Annual Report and Accounts 2016


John Lewis Partnership plc


09


Keeping our customers happy


We continue to invest in activities which drive customer satisfaction and loyalty.


Growth in customers shopping across both our brands


+4.7% >6m


myWaitrose members with 70% of Waitrose sales to cardholders


Partnership card spend increase


+6.2% 1.8m


my John Lewis members, an increase of 32%


Distribution +44%


+96% IT


Efficient distribution


We continue to invest in our distribution and logistics network to meet customer demand across both Divisions.


Total capital expenditure % change 2011/12 to 2015/16


-34% Other


First National Distribution Centre Opened in summer 2015 in Milton


Keynes. It will handle the distribution of around 25,000 grocery and home products.


Page 36 >


New Dotcom Fulfilment Centre serving London


Opened in Coulsdon, South London.


It has increased Waitrose capacity for online deliveries in London by one-third and employs more than 450 Partners.


Page 38 >


Third Distribution Centre in Milton Keynes Work started on Magna Park 3.


The 638,000 sq ft warehouse will consolidate our DCs for larger products in Milton Keynes.


Construction of Magna Park 2 was


completed and will be fully operational in 2016. It will consolidate customer online orders, saving on packaging and delivery costs.


Page 39 >


Gross sales +4.4% 2015: +7.5% Kitchen drawer


my John Lewis card members can now electronically store all online orders, in-store receipts and guarantees for up to six years under My Account.


Around the world We currently have 21 shop-in-shops – seven in South Korea,


11 in the Philippines and three in Singapore. In November 2015, we announced plans to have a presence in Europe for the first time by partnering with The Netherlands’ leading department store, de Bijenkorf.


Growth in online sales 17%


Shops 46


New shops +3


Click & collect orders +11%


Birmingham welcomes John Lewis Fashion inspiration


John Lewis is the first UK retailer to trial a ‘Find Similar’ button on our customer app, giving


customers inspiration for other products that are similar in shape, colour, pattern and motif.


In September, we opened our biggest shop in four years. At 250,000 sq ft, the Birmingham store includes a range of innovations, such as our new fashion and lifestyle concept loved&found and our first ever


John Lewis-branded spa, &Beauty. Page 41 >


It’s Your Business


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