Waitrose and John Lewis will work much more closely together, in store and online, bringing new inspiration and excitement to all of our customers.
We’ll make John Lewis more accessible locally in different formats, building on significant expansion in Click & Collect. We’ll soon have 1,000 locations - through shops and collection points - to buy or pick up our products to reflect changes in how people are shopping with us.
We’re investing in data analytics and loyalty plans across our brands to reward and develop deeper relationships with our customers. Substantial customer research is under way to inform our new value pledge, which will be announced next year. Never Knowingly Undersold remains in place until then.
Our ambition for Waitrose, which was recently voted Which? 2020 UK supermarket of the year, is to be customers’ first choice for food and drink when quality, ethics and service matter. More of our business will be online, delivered and digital.
John Lewis’ focus is on meeting the needs of families with a variety of products, services and celebrations all under one roof and online. As shopping habits continue to evolve, we’ll become a 60-70% online retailer by 2025, alongside our inspiring shops.
Both brands will also add more local assortments that reflect the diversity of our customers depending on where they live.