customers also had the opportunity here to assess the relevance of factors related to sustainability.