El
7
Where and how we operate (continued)
Our formats
Our stakeholders
Ahold Annual Report 2012
Ahold at a glance
Our strategy
Our performance
Governan
Investors
Supermarkets are the core of our business. However, we operate a range of other formats and continue to expand our online options to serve
the needs of different communities and to give customers more shopping alternatives.
Format
Geography
Store size
Offering
Supermarkets
Netherlands, Belgium,
Czech Republic, Slovakia,
United States
400-8,400 sq. m.
Full range of food and selected
non-food products. Emphasis on
fresh products
Convenience stores
Netherlands, Germany
40-200 sq. m.
Quick food solutions for on-the-go
customers
Compact hypers
Czech Republic, Slovakia
2,000-3,600 sq.m.
Full range of food and selected non-food
products. Emphasis on fresh products
Specialty stores
Netherlands
50-500 sq. m.
One chain offers health and beauty care
products; another offers wine and liquor
Online food delivery
Netherlands, United States
n/a
Full range of food and selected
non-food products
Online non-food delivery
Netherlands, Belgium
n/a
Wide non-food range
Pick-up points
Netherlands, United States
n/a
Full range of food and selected non-food
products. Customers order online for pick
up at designated locations
Gasoline stations
Czech Republic,
Slovakia, United States
10-350 sq. m.
Gasoline and, in some locations,
a small range of convenience products
As an international food retailer operating businesses that are
deeply rooted in their local communities, we have a wide range
of stakeholders who impact or are impacted by our businesses in
various ways. Our stakeholders include our customers, employees,
suppliers, the communities where we operate, governments, NGOs,
academic and research institutes, industry bodies, and our
shareholders. We engage with our stakeholders in order both
to gain insight into their expectations, and to share our progress
with them. This enables us to better meet their needs over time.
As an organization, we have identified five main stakeholder
groups, and the ways in which we engage with them:
Customers
We regularly ask our customers what they think of our stores,
assortment and service, including their perception of Ahold as
a healthy retailer. We receive feedback via third-party surveys,
proprietary tracking studies and consumer panels as well as
directly from customers in stores.
Employees
We have an open and honest company culture, and carry out
regular employee satisfaction surveys. In 2012, we carried out
employee satisfaction surveys in all our operating companies,
with nearly 140,000 employees around the world participating.
Suppliers
Our suppliers are very important to us, and with many we have
long-term relationships. We therefore held supplier events in both
Europe and the United States to discuss various important topics,
including company strategy, sustainability, supplier diversity,
and food safety, with them. We also work through the Albert Heijn
Foundation in Africa to improve the quality of life for our suppliers and
their communities, as well as to secure our long-term supply chain.
Communities
Our companies are committed to being active and participating
members of their communities. We do this through initiatives,
events and charitable contributions that help to improve the
communities and neighborhoods in which we operate.
Shareholders
We meet with investors on a regular basis, and work to broaden
the investment community's understanding of our company by
providing accurate and timely information on Ahold's performance
and prospects.
