$429 $m
Despite negative press about its #WaitroseReasons Twitter campaign and relationship with Shell, 2012 was a positive year as Waitrose achieved its highest–ever market share of 4.7 percent. Waitrose also received high customer satisfaction scores for the food retail category, according to ICS, and won multiple awards including Good Housekeeping’s “Favorite Supermarket” Award for the fifth year running. A multichannel offering was a main focus, as it received permission to deliver online orders within Central London. Waitrose TV, a food–only video channel, launched with the aim to drive sales by enabling consumers to buy ingredients as they watch cooking videos. Its website continues to succeed, with online sales growing by 50 percent according to the interim report. In 2012, Waitrose also reported the busiest Christmas and New Year trading period in its history as sales hit an all–time high. Award–winning service, innovation, and quality offering continue to underpin Waitrose’s success.