Innovating for People

Innovation is a channel for developing new products and services that make people's lives easier. This concept is closely linked to Consum's values. We strive to improve year after year to meet the needs of all stakeholders, working with them to build together an added value that helps them move forward in a sustainable way. Accordingly, in 2024 the Cooperative invested 26.9 million euros in innovation. Some of the most notable projects started last year include:

Innovation in customer experience:

• Expansion of self-service checkouts
• Expansion of the removal of paper marketing leaflets
• Sending the marketing leaflet via whatsapp
• Digitalisation of product information
• Analysis of customer voice surveys
• Digitalisation of contracts and agreements

Innovation for the worker:

• Implementation of the new sap-erp
• Routing maps tracking tv software

ICT Observatory

With the aim of experimenting and applying new applications in real environments that can then be implemented in supermarkets and platforms with a greater guarantee of success, Consum relies on the ICT Observatory. It is a technological space divided into three zones. A reception area for visits and work on new developments together with suppliers. A second area that has the same equipment, services and conditions as a pilot store to be able to test new technology prior to its introduction in a real store. And a third zone, where ICT staff internally test computer applications and services such as store IP telephony before they are trialled.

Customer relations

To become familiar with customer purchasing and consumption habits, it is necessary to identify their needs and expectations in relation to the various different products in order to be able to improve them. In 2024, 51 group meetings, 32 accompanied shops and 311 interviews. In addition, 286,633 surveys were carried out with customers to gather feedback on their shopping experience and own brand products.

Thanks to the involvement and collaboration of partner-customers in the launch and reformulation of products, and the constant prioritising of health, sustainability and quality, in 2024 the following innovative own-brand products were put on sale:

• Launch of new household products
• Reformulation and market adaptation of 24 ready-made food products
• Revamp of image and expansion of savoury food items
• Revamp of image and expansion of sweet food products
• Revamped image and expansion of bath gel range
• Revamped image and expansion of the ice cream range
• With four new products
• Revamped image and expansion of the range of infusions

Continuous improvement

Consum has a Continuous Improvement Program that aims to enable supermarket and platform workers to make proposals for improvement, actively participating in internal innovation processes.

In 2024, a total of 11,744 improvement initiatives were submitted, of which 1,174 were approved and 936 implemented, with an investment of €702,488.60.