2020 PERFORMANCE HIGHLIGHTS

Dynamic growth and transformation into a leading e-commerce company

100 mln

MONTHLY CUSTOMER TRAFFIC ONLINE AND OFFLINE
60 %

POPULATION COVERAGE BY 24-HOUR STOCK AVAILABILITY
34 %

MONTHLY CUSTOMER TRAFFIC ONLINE AND OFFLINE
7.8 mln

DOWNLOADS OF THE M.VIDEO AND ELDORADO CUSTOMER APPS AS OF THE END OF 2020
8.7 mln

TRANSACTIONS WITH DIGITALLY ASSISTED CONSULTATIONS

GMV (RUB BLN)

Total online sales (RUB BLN)

Mobile platform turnover (RUB BLN)

Group’s positions in the Russian CE market (RUB BLN)

Eхpansion of customer base and successful development of the OneRetail platform

42 %

OF THE GROUP’S ACTIVE IDENTIFIED CUSTOMERS ARE ONERETAIL CUSTOMERS—PEOPLE WHO MAKE PURCHASES THROUGH THE CUSTOMER APP, CONSULTANT APP OR WEBSITES
>50 %

OF THE GROUP’S STORES USE SALES CONSULTANT APPS TO IDENTIFY CUSTOMERS AND GIVE THEM PERSONALIZED SERVICE

Strong financial performance and value creation

RUB11.4 bln

IN DIVIDENDS PAID TO SHAREHOLDERS THROUGHOUT THE YEAR
≥100 %

OF THE GROUP’S NET PROFIT UNDER IAS 17 GOES TOWARDS DIVIDEND PAYMENTS UNDER THE NEW DIVIDEND POLICY

Active identified customers (mln)

Sales via customer app (RUB bln)

Sales via consultant app (RUB bln)

Revenues (RUB bln)

Adjusted EBITDA (RUB bln)

Adjusted net profit (RUB bln)

Net Promoter Score (NPS)

Focus on sustainable business development

>1,000 tons

OF HOUSEHOLD APPLIANCES AND
>1 mln

BATTERIES RECYCLED
31 %

ONE OF THE LOWEST EMPLOYEE TURNOVER RATES IN THE INDUSTRY
6

UN SUSTAINABLE DEVELOPMENT GOALS AT THE CORE OF THE GROUP’S NEW ESG STRATEGY

Employee turnover

The Group has one of the lowest levels of average employee turnover in the industry. In 2020, we maintained this at 30.5%,2 despite all the challenges and limitations of the pandemic.

Employee engagement

The Group is also a leader in terms of employee engagement, which stands at 80% versus the industry average of 68%.3

Effective response to the challenges of the COVID-19 pandemic

A highly efficient hybrid business model and a professional, engaged team have enabled the Group not only to overcome the challenges related to the COVID-19 pandemic but also to take its development to the next level. We have introduced the necessary safety rules, implemented measures to support employees and improve efficiency, and launched projects to develop the last mile and contactless shopping methods. We have also continued to roll out innovative solutions and services on the market using the OneRetail platform.

Caring for customers and employees

Health protection measures in retail stores and at all the Group’s facilities (including health monitoring, treatment of premises and use of markings in stores);
Staff not employed at stores were given the opportunity to move to other departments. Additional life insurance, health insurance, financial assistance and other measures were offered to employees who contracted the coronavirus.

Development of the last mile while retaining the advantages of the retail chain

New partnerships with X5 Retail Group and Russian Post, which significantly increased the number of pickup points for orders in Moscow and other regions;
Six operating modes at stores, including pickup points, mobile stores and dark stores;
Express order delivery by taxi.

Innovative solutions to develop online sales

Launch of an online video consultation service;
New 24/7 customer support channel via WhatsApp messenger;
Improved contact center efficiency amid increased numbers of calls.

Cost optimization

Universal savings mode and optimization of all operating expenses while fulfilling social obligations to employees;
Optimization of the investment program with a focus on the further development of online services and ways to improve the shopping experience;
Optimization of payments and terms for working with partners.

Health