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Performance against our strategy

What we sell

Growing our core UK business

UK: Market share Clothing and footwear

Analysis: During the year we grew our value market share and held on volume, see Womenswear onwards for details of our clothing business.

Source: Kantar Worldpanel

Value market share
  • 2008/09 10.7%
  • 2007/08 11.0%
  • 2006/07 11.1%
Volume market share
  • 2008/09 11.2%
  • 2007/08 11.3%
  • 2006/07 10.7%

UK Market share Food

Analysis: Our market share is slightly down, reflecting the fact we were the only retailer to lower prices during what was an inflationary period. See Food for details on how we are working to further improve our Food business.

Source: Kantar Worldpanel

  • 2008/09 3.9%
  • 2007/08 4.3%
  • 2006/07 4.2%

Average weekly UK footfall

Analysis: Around half of UK stores have cameras fitted at the entrance to allow us to track customer visits. We calculate our average footfall by analysing the ratios between visits and sales in these stores and then applying it to stores without cameras.

Average weekly footfall

UK mystery shopping programme

Analysis: Mystery shoppers anonymously visit all of our UK stores once a month – twice for flagship stores – to evaluate the levels of service, scoring factors such as how staff welcome customers and the management of store environment. This year over 6,500 visits were conducted and we have seen a 5% increase in service scores.

Visits completed
6,500 average score 89%*

How we sell

Building our Multi-channel business

M&S Direct sales

Analysis: We continue to invest in our Direct business as part of our commitment to become a multi-channel retailer and remain firmly on track to reach our £500m target next year. See more in How we sell

* 52 weeks.

£413m* +27%

Percentage of our stores refurbished since 2005

Analysis: Since 2005 we have refurbished over 80% of our stores. This year we opened 30 new stores, adding approximately 3.2% of trading space. We continue to invest in our stores to ensure they offer a bright, contemporary shopping environment.

However, this year our capital expenditure has been focused on laying the foundations for future growth under Project 2020.


Where we sell

Expanding our International business

International revenue as proportion of Group revenue

Analysis: Expanding our International business is a key part of our future plan and in 2007/08 we set a target for it to account for 15-20% of Group revenues within five years. Our investment under Project 2020 will support this growth.

* 52 weeks.

10.2%* +0.3% pts

How we do business

Integrating Plan A across the business

Improve carbon efficiency tonnes CO2e per 1000 sq ft

Store, office, warehouse, business travel and logistics carbon dioxide emissions in tonnes CO2e per 1000 sq ft of salesfloor. Residual emissions will be offset in 2012.

Why carbon efficiency?
Improving carbon efficiency reduces green house emissions and costs.

* Recalculated in accordance with 2009 DEFRA/DECC carbon conversion factors and reporting guidelines.

Improve store energy efficiency kWh/sq ft

Store energy usage in kWh/sq ft of sales floor.

Why energy efficiency?
Improving energy efficiency reduces costs and helps to meets the requirements of new legislation effective from 2010.

† Gas usage included in this calculation has been adjusted using standard degree days to reflect the cold winter of 2009/10.

Send no operational waste to landfill tonnes

Waste sent to landfill from M&S stores, offices and warehouses in tonnes.

Why no waste to landfill?
Sending no waste to landfill will reduce costs in the longer term and help reduce carbon emissions.