Carpetright plc is a floor coverings and beds retailer, trading from 597 stores organised and managed in two geographical segments. These are the "UK" and the “Rest of Europe” (comprising The Netherlands, Belgium and the Republic of Ireland).
Business objective and strategies
The Group's key business objective is to be a leading European floor coverings and beds retailer, offering a comprehensive range of products at great value, supported by excellent customer service, accessed through an integrated multi-channel proposition.
The primary financial objective of the Group is to deliver long-term sustainable growth in earnings per share and cash flow.
We aim to achieve this through the following strategies:
Revitalise the Carpetright brand
Broadening the appeal of the brand, while retaining its traditional customer base is at the heart of plans to revitalise the business. Revised point-of-sale advertising campaigns that are different to price-led themes used historically. Trial of new concepts in four stores beginning July 2015 to inspire customers to encourage experimentation. New store trial will test new identity and logo for Carpetright brand.
Value is an important part of our brand's heritage and will remain a key strategic pillar. Group-wide review of discount levels, clear and consistent approach for customers. Focus on range authority and customer service. Introduction of Interest Free Credit in December 2014. Now established 'Price Promise', where customers can be confident that we will price match on same product.
Unrivalled choice of floor coverings
Introducing competitive offers on premium, branded carpets. Repositioning our hard flooring selection in the UK and building on our extensive knowledge and success in continental Europe. Introduction of entirely new rug range. Development of a new carpet range in conjunction with 'House Beautiful Magazine'.
Providing an outstanding customer experience
"Do We Measure Up?", the new web-based customer service programme, across UK, initiative is driving service standards higher and helping to improve our customer ratings. Feedback tells us friendly, engaged and knowledgeable staff are key factors when customers make purchasing decisions. Investment in a complete systems upgrade at store level to ensure quick and efficient order processing.
The investment in an updated and more inspirational website, launched at the end of April 2015, that reflects the new brand messaging has been successful in driving more customers from the website into our stores. Inspirational, quirky and entertaining campaigns on Social Media that are topical and engage customers on all aspects of home design and improvement.
Managing the store portfolio
We are actively managing our store portfolio to reduce total square footage (but not necessarily store numbers) to eliminate store catchment overlap, improve quality of the estate by relocating to better sites and reduce property costs, this will ensure the retail base is better aligned with the needs of today's customers.
We aim to act responsibly towards all our stakeholders, including customers, suppliers, employees and the communities in which we operate.