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60


John Lewis Partnership plc Annual Report and Accounts 2015


Waitrose performance


In 2014/15, we continued to build Modern Waitrose. We invested to improve customer experience and focussed on growing sustainably.


AGAINST THE BACKDROP OF A TOUGH MARKET WHERE PRICES ARE FALLING AND CUSTOMER SHOPPING PATTERNS ARE CHANGING, OUR STRATEGY OF INVESTING TO CREATE MODERN WAITROSE HAS SUPPORTED US IN INCREASING SALES, GROWING CUSTOMER TRANSACTIONS AND GAINING MARKET SHARE.


Mark Price Managing Director, Waitrose


in this section...


financial review customer review* sourcing review* communities review* environment review*


* 53 week data Highlights


a Volume growth as customer transactions rose by an average of 400,000 a week


a Online grocery sales up by 31.2%, average order value increased by 5%


a Top tier of the Business Benchmark on Farm Animal Welfare


a 19,000 people reached through our Tackling Isolation campaign


a Won the H&V News award for Collaboration of the Year for sustainable design at Chipping Sodbury


Challenges


a Operating profit held back by highly competitive, deflationary trading environment and investment strategy to ensure future strength of our business. This includes price matching, new shops, new technology, building our online presence and one-off items


a Continued need to manage issues which impact the sustainability of our supply chains


Mark Price Managing Director, Waitrose


Outlook


Our strategy to create Modern Waitrose is seeing us grow sales, win new customers and gain market share.


In the year ahead, as well as planning to open seven new core branches and seven convenience shops, we will continue to add attractive features to existing branches (such as outdoor seating at 70 shops). In addition, we will launch a new online kitchen offer and a very exciting new approach to customer promotions.


In 2015/16, we will also continue to improve how we measure and report the progress we make on key supply chain priorities.


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