72% of the 78,00,000 loyal customers of Shoppers Stop Ltd aided the company to bounce back in Q4 FY 20-21 as per the annual report released by the company. The Average Transaction Value of the “First Citizen” Club members grew by 1% while personal shoppers, an initiative the company started many years ago paid off in a big way with a 2.6x increase in the Average Bill value of such customers.
Total turnover reduced by half to Rs. 2,142 Cr during FY 20-21 over the same period last year as also the EBITDA which declined 31%. The company operated 273 stores across 47 cities in India including 23 outlets at airports, 25 number of “Crossword” book stores, 11 outlets of home improvement format “Home Stop” and 127 Beauty stores incl. M.A.C, Estee Lauder, Clinique, among others while the company’s e-commerce division www.shoppersstop.com contributed 6% to it’s total turnover.
13% of the company’s revenue came from its Private Brands while the transaction size was Rs. 2,588, one of the highest in the Industry as per the company’s annual report. The company had 1.70 mn App downloads on Google Play Store and Apple App Store with 28 mn eyeballs in Q4 and a Sales growth of 188% over the same period last year. The Company employs 5,500 staff, offers 800+ Brands of which over 100 are exclusive to the department store chain.
Though the company commenced it’s e-commerce vertical way back in 2012, the company has continued its focus always on the in-store experience all these years which is not only superior among it’s domestic peers but is also at par with global department chains that operate across the Asian region and rest of the world. However, a deeper focus on omni-channel a few years ago could’ve made a lot of difference for the company during these times of crises, something that even global giants like Debenhams and Neiman Marcus missed out similarly and had to shut down due to the Covid-19 pandemic driven crisis.
The Annual report of Shoppers Stop can be accessed here.