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Social responsibility
Action programs
Carrefour’s Performance
The Carrefour quality policy has been broadly deployed across the In 2015, the quality teams made a sustained effort to secure the future
Group. Internal inspections are conducted every year by Carrefour
of this approach and disseminate the five components of the Quality
teams to check understanding of all five components of the quality
policy. The workload was substantial due to Carrefour’s many
policy and the audit system used by Group countries.
supplier/sites (2,454 in 2015, of which 464 were new in 2014 and
2015), requiring a large number of Carrefour audits conducted by
100% of sites manufacturing Carrefour-brand products are either
independent laboratories (inspection/analysis plan: more than 5,000
certified under international standards (such as the International Food
analyses and more than 4,000 external panels in 2015).
Standard) or audited by Carrefour.
This collaboration between Carrefour and its suppliers requires a
For sites audited by Carrefour, inspections are performed either by an
long-term, trust-based relationship, as indicated by the high
external service provider (81% in 2015) or by Carrefour teams (19% in
proportion of suppliers who have been working with Carrefour for over
2015). Of the sites audited by Carrefour, only those suppliers who
two years (81% in 2015).
received a rating of B or higher (on a scale of A to D) are accepted,
specifically, 95% of suppliers audited in 2015.
% change
Number of suppliers/sites
2015
2014
between 2014 and 2015
TOTAL
2,454
2,481
(1)%
Scope: Private label suppliers from the European supplier listing centre.
% change
% of ratings obtained in audits
2015
2014
between 2014 and 2015
Between A and B-
95%
91%
4%
Dont A+
ND
75%
Between C and D
5%
9%
(4) %
Scope: Private label suppliers from the European supplier listing centre.
% change
Number of inspections performed
2015
2014
between 2014 and 2015
Analyses
52,601
53,647
(2)%
External panels
4,588
4,187
10%
Scope: Private label suppliers from the European supplier listing centre.
In France, a customer survey is conducted every year to confirm that
Key developments
the Carrefour quality policy is perceived positively by customers and The concept of an easy-to-understand label on foods to indicate their
evaluate the brand’s image. It is sent out to 16,000
customers each nutritional quality is very topical in France at the present time.
month, and the results are confidential. Carrefour set a goal of
Carrefour has been working on this since July
2013, when several
including the issue of CSR in this survey in order to intensify its
stakeholders, including government authorities, met at Carrefour’s
approach and better understand customers’ expectations and current
invitation to brainstorm the issue. The label indicates a variety of
perceptions in this area.
criteria (including calories, free sugars, fibre, and salt), which are
combined into a ranking based on a mathematical algorithm. Labelling
Finally, since there is no way to address quality without also addressing
is voluntary and will apply to industrial food products. In 2015, there
the lack of quality, in the event of non-compliance requiring a product
was much discussion among stakeholders about how the labels should
recall, the Group uses an international alert system known as
Alertnet
look to avoid stigmatising certain products on the transparency of the
to inform its stores as quickly as possible. The system is available
calculation and classification system.
online, with free, open access for suppliers.
To anticipate this issue, in addition to the detailed product information
For example, in France, in 2015, 675
products were withdrawn and
that has been provided for a number of years (including nutritional
129
recalls (four of them accompanied by a press release), were
information, the Guideline Daily Amounts (GDA) system and the
recorded. In case of alert, Carrefour withdraws products immediately;
phrase “Eat a varied, balanced diet and get regular exercise!”), in 2014
an inspection to ensure that the withdrawal is complete is conducted
Carrefour launched the “à quelle fréquence” (how often) programme.
within 24
hours, and quantity returns are made within three working
Developed in cooperation with food and public health experts, this
days after the withdrawal is announced.
nutritional information will be presented on Carrefour products to help
its customers make enlightened choices based on how often they
should be consumed as part of a balanced and varied diet.
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2015 REGISTRATION DOCUMENT