The customer journey

Design and Inspire

Through our innovative in-house design teams and with our buying expertise we remain at the forefront of home furnishing trends with each of our brands offering a distinct curated range. We inspire consumers to consider a purchase through memorable advertising, inspirational web content and the use of augmented reality technology. Sustainability is central to our product design, reflecting our commitment to responsible, ethical and innovative practices that meet our customers’ expectations.

Benefits for customers:

• Access to high-quality, well-known UK brands

• Experience new technology such as our 4D cinema sofas and our patented heated seats

Integrated retail model

The combination of our well-invested websites, national showroom networks and call centres which are staffed by well-trained and highly motivated sales teams provides a market-leading integrated retail experience to our customers. Collectively across all our brands, we have styles and price points that appeal to the majority of the market and we make our products more affordable through offering interest-free credit.

Benefits for customers:

• Inspirational web content and showroom settings

• Access to showrooms nationwide to carry out the all important "sit test"¹

• Complete their order online or in the showroom or build a basket in store and complete at home

1 88% of customers visit a showroom before buying.

Manufacturing

We are the largest sofa manufacturer in the UK. We produce around 20% of the Group’s sofa orders in our own British factories, resulting in shorter lead times and greater oversight on sustainability. We source the remainder from our trusted partners.

Benefits for customers:

• We’re able to offer short lead times to our customers

• Economies of scale benefits enabling us to offer customers great value for money

• Fantastic product quality

Innovative delivery options

The Sofa Delivery Company is our leading Group-wide supply chain platform. Our installation experts operate from customer distribution centres spread across the UK and Ireland using custom-built route-mapping technology to reduce lead times, lower emissions and optimise efficiency.

Benefits for customers:

• Market-leading technology ensures our customers stay informed from the point of sale right through to installation

• Our data driven approach and powerful dashboards enable us to drive performance across the network resulting in a great customer experience

Service

Occasionally things go wrong and, if they do, we have our own teams of upholsterers that are on hand to visit customers’ homes and address any after-sales issues.

Benefits for customers:

• After-sales issues addressed in customers’ homes by our highly trained service upholsterers