Klikk Reports Revenue Growth As GO Backs Long-Term Investment In Customer Experience

KLIKK, GO plc’s electronics and hardware retail arm, has reported continued revenue growth as the company deepens its investment in service infrastructure, workforce capability and customer experience initiatives aimed at reshaping electronics retail in Malta.

Klikk has been positioning itself as a service-led electronics retailer, with its strategy centred on the Klikk Customer Promise, a service framework designed to address common pain points in electronics retail. The initiative includes same-day delivery across Malta, professional installation services through Klikk Install completely free of charge, and a 30-day no-questions-asked product exchange guarantee for faulty items.

The company said that while revenue expanded during the latest financial period, the business registered an operating loss reflecting deliberate investment in the rollout of its customer-focused service model, including the recently introduced Klikk Customer Promise.

According to figures shared by the company, Klikk generated revenue of €11.9 million during the period, representing year-on-year growth of 45.2%.

Operating costs also rose by 44.3% as the retailer increased spending on logistics, staff training, service operations and same-day delivery capabilities.

Management at GO described the results as consistent with a long-term strategy that prioritises customer experience and operational capability over short-term profitability.

“The numbers tell an important story, but they do not tell the whole story,” said Alison Mercieca, Chief Commercial Officer at GO plc.

“We are investing heavily in our people, our service infrastructure and in raising the standard of what customers in Malta should expect when they walk into an electronics store or shop online. The revenue growth we are seeing confirms that customers are responding positively.”

According to Gordon Zammit, General Manager at Klikk, the company is intentionally building long-term operational capability rather than focusing on short-term margin optimisation.

“We made a decision early on to invest in getting the fundamentals right. That means upskilling our team, hiring and training the right people, building the right processes, and standing behind every product we sell. Customers today expect more than a simple transaction. They want to know that the product will arrive when promised, that someone will answer if something goes wrong, and that they are dealing with a business they can trust. The revenue growth we are seeing suggests that this approach is resonating.”

Klikk became part of GO plc in November 2024 after the telecommunications group completed the acquisition of 100% of the shares in Klikk Finance plc, the parent company of Klikk Limited.

The deal had marked a strategic move by GO to expand beyond connectivity services into the retail distribution and support of consumer and business technology across Malta.

“The role of Klikk goes beyond retail,” adds Alison Mercieca. “It supports GO’s wider purpose of enabling a digital Malta where technology is accessible, supported and easy to use for everyone.”

“The synergy between GO and Klikk means that customers are not just buying a product, they are buying into an ecosystem of technology, support, tangible benefits through discounts and special offers across the companies, and service that extends far beyond the point of sale.”

Over the past year, Klikk has expanded its product range across consumer electronics, home appliances and hardware, while strengthening both its physical retail footprint and online sales platform.

“Our company’s approach reflects a broader shift in electronics retail globally, where differentiation increasingly depends not only on product range or price, but on service reliability, installation support and post-purchase assurance,” added Gordon Zammit.

According to the company, further investment is planned in logistics, installation services and customer support capabilities as the business continues to scale its service-led retail model and an operation through multiple retail outlets across Malta, which offers nationwide delivery through its online platform.