Pret A Manger takes off again at Heathrow Terminal 5 with launch of its ninth store in UK airport
Pret A Manger yesterday opened its new flagship store in Terminal 5 at London Heathrow - its ninth at the UK’s busiest airport. This offers Pret’s usual menu of barista made drinks and freshly prepared food, including Super Plates and Protein Pots.
There are also mobile handheld tills to help team members serve customers more quickly in the arrivals area, along with seating for 104 people.
In a LinkedIn post, Luke Kan, Global Head of Shop Format & Design at Pret, said: “We are immensely proud of what we have achieved with our new shop at Heathrow Terminal 5 Arrival Hall, a truly unique opportunity to showcase the best of Pret A Manger to the millions of international passengers that will be travelling through Heathrow every year.
He added: “The site presented a complex design challenge: to create a flagship vision and tailored shop format that will welcome all Heathrow customer groups. Working in collaboration with Draw Creative and KAD Retail, we are really happy with the outcome and hope the design will play a part in helping those visiting the UK form their best impressions of the country with inspiring design, freshly made food and prepared drinks and incredible customer service. Big thank you to the amazing team who worked tirelessly to deliver this project.”
Pret Perks
New research reveals major retailers in the UK are losing out on huge revenue streams by not applying strategic investment to their customer loyalty programmes.
The Retail Loyalty Index (RLI), developed by HyperFinity, in partnership with Bloomreach and Eagle Eye, surveyed 2,200 UK customers of 51 major retailers to identify the UK’s top performing retail loyalty schemes and the revenue impact of customer loyalty.
The research covered nine sectors, including grocery, quick service retail (QSR), coffee, health and beauty, and fashion. Customers were asked to rate two loyalty programmes they actively use by answering questions about satisfaction, how likely they are to recommend the scheme and how it influences their decision to shop with the retailer over any other.
They were then asked questions around seven ‘core revenue drivers’ of customer loyalty. These included: how valued the programme makes them feel, personalisation, ease of use, the appeal of rewards and whether the retailer handles their data securely.
The index found there was a clear ‘power trio’ of revenue drivers, accounting for 53% of total influence on customer loyalty. These were: Better value (18.8% influence) - customers want clear financial returns; Feeling valued (18.5% influence ) - recognition matters as much as rewards; Appealing rewards (16.1% influence) - benefits must be desirable and relevant.
The findings were then analysed to generate an all-in-one revenue indicator score for retailers, coined as the ‘RLI score’. The score out of 10 incorporates customer satisfaction, likelihood to recommend, and influence on choice, as well as how highly each retailer scored for the core revenue drivers.
Overall, the analysis showed that a one point increase in RLI is associated with a 7-8% increase in the likelihood to shop again, therefore generating increased revenue for retailers.
Tesco Clubcard is the nation’s favourite loyalty programme - scoring highly across each of the ‘power trio’ of revenue drivers. Fans describe Clubcard as a “very generous programme with plenty of options to redeem” and as making shopping “extra affordable and easy.”
Customers scored Tesco Clubcard highly for emotional loyalty and frequency, with the highest ‘continue to shop’ score (9.16/10).
Leon Club ranked second in the UK, scoring highest for providing value to customers (8.03), how valued customers feel (8.28), and the personalisation of loyalty schemes (8.22). Despite a restructure of store estate following administration, Leon's loyalty programme is going from strength to strength.
The quick service restaurant scored highly in the index for personalisation and how valued customers feel. It also scored highly for satisfaction (8.05) and recommendation (8.28), indicating customers are happy to refer the programme to others. One customer surveyed in the poll commented: “It's quicker and cheaper to build up rewards compared to other schemes."
Also making the top ten were Pret Perks, Sainsbury’s Nectar, Itsu Rewards, Wickes Trade Pro, Gregg Rewards, JD Status, Sweaty Betty Insiders, and Hamleys Rewards Points.
