pdf - Giant Eagle

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TABLE OF
Contents
1
CEO Message
2
Our History
3
Who We Are
4
Safety
6
Ethics & Integrity
7
Inclusion & Diversity
8
Team Member Health & Wellbeing
CORPORATE SOCIAL
Responsibility Statement:
We want our customers to receive excellent
Building on our Founders’ legacy, we strive to
We want to improve people’s lives and
service and the best products available.
conduct our business with the highest ethical and
neighborhoods in the many communities we serve.
business standards every day and serve all of our
We want our shareholders to know that through
constituents to the very best of our abilities.
continued leadership, innovation and profitable
We want our Team Members to feel a deep
growth, we will ensure our future success.
sense of pride about the inclusive and rewarding
And, we want to be wise stewards and
place they work.
10
Service, Loyalty & Recognition
12
Commitment to Sustainability
16
Community: Hunger Relief
17
Community: Health & Wellness
18
Community:
Education & Community Enrichment
Mission Statement:
20
Customer Service
We are committed to doing business in socially
21
Team Member Care Fund
SUSTAINABILITY
and environmentally responsible ways that
are good for our Team Members, customers,
communities, shareholders and our planet.
protectors of our environment.
CEO Message
A MESSAGE FROM LAURA KARET,
CHIEF EXECUTIVE OFFICER
Together, we improve people’s everyday
In this report, we focus on what matters most
lives and well-being. Our Common Purpose
to us as a Company, as well as our collective
summarizes who we are and all that we do
achievements. I am very proud of what we
at Giant Eagle. It serves as a reminder of our
have accomplished as one team of more than
ongoing commitment and responsibility to
34,000 fantastic Team Members who work in
our Team Members, customers, communities,
our stores, retail support centers and offices,
shareholders and our environment.
including entering into Carmel, Indiana, a brand
Corporate Social Responsibility and
Sustainability are fundamental to Giant
new market, with the opening of a Market District
and a GetGo Cafe + Market in October 2015.
Eagle’s culture and Core Values. They are also
I hope you will enjoy reading about some of our
reflected in the daily commitments we make
most important Corporate Social Responsibility
to all of our constituencies to perform with
commitments, including Sustainability; Health
the highest ethical and business standards;
and Wellness, and Community Service.
provide customers with exceptional service
and products; attract and retain the very best
Team Members; provide meaningful community
support, and eliminate waste while operating in
At Giant Eagle, we want to continue to nourish
and improve lives, support our communities,
and protect our tomorrow.
a safe and sustainable manner.
1
OUR History
Hard work, big ideas and
In the meantime, two other families—Moravitz
smart risks—that’s how this family
and Weizenbaum—had been building their own
Company began four generations
ago, and how it still approaches
business today.
In the early 1900s, five entrepreneurs,
Benjamin Chait, Joseph Goldstein,
successful chain of grocery stores named
OK Grocery.
In 1931, those five families, who still own Giant
Eagle today, combined to form Giant Eagle.
In 1933, Eagle Grocery opened its first grocery
store near Pittsburgh.
Hyman Moravitz, Joseph Porter and Morris
What began 85 years ago is now one of
Weizenbaum were determined to find
the nation’s largest multi-format food, fuel
meaningful work and build a better life
and pharmacy retailers and distributors with
for their families and their communities.
$9.5 billion in annual sales and more than
Four of them immigrated to Pittsburgh
34,000 Team Members. Giant Eagle is ranked
from eastern Europe. Goldstein was
36 on Forbes magazine’s largest private
born in Pittsburgh.
corporations list.
The Chait, Goldstein and Porter families
Today, Giant Eagle operates more than
built a small grocery company called Eagle
420 locations, including independently
Grocery. This business grew steadily to 125
owned supermarkets and GetGo Cafe + Market
stores. In 1928, those three families sold
locations in western Pennsylvania, north central
Eagle Grocery to the Kroger Company.
Ohio, northern West Virginia and Maryland
and Indiana.
2
WHO WeAre
OUR COMMON PURPOSE:
Together, we improve people’s everyday lives and well-being.
OUR OPERATING STRATEGY:
Respect for Team Members leads to Operational Excellence,
which results in Positive Outcomes and Profitable Growth for
our Team Members, Customers, Communities and Shareholders.
3
Safety
The safety of our Team Members,
TEAM MEMBER SAFETY
CUSTOMER SAFETY
customers and business partners
Our Team Members are working smarter and
To help keep our customers safe, we use in-store
is our Company’s top priority.
safer every day by taking ownership of these
signage and proactive communications, such as
three important Safety Steps:
brochures to outline simple safety precautions,
including shopping cart safety for children. And,
At Giant Eagle, we believe that safety
is also everyone’s responsibility.
We continuously strive for a zeroincident safety environment with our
• Respecting the risk
• Seeing it and owning it
customers to their cars.
• Stepping up and speaking out to
address the safety issue
FOOD AND PRODUCT SAFETY
We always want to provide our customers
Team Members, customers, food,
pharmacy and fleet.
upon request, our Team Members will escort our
with the freshest food and best products.
We’ve also taken additional steps to create a
This commitment encompasses all areas of our
safer work environment and have reinforced
business from our stores and retail support
our safety messages with ongoing training and
centers to our transportation and vendors.
communications. We continue to hold safety and
We’ve instituted rigorous food safety standards
food safety coaching sessions in our stores and
in every area of our supply chain and follow
retail support centers. We’ve held more than one
strict processes for cleaning and sanitizing, as
million coaching sessions since we began the
well as temperature control. Additionally, our
safety prevention education program in 2012!
stores and retail support centers are audited
regularly to ensure food safety standards are
met on all fronts.
4
Our customers should feel confident that their
product from sale, places a Point-Of-Sale block
health is always top of mind at Giant Eagle!
on the item and alerts customers when there
are potential health risks. Giant Eagle offers an
PHARMACY SAFETY
alternative product when possible, and does
Our pharmacists and technicians participate
everything possible to improve the situation
in extensive and on-going pharmacy safety
for our customers.
training, and we take great pride in our
excellent safety record. Additionally, Enterprise
FLEET SAFETY
Pharmacy Systems, our computer software
Our drivers and mechanics are dedicated and
program, provides pharmacists with an
committed to safety in every facet of what
electronic system that helps to increase
they do. The team is comprised of experienced
accuracy and control, prevent errors and
professionals that use cutting-edge safety
organize customer information.
technology and instruction to keep the
safety of our customers, community
PRODUCT RECALLS
and the public at large the
Although we make every effort to provide the
top priority.
highest quality food and other merchandise,
sometimes products must be recalled for
health, safety or other reasons. When this
happens, Giant Eagle quickly removes the
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5
ETHICS
& Integrity
Being ethical simply means knowing the
difference between right and wrong and acting
accordingly. At Giant Eagle that includes
behaving kindly and promoting safety
and respect at all times.
Giant Eagle’s principles are based
To keep us on the right path, Giant Eagle
on ethics, integrity and always doing
maintains a formal Ethics and Compliance
the right thing. The way we conduct
Compliance Officer and an Ethics and
our business and treat one another—
our Team Members, customers,
communities, shareholders and
business partners—is essential
program, led by our Chief Ethics and
Compliance Committee. Our Code of Ethics
and Conduct explains our expectations, policies
and procedures regarding ethical and respectful
behavior. We also have a toll-free Ethics Action
Line, which allows Team Members to raise
questions anonymously and report concerns
to maintaining a culture based
about possible unethical behavior or situations.
on trust and respect.
We are all responsible for speaking up and
speaking out. If you don’t say no to unethical
behavior when you see it, you’re saying yes.
6
INCLUSION & Diversity
Giant Eagle respects all the ways
our Team Members, customers
and community members think,
see and behave due to their unique
backgrounds, race, gender, ethnicity,
religious affiliations, abilities,
gender identity or expression, sexual
orientation, age and other experiences.
Our inclusive culture of varied beliefs,
talents and skills provides unique
business advantages because by
thinking about and approaching issues
differently, we are often better poised
to solve complex challenges and serve
the many needs of our customers
and communities.
• Giant Eagle shows support for inclusion and
diversity by sponsoring business resource
groups such as the Young Professionals
Organization (YPO); the Women’s Business
Resource Group (WBRG); the Multicultural
Resource Group, and Giant Eagle PROUD
which is in support of the LGBT (Lesbian,
Gay, Bisexual, and Transgendered)
community at Giant Eagle.
• Two additional Giant Eagle business resource
groups have or will soon be formed to better
serve the needs of our diverse Team Members.
The first is the Disabilities Resource Group,
a group in support of our Team Members
with disabilities, and the second is the
Veterans Resource Group, supporting those
who have served our country. All six of these
business resource groups along with Giant
Eagle’s Inclusion & Diversity Committee are
tasked with continually looking for additional
opportunities to become a more inclusive
place to work and shop.
• In 2015, the Human Rights Campaign
Foundation placed Giant Eagle in the top
ten of grocery retailers as a Best Place to
Work for LGBT Equality, based on a national
benchmarking survey. Almost 1,000 businesses
were rated in this report, which looks at
company policies and practices, including
nondiscrimination workplace protections and
public engagement with the LGBT community,
among others.
• Additionally, Giant Eagle won the Corporate
Courage Award from New Avenues to
Independence in Cleveland, Ohio. We partner
with this organization to hire and support our
Team Members with disabilities. We also won
the Excellence in Inclusion Innovation Award
from the Northeast Ohio Regional Employment
Network, as well as the Creating Opportunity
Award from Opportunities for Ohioans
with Disabilities.
• Giant Eagle is also proud to support our female
Team Members who continue to be recognized
both nationally and regionally for their impact
not only on the retail grocery business, but
also in the communities where they live.
Some of our awardees include: more than 40
female Team Members selected by Progressive
Grocer as Top Women in Grocery since 2012;
five women selected for Convenience Store
News’ Top Women in Convenience since 2014;
multiple winners for Pennsylvania Diversity
Council’s Most Powerful and Influential Woman;
Ohio Diversity Council’s Glass Ceiling Award,
and the Pittsburgh Business Time’s Business
Women First Award.
• We continue to build partnerships with
other groups that support inclusion and
diversity in our communities, including:
ACHIEVA; Veterans Leadership Program of
Western Pennsylvania; Fund for Advancement
of Minorities through Education (FAME);
Blind and Vision Rehabilitation Services of
Pittsburgh; United Way’s 21 and Able; Roberto
Clemente Minority Business Association; St.
Martin de Porres School; Jewish Family, and
Children’s Services, among others.
7
TEAM MEMBER
Health & Wellbeing
Giant Eagle’s ongoing commitment to
Team Member health and wellness is
fulfilled through our Live Well mission.
Live Well, a comprehensive approach to
Team Member wellbeing, offers programs
offices. For the past five years, Giant Eagle has
also supported the Pittsburgh Business Group on
Giant Eagle’s Team Member Assistance
Health (PBGH) Flu Vaccine Program, offering PBGH Program, Life Resources, provides Team
members competitive vaccine rates
Members with confidential support, resources
and incomparable service. This ongoing support
for our Team Members and local companies
and organizations earned us the honor of being
designed specifically to address the issues
recognized by the PBGH for the 2015 Excellence in
that concern our Team Members the most,
Strategic Partnership for Employee Health Award.
such as preventive health care, fitness,
LIVE WELL CHALLENGES
nutrition, tobacco cessation, talent
Giant Eagle empowers Team Members to
development and financial resources.
pursue a healthy lifestyle through bi-annual,
FREE VACCINATIONS
All Giant Eagle Team Members continue to be
eligible for a free flu shot every year. Flu and
pneumonia vaccination clinics are available in
our retail support center locations and nearly all
Giant Eagle and Market District locations and
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LIFE RESOURCES
and information for personal and life-work
solutions, including legal, financial and
counseling services. These services are free for
Team Members and their families 24 hours a day,
seven days a week. In 2015 alone, Life Resources
has provided more than 8,500 services to
Team Members and their families.
Company-wide Live Well Challenges. These
challenges encourage Team Members to become
more active, choose healthier options and lose
weight through weekly educational messages
and prizes to keep participants motivated.
More than 3,500 Team Members took part
in the 2015 winter challenge!
The Live Well mission is about inspiring
Team Members to have a healthy balance in
all areas of their lives and connecting Team
Members with the necessary information,
support and resources to be the best
they can be physically, emotionally,
professionally, financially and socially
within our communities.
2015 TEAM MEMBER Health
• We offered FREE BIOMETRIC HEALTH
& Wellbeing HIGHLIGHTS:
• We continue to offer our Gym Perks program,
• Currently, 170 Team Members are active in
SCREENINGS for all Team Members with a
which includes deep discounts (15% to 60%
the Live Well with Diabetes program. More
robust incentive program for participants.
off) on more than 25 FITNESS FACILITIES
than 50% of the Team Members participating
More than 8,000 Team Members participated
across our operating areas with nearly
have SUCCESSFULLY LOWERED their blood
in the screenings.
75 INDIVIDUAL LOCATIONS. Onsite fitness
sugar, blood pressure and cholesterol.
• More than 70 TEAM MEMBERS have
completed a tobacco cessation course with
the average quit rate of more 50%.
• Hundreds of Team Members have participated in
personal nutrition coaching sessions and weight
management classes with a 15% INCREASE in
participation in the past 16 months.
• 300+ LIVE WELL ADVOCATES have been
facilities in Cleveland and Pittsburgh offer
Team Members in our offices and retail
support centers gym access and fitness
classes at a low rate.
• Hundreds of Team Members completed
a 10-week, web-based program that
counseled MORE THAN 2,000 TEAM
MEMBERS as a part of the new SOCRxATES®
program, which is designed to ensure that
Team Members are taking and refilling on
time their necessary medications.
focuses on reversing metabolic syndrome,
a combination of three or more unhealthy
biometric numbers. 66% of participants in
identified to champion the Live Well mission in
this program reversed their risk for metabolic
all of our locations, helping their fellow Team
syndrome, and participants lost an average of
Members participate in Live Well programs
• Specially-trained pharmacists have
13 POUNDS in 10 weeks.
and services.
9
SERVICE, LOYALTY
& Recognition
Giant Eagle acknowledges the incredible
The event’s most prestigious award which
Team Members with 40 years of service or
value of our Team Members’ service
represents the best of the best, the Founders
more. This tree is displayed in the lobby of our
Excellence Award in honor of Giant Eagle’s
corporate headquarters and includes names
five Founders, was most recently awarded to
and photos of many of our Team Members
a group of individuals that worked tirelessly
with 40 or more years of service. Team
to make huge strides in Giant Eagle’s
Members also receive a pin to commemorate
Sustainability initiatives. The whole Company
their induction.
and loyalty to Giant Eagle through a
variety of programs that highlight their
milestones and achievements.
In August each year, Giant Eagle recognizes
multiple retail locations and individuals for their
outstanding work in a multitude of categories
recognized their achievements with a special
celebration in all of our individual locations.
We recognize the tenure of all of our Team
Members by giving service gifts to our Team
at our Annual Awards ceremony. Some award
Team Members with 20 years of service or
Members with five or more years of service
categories include: Retail Operational Excellence;
more are publicly recognized at our annual
and a personalized letter as Team Members
Excellence in Sustainability; Young Professional
years of service luncheons in Pittsburgh and
reach their first anniversary with Giant Eagle.
Rising Star; Frieda G. Shapira Community Service,
Cleveland. At these luncheons, Team Members
and the Chairman Entrepreneurial Leadership &
are also inducted into our 40-Year Wall—
Innovation Awards, among others.
a permanent Giant Eagle family tree for
LOYALTY MATTERS
• Three Team Members have 50 OR MORE YEARS of service
• Nearly 450 TEAM MEMBERS have 40 or more years of service
10
• More than 1,750 TEAM MEMBERS have 30 or more years of service
• Almost 4,900 TEAM MEMBERS have already celebrated 20 years of service
• 10,000+ TEAM MEMBERS have been with Giant Eagle for more than 10 years
OUR COMMUNITIES
Giant Eagle, through our Women’s Business
Resource Group, was honored by United Way
of Allegheny County as a 2015 Good Neighbor
at the Fred Rogers Good Neighbor Day
Awards. This award recognizes organizations
and companies that uphold Fred Rogers’
philosophy of changing lives through acts of
kindness. Giant Eagle was honored with this
award for actively supporting United Way’s
volunteer initiatives.
TEAM
MEMBER
& Company
Recognition
Our Common Purpose inspires us
OUR ENVIRONMENT
OUR TEAM MEMBERS
Giant Eagle has received the EPA’s GreenChill
For more than three years, Giant Eagle
Advanced Refrigeration Environmental
has been selected as one of the Healthiest
Achievement Award for having the Best
Employers in both western Pennsylvania and
Partner Emission Rate. Giant Eagle has also
central Ohio in recognition of our commitment
had an EPA Green Power Partnership since
to our Team Member health and wellness, as
2006 and has grown to one of the largest retail
well as the quality, effectiveness and overall
purchasers of Green Power, purchasing more
participation of our corporate health and
than 21 million kWh annually.
wellness programs.
Additionally, Giant Eagle beat our grocery
In 2015, The Arc of Ohio honored Giant Eagle
competitors in the EPA’s ENERGY STAR 5th
for providing employment opportunities for our
Annual Battle of the Buildings, which is a
Team Members with developmental disabilities.
competition that recognizes buildings that
have achieved energy and water reductions
to continually improve the lives of
others. As a result, we are very proud
to have been recognized for the
®
over the calendar year.
of Western Pennsylvania
positive impact our Team Members
and Company have had on one
another, our customers, communities
and the environment.
11
COMMITMENT
TO Sustainability
PRODUCT
ENERGY
Protecting our environment today helps to ensure a healthier and
cleaner future for generations to come. At Giant Eagle, sustainability is a
strategic Company-wide priority. We all share the responsibility to step up,
work smart and make a positive difference. We continually encourage our
Team Members, customers and community members to make a personal
and professional commitment to sustainability by reducing, reusing and
recycling. By doing so, we’ll continue to reduce waste and protect
our planet.
Over the past five years, with Team Member and customer participation,
we’ve made great gains for the environment, particularly in the areas of:
ENERGY, WASTE, WATER and PRODUCT.
12
WATER
LEADERSHIP
WASTE
230 HOMES
electricity savings equivalent
from Diary Door retrofitting
45,000 TONS
of recycled cardboard,
paper, plastics and cans
SOLAR
ROOFING
LED
LIGHTING
ALTERNATIVE
FUEL
5 MILLION
meals donated to members
of our community
We’re using solar roofing (panels and skylights) technology at select Giant Eagle, Market
Every year, we recycle more than 45,000
District and GetGo locations in Carmel, Indiana, southwestern Pennsylvania and Ohio. The
tons of cardboard, paper, plastics and cans
Carmel Market District also includes solar-powered, geo-tracking skylights. Our new stores
and we’ve diverted 6,000 tons of food to
feature energy-efficient and cost-effective LED lighting, and we’ve retrofitted many of our
area food banks, which is the equivalent of
existing stores, as well as our canopy lighting, at GetGo locations. Our newest GetGo prototype
donating five million meals to community
is 100% LED lighting—inside and out, and we’ve also upgraded our OK Grocery Retail Support
members! Our customers and Team Members
Center with LED lighting. We’ve also optimized refrigeration and HVAC system performance to
have also collected and recycled nearly 600
improve energy efficiency. Our Columbus Giant Eagle locations, underwent a retrofitting on all
tons of plastic shopping bags.
of our dairy doors/cases. This project significantly reduced energy.
At our corporate headquarters alone in
We also continue to transition our delivery fleet vehicles to Compressed Natural Gas (CNG),
2015, we recycled 484,000 pounds of paper,
a cleaner fuel substitute that improves air quality through reduced emissions. We will soon have
cardboard, bottles and cans, which saved:
a total of 101 CNG vehicles—approximately 50% of our total distribution fleet. In addition to
4,122 trees, nearly 1.7 million gallons of water,
our public/private CNG station near Crafton, Pennsylvania, we’ve expanded our alternative fuel
1 million kilowatt hours of electricity and
efforts to include our first GetGo-branded CNG fueling station in Cranberry, Pennsylvania, and
reduced waste by 824 cubic yards.
two private CNG locations in northeastern Ohio, including our American Seaway Foods Retail
Support Center.
13
SUSTAINABLE
seafood fishing practices
RECYEmCptyLPlaEst!ic
Clean, Dry,
ging
Bags & Film Packa
We work with Sustainable Fisheries Partnership and other non-governmental organizations
to support sustainable seafood fishing practices. This year we moved up five spaces to #11 in
Greenpeace’s annual Seafood Sustainability Report. Greenpeace recognizes the top retailers
for their efforts in responsibly sourcing sustainable seafood.
MILLIONS
of gallons of water conserved
•
•
•
•
•
•
•
Plastic Shopping Bags
Plastic Produce Bags
Clear Shrink Wrap
Bread Bags
Plastic Newspaper Sleeves
Dry-cleaner Bags
Bubble Wrap
All Giant Eagle and Market District locations chain-wide have been retrofitted with water
conservation equipment. This equipment will continue to reduce water consumption by at least
5% across retail locations.
600 TONS
of recycled single use and retailer bags
We are also committed to: optimized packaging and reusable bags; fair trade; offering our customers
thousands of organic products, including locally sourced produce; healthier foods and nutrition
RECYCLING WORKS! Donate your plastic bags and wraps
at your area Giant Eagle or Market District locations to
help create sustainable decking and railing.
14
education, and food donations and hunger relief for the many communities we serve.
GROCERY STEWARDSHIP CERTIFICATION
INDUSTRY PARTNERSHIPS,
In 2014, we achieved a world-class
We are proud to participate in a new Grocery
CERTIFICATIONS AND ACCOLADES
refrigerant leak rate at 8.7%. The industry
Stewardship Certification (GSC) program,
We have established excellent partnerships
average is 25%. As of November 2015,
which will be rolled out Company-wide. GSC
with the U.S. Environmental Protection
engages our Team Members to help improve
Agency through following voluntary
and inform our customers and community
programs: ENERGY STAR®; GreenChill
members about our many sustainable practices.
Advanced Refrigeration Partnership;
The many benefits of GSC certification include:
Green Power Partnership, and SmartWay
operational sustainability improvements; waste
Transport Partnership.
10 of our locations have achieved U.S.
Green Building Council LEED® certification,
including: two Gold certifications; one
Silver certification, and two base-level
Certifications. Five additional stores are in
the process of earning LEED certification.
reduction; increased energy efficiency and
water conservation; increased customer and
brand loyalty; financial savings, and a cleaner
environment. As of November 2015, all of our
Columbus supermarkets have received GSC
certification with the goal of certifying all of
our retail locations by June 30, 2016.
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COMMUNITY:
Hunger Relief
Giant Eagle is committed to giving
Giant Eagle has consistently sponsored two
back to the many communities we
large food drives, including Fall FoodShare in
serve. Annually, we donate 5% of our
pre-tax profits to various charities
and non-profit organizations.
western Pennsylvania and Harvest for Hunger
in eastern Ohio. In 2014, we expanded this
programming and implemented a winter drive
in the Columbus area. In total, we contributed
more than 1.2 million dollars and thousands of
As a retailer based in the grocery business,
Giant Eagle also understands the impact of
hunger in our communities. Because of this,
hunger relief consistently ranks as a top priority
in our community efforts. Each year, Giant Eagle
works with area food banks to provide more
than six million meals to our neighbors in need.
In addition to working with food banks within
the Feeding America network, we are also
able to donate thousands of products to local
pantries, cupboards and shelters.
pounds of food!
Knowing the importance and value of all of
our products, Giant Eagle strives to reduce
waste and operate sustainably while benefiting
our communities. We will soon roll out a pilot
project with a new partner, 412 Food Rescue.
412 Food Rescue operates in real-time, allowing
Giant Eagle to donate products that typical
food banks and pantries cannot accommodate,
such as bread and bakery products. Some food
destined for discard can now be transported to
shelters for immediate consumption.
16
COMMUNITY:
Health & Wellness
Giant Eagle is committed to
American Cancer Society and Susan G. Komen
building stronger, healthier, and
for the Cure. Additionally, our dietitians and
happier communities for everyone.
In doing so, we focus on health and
wellness initiatives. Staying healthy
and fit is a very important goal.
Giant Eagle supports more than 150 community
health and wellness events across our
footprint. Partners include the American Heart
Association, American Diabetes Association,
pharmacists play a key role in these events by
attending and providing patrons with guidance
and healthy living tips.
Several of these events include fundraising
walks, runs, marathons and biking opportunities.
Not only do these events generate awareness
and funds for important causes, but they also
encourage our Team Members and communities
to live active lifestyles.
17
COMMUNITY:
Education & Community Enrichment
Giant Eagle believes that education
program has been offered at select locations
is key to our future. We support a
for more than 20 years.
number of programs that directly
With in-store customer donation campaigns,
improve education in communities and
Giant Eagle customers have helped us raise
help to make our students become
funds for area educational programs. Programs
better learners.
In 1987, Giant Eagle created Apples for the
Students. With each purchase made using
a Giant Eagle Advantage Card, designated
schools receive credits toward needed school
supplies and equipment. In 2015, we expanded
the program. Still based on purchases, schools
now receive direct funds allowing for greater
include The Education Partnership, which helps
students receive necessary school supplies, as
well as the Pittsburgh Promise, which provides
our City of Pittsburgh high school students
with scholarship money to attend colleges and
universities. Giant Eagle also supports area
organizations that encourage learning and
development at all ages. Examples include
children’s museums and science centers.
flexibility to meet their needs.
Giant Eagle also continues to offer the Be a
Smart Shopper! program. Children have the
ability to tour our stores and learn hands-on
about healthy living and nutrition. This free
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School Supplies for a Brighter Future
Giant Eagle knows that each
Giant Eagle partners with ADOPT-A-HIGHWAY,
individual community comes
area parks, conservatories and gardens, zoos,
with a unique set of offerings
and opportunities. As part of our
libraries, and arts and entertainment venues.
Prominent examples include the Pittsburgh
Cultural Trust, the Cleveland Metroparks Zoo
dedication to community enrichment,
and Columbus Oktoberfest. Our partners are
we strive to support our environment
as diverse as our customers and the many
and the many neighborhoods and
communities in which we operate.
communities we serve.
Giant Eagle also provides discounted
ticket offerings for some of the most beloved
attractions in our regions. Example venues
include Kennywood Park, Idlewild and Cedar
Point. Providing this opportunity is another
way for us to partner with our communities
and give back to our customers.
19
CUSTOMER Service
Great customer service means building
lifelong relationships with our customers
with every interaction. Whether through
a friendly greeting, brief conversation,
a genuine thank you, or exceeding our
customers’ expectations and going the
extra mile, our Team Members impact the
way our customers feel about their day
and their experience with our Company.
Customer service is at the heart of Our
Common Purpose: Together, we improve
people’s everyday lives and well-being.
2015 initiatives focused on creating great
customer experiences through our Retail
Team Member interactions. Empathy and
empowerment was a major theme, illustrated
through a video entitled Every Life has a Story,
which all Team Members viewed and discussed
with leadership. The video was followed by a
poster campaign that reminded Team Members
of the power of their actions towards others.
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In addition, we received more than 180,000
Voice of Customer survey responses and
educated the organization on how to use the
feedback to improve the customer experience.
The Voice of Customer survey asks customers
their satisfaction level with different aspects
of their retail experience, recognizes Team
Members providing exceptional service,
and alerts us to issues and opportunities.
Great customer experience is measured
through overall satisfaction, which asks how
satisfied customers are with their most recent
shopping trip, and includes a composite score of
store controlled measures, such as friendliness,
cleanliness, availability of products and
assistance, time through checkout and
cashier experience.
Additionally, we celebrated the first-ever
Customer Service Week October 4-10, 2015,
which focused on appreciating and recognizing
our loyal customers and Team Members who
provide great service every day.
Our current focus is to continue to improve
friendliness and engagement of customers
through new interactive “game” training and
additional empathy and service standard
videos for Pharmacy and GetGo locations.
Our Merchandising team works very hard to
provide excellent product assortment, availability
and a convenient shopping experience.
We will also be improving leadership of
service standards by introducing a regional
champion for support and expertise,
implementing a peer group sharing process
to improve underperforming locations and
hosting our first Customer Service Summit. The
Summit will educate our leaders and store-level
champions on proven practices for customer
service, leadership and executing great
customer experiences.
We’re always excited about better serving our
customers and our communities!
GIANT EAGLE’S
TEAM MEMBER
CARE FUND t
urns five!
In September 2010, Giant Eagle created the
utility bills and provide Giant Eagle gift cards
Team Member Care Fund (TMCF), a 501(c)(3)
for other essential items. The Team Member
non-profit corporation, which provides
Care Fund helped reduce her stressors,
assistance to Team Members in need, offering
aiding in her mental wellness during this
grants for unexpected crises. The Team Member
difficult time.
Care Fund has helped nearly 1,100 in five years.
Giant Eagle recently sponsored the first-
More than $1.8M has been given in grants
to provide support to these Team Members,
making a difference not only in their lives,
but also in the lives of their families.
Here’s one story showing how the Team Member
Care Fund makes a difference: A Team Member
was diagnosed with breast cancer, and as part
of her treatment, she had to undergo surgery
and a variety of chemotherapy and radiation
ever Team Member fundraising campaign
called 30 Reasons to Give. The month-long
campaign focused on improving Team
Care Fund is also funded by our generous
Team Members! This campaign increased
weekly giving by 60% with more than 4,200
TEAM MEMBERS now donating a total of
stay current on their bills for a few months with
One lucky Team Member, TaSeanna McIntosh,
Member Care Fund was able to pay their large
FIRE
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FUNERAL
92
MORTGAGE
180
RENT
637
UTILITIES
976
approximately $8,700 each week through
payroll deductions.
found themselves in a financial crisis. The Team
The Team Member Care Fund has helped our
Giant Eagle family in the past five years by
offering grants to pay for the expenses that
impact our lives the most.
Member donations because the Team Member
treatments. She and her husband managed to
savings and his income; however, they soon
HOW WE Help
Front End Team Member at #4075 Boardman,
Ohio, was our grand-prize winner in the
campaign and won a 2015 Ford Focus!
To donate, Team Members can sign up for a weekly
payroll deduction at any time or mail a check to:
Team Member Care Fund
701 Alpha Drive
Pittsburgh, PA 15238
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