Marks and Spencer 2012 Annual Report Download - page 15

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11/1210/11
Analysis Last year we rebased our mystery shopping
scores to help us target even higher standards of customer
service. We have seen ongoing improvement and achieved
an average score of 82%, compared to 78% last year.
Analysis In light of increased growth in Multi-channel, we have reviewed our
space requirements for the future. We will continue to develop our space
selectively, but expect to invest £200m less in our UK retail estate over the
remaining two years of the plan. In the current year we expect space growth of
c.3%, reducing to c.2.5% in the following year, with further reduction thereafter.
2.7%
UK MYSTERY SHOPPING PROGRAMME ANNUAL SPACE GROWTH
Mystery shop monthly scores
82%
Average score
Become an international company
Analysis We are continuing to build M&S into a more internationally focused
business and are on track against our target of increasing international sales
by £300m to £500m by 2013/14.
£1.1bn
M&S INTERNATIONAL SALES
5.8% 10/11 (£1,007.3m)
09/10 (£968.7m)
08/09 (£897.8m)
11/12 £1,066.1m
10/11 £1,007.3m
09/10 £968.7m
08/09 £897.8m
Waste sent to landfill from M&S UK and Republic of Ireland operated stores,
offices and warehouses. Target of zero operational waste to landfill achieved
from February 2012.
Why no waste to landfill? Sending no waste to landfill makes more efficient
use of resources, helps to reduce greenhouse gas emissions and in the longer
term also reduces costs.
69,000 1,000 99% 0
SEND NO OPERATIONAL WASTE TO LANDFILL
(IN TONNES)
2008/09 2012 target2011/12 Improvement
UNDERLYING GROUP PROFIT BEFORE TAX
GROUP PROFIT BEFORE TAX
RETURN ON CAPITAL EMPLOYED
UNDERLYING EARNINGS PER SHARE
£658.0m 15.7% 34.9p 0.3%
10/11 (£780.6m)
09/10 (£702.7m)
08/09 (£706.2m)
10/11 (34.8p)
09/10 (33.0p)
08/09 (28.0p)
£705.9m 1.2%
2009/10 is stated on a 53 week basis
16.4% 0.3% pts
10/11 (£714.3m)
09/10 (£694.6m)
08/09 (£604.4m)
10/11 (16.7%)
09/10 (17.5%)
08/09 (16.8%)
Marks and Spencer Group plc Annual report and financial statements 2012 13
Overview Strategic review Financial review Governance Financial statements and other information
Strategic review
Chief Executive’s overview
Read more about our progress this year in our
How we do Business Report 2012 at
marksandspencer.com/hwdbreport2012