Fazer Cafés operates in Finland, where the café market grew in 2016, with new players entering the market.
Despite tightening competition, Fazer Cafés was able to increase comparable sales and improve its profitability remarkably, primarily due to a refreshed portfolio and improvements in efficiency. Profitable growth continues to be a key goal in 2017. Products and services are continuously developed based on consumer preferences, taking into account different rhythms of life.
Two new Fazer Café locations were opened, one in Vaasa and the other in the new Fazer Experience centre in Vantaa. Moreover, in July 2016, Fazer took its café concept to Pori for the SuomiAreena and Pori Jazz events. A pop-up café served visitors for one week, with a delicious offering in an inspiring atmosphere. The café also functioned as a meeting place for locals, holidaymakers and, particularly, the various interest groups attending SuomiAreena, bringing the classic Fazer Café atmosphere into the heart of Pori.
Committed employees provide superior service
In 2016, Fazer Cafés invested in improving service leadership and executed a SMILE service and sales training programme throughout the operative organisation. This strong focus on service quality has paid off: the development was good, and Fazer Cafés achieved its service quality targets. The cafés’ Net Promoter Score (NPS), which measures consumer satisfaction, was 57, indicating that customers are very pleased with their café experiences.
The strong focus on great service also means strong investment in employee well-being. This is supported by an annual well-being programme. Fazer Cafés also aims to decrease food waste by minimising production waste and donating over-production to charity. More detailed information about Fazer’s sustainability work can be found in the Group’s 2016 Corporate Responsibility Review.
“Fazer Cafés offers an authentic atmosphere. We are pleased with the excellent feedback from consumers, and the NPS improvement creates a strong foundation for future growth,” says Ulrika Romantschuk, Senior Vice President, Communications & Branding and responsible for the Fazer Cafés business.