Loyalty program at Foxtrot: +1 million new customers and special purchase conditions for defenders

A sharp decrease in solvency and the outflow of customers, a decrease in demand and a continuous feeling of uncertainty – almost every Ukrainian business faced such problems with the beginning of a full-scale war. Worthily accepting such challenges, in the direction of interaction with buyers, the Foxtrot network took a course primarily to maintain the existing number of customers and attract new ones by strengthening personalized communication.

Thus, a significant decline in the registration of new buyers, by almost 50%, for obvious reasons, was observed during March-April 2022. However, the stage of gradual recovery and positive dynamics began already in May. And already at the end of the year, the number of loyalty program participants increased by 15% compared to peaceful February.


More than 97% of purchases are made with the FoxFan bonus card, and 72% make repeated purchases, which is similar to the indicators of the pre-war months.


– Understanding the significant changes in the life of every Ukrainian, we set ourselves the goal of remaining relevant and useful to our consumers. But, of course, taking into account their capabilities and primary needs. That is why we have kept the main privileges of the program, such as cashback on purchases, favorable personal price and product offers, – noted Andriy Prokopiv, head of Foxtrot's customer relations management service. – The effectiveness of personalized communication is on average 5 times higher than in the case of mass communication, therefore, within the FoxFan loyalty program, special attention is paid to the expansion of individual recommendations and personal offers for each buyer. This made it possible to retain the lion's share of regular customers, ensure higher loyalty and attract almost 1 million new ones. And also, as a sign of gratitude and support for our Heroes, we have introduced special purchase conditions for Ukrainian defenders and their family members.


The essence of this offer is to provide an additional 5% discount or 7% cashback from the purchase to your own FoxFan card for defenders and their relatives. The offer is valid on a permanent basis in Foxtrot retail stores, and this is currently 112 points of sale in 63 cities.