The Delhaize Group operates companies in seven countries on three continents: North America, Europe and Asia, but this analysis focuses exclusively on their U.S. operations. In the U.S., Delhaize is publicly traded with 1,295 stores under two banners: Food Lion (1,108 stores) and Hannaford (187 stores). The chain’s revenue in millions in 2014 was $17,700 and it employed approximately 96,676. Each Delhaize operated market carries an average of 35,500 SKUs, with an assortment of grocery items including fresh produce, flowers and gifts, and health and beauty products. Their stated purpose is to operate their customers’ preferred local supermarkets and work together to support that ambition.
Delhaize’s Good Jobs Score Overview
Delhaize’s Customer Score
The Good Jobs Customer component is comprised of ACSI, Consumer Reports, and Yelp scores (see Methodology for more details). Although not part of the Good Jobs Score, the following table provides additional data on customer satisfaction.
Food Lion Score Hannaford's Score Industry Score Experience Rating I 78% 81% 79% Forgiveness Rating II 50% 44% 47% Trust Rating III 64% 65% 68% Customer Service Rating IV 66% NA 65% Source: Temkin RatingsV
Find Food Lion at ... Find Hannaford at ... ConsumerAffairs.com PissedConsumer.com PissedConsumer.com CustomerServiceScoreboard.com
Delhaize’s Employee Score
The Good Jobs Employee component is comprised of Glassdoor and Indeed scores (see Methodology for more details). Although not part of the Good Jobs Score, the following charts provide additional data on employee satisfaction and level of unionization.
The above charts provide additional information as measured by Glassdoor.com. They serve to show Delhaize’s relative position to its peer-group and do not imply a causal relationship between the dimensions.
Delhaize’s Productivity Score
|Fiscal year end|
|Number of employees||107,237||104,613||108,053||98,716|
|Number of stores||1,650||1,553||1,514||1,361|
|Total store sqft² (m)||58.1||54.6||53.1||47.5|
|Average store size (sqft²)||35,223||35,175||35,070||34,911|
|Gross margin (%)||26.36%||25.49%||25.25%||27.24%|
|EBITDA margin (%)||6.62%||5.27%||5.91%||6.06%|
|Same-store sales growth (%)||0.70%||-0.80%||2.00%||4.40%|
|Source: 10-K filings with the S.E.C. and Delhaize Annual Reports|
Delhaize’s CEO Frans W. H. Muller
Because Delhaize is based in Europe it does not follow the same disclosure regulations as U.S.-based companies. Delhaize’s Remuneration Report only provides base salary and short-term incentives for Frans Muller. The fair value for option and stock awards is not disclosed. Additionally, figures are provided in Euro. For comparability, we converted EUR to USD at a rate of 1.12. Note however, that Frans Muller’s compensation is understated for this purpose since it doesn’t include the fair value of option and stock awards.
Delhaize’s Disclosure Details
The following data are based on SASB disclosure recommendations for the Human Capital dimension in the restaurant industry. They will be updated once SASB provides recommendations for the retail industry.
|Voluntary Turnover Rate||Not Reported|
|Involuntary Turnover Rate||Not Reported|
|Average Hourly Wage (by region)||Not Reported|
|% of Employees at Minimum Wage||Not Reported|
|Amount of legal/regulatory fines and settlements associated with labor law violations||Not Reported|
|Amount of tax credit received for hiring through enterprise zone programs |
(these State and Local government programs encourage companies to create jobs in specific geographic area targeted for economic revitalization)
Footnotes [ + ]
|I.||↑||Temkin’s Experience Rating is based on consumer feedback of their interactions with companies. It is the average of three component scores: Success (was the last interaction successful), Effort (ease of interaction with company), and Emotion (feeling during/after the interaction).|
|II.||↑||Temkin’s Forgiveness Rating is based on consumer feedback of their interactions with companies. It is the consumer’s response to whether they would forgive a company if it made a mistake.|
|III.||↑||Temkin’s Trust Rating is based on consumer feedback of their interactions with companies. It is the consumer’s response to which extent they trust a company to take care of their needs.|
|IV.||↑||Temkin’s Customer Service Rating is based on consumer feedback of their interactions with companies. It is the consumer’s rating of how satisfied they are with their recent customer service experience.|
|V.||↑||Temkin is a customer experience research and consulting firm that evaluates organizations based on feedback collected from consumers.|
|VI.||↑||Inventory Turnover has been calculated using FIFO COGS and Inventory. For companies that use the LIFO method, COGS and inventory have been adjusted to FIFO.|