Extending the life of our products
Decathlon gives its customers the opportunity to use its products as long as possible. The Passion brands create dedicated services to help customers repair their products themselves or provides solutions to get them repaired.
REPAIRABILITY, workshops at your service
With almost 1000 workshops throughout the world, and 20 regional workshops in Europe, repairing Passion brand products is at the heart of Decathlon’s strategies.
How important are workshops to Decathlon’s strategy?
Very! This is why we positioned our workshops at the entrance of every store, so that our customers and team mates are reassured when they see them. Customers know from the moment they walk in that their purchases can be maintained, upgraded or repaired. The workshops give our stores technical credibility, and give our customers a reason to return. The promise of our workshops for our customers is that they can continue their sporting practise during and after the warranty period. Security is key to Decathlon and therefore we play an important role. In people’s minds, they tend to think that workshops are only for repairing bikes, but in fact bicycle repair represents only 50% of our workload. We repair, maintain and upgrade all sorts of products for all sports.
What is the current trend in repairability?
The repair rate (the percentage of repairable products that are repaired, rather than exchanged. In 2015, 69% of repairable products were repaired) for Passion brand products has increased by 50% over the last 3 years. This translates into more satisfied customers and considerable savings for our passion brands of 9 million euros, which is passed onto the customers through cheaper prices.
Our 2015 statistics show that it is 3.6 times more profitable to repair a product than to throw it away, and better for the planet too.
Product repair rate in 2015
Customer Satisfaction for Workshop services
|Year||Average score (from 5)||Recommendation rate||Nb of customer reviews||% of negative reviews||Rate of customer satisfaction|
|2013||4.25||89 %||25,489||8 %||85 %|
|2014||4.26||88 %||31,312||9 %||87 %|
|2015||4.38||91 %||46,416||6 %||89 %|
The Collaborative Economy with the Trocathlon : sharing, exchanging, making savings
As Decathlon turns 40, it’s Trocathlon concept turns 30. Born in 1986, albeit initially as a way to get people to come back to the store more often, the second-hand concept is entering a new era, the era of the collaborative economy. In France, every year at least 21 billion euros are spent on sporting goods, and people are seeking new ways of getting more use from their products, and cheaper ways of getting what they need.
With the emergence of the collaborative economy, we are experiencing a trend in the rise in consumption of second-hand products. The principle of which is based on re-use, recycling and recuperation. 63% of French people say they are attracted to this new way of consumption, and 52% of French adults already sell to each other through peer-to-peer merchant sites.
In 2015, the Trocathlon concept innovated, adapting to the changing needs of our customers, with the launch of the trocathlon.fr website concept. Now customers in France can buy and sell second hand sports items on-line whilst benefitting from Decathlon’s guarantees. On-line, users can filter their searches by price, or search by sport. The experience is safe, and easy to use. Decathlon teams are on hand to advise customers in stores, not just across France, but also in other European countries too.