| Customers |
- Meet customer needs by providing products and services
- Create trust in products and pharmacy practices
- Customer loyalty and retention
- Grow market share
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- Product range in store and online
- Service levels
- Price competitiveness
- Pharmacy and clinic services
- ClubCard benefits
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Clicks:
- 622 stores
- 473 pharmacies
- 45% of households live within 5 km of a Clicks store
- ClubCard active membership increased to 7.0 million (2016: 6.2 million) and accounts for over 77% of sales (2016: 77%)
- Clicks app launched in 2017
- Online shopping available in South Africa
- Market share gains in all categories
- Clicks independently rated by customers as first for price and value in health and beauty retailing
UPD:
- Five distribution centres in South Africa and one in Botswana
- Servicing over 2 000 corporate and independent pharmacies
- 96.1% order fulfilment to customers (2016: 96.0%)
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| Shareholders and lending institutions |
- Facilitate access to capital by attracting investors
- Facilitate attractive debt funding facilities from financial institutions
- Better informed investor community
- Balanced analysis of company
- Fair market rating relative to peers
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- Group strategy
- Current trading environment
- Trading and financial performance
- Store and pharmacy expansion plans
- Regulatory environment
- Capital management
- Prospects
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- Return on equity 44.1%
- Total shareholder return 25.2%
- Engagement issues addressed in annual and interim results presentations and webcasts, local and international investor roadshows, Integrated Report and annual financial statements.
- Met with 222 local and international funds and brokerages (2016: 219)
- Research coverage by 12 brokerages (2016: 11)
- 82.9% of shares traded (2016: 90.3%)
- International share ownership 66.1% (2016: 68.6%)
- Access to adequate group funding and trade finance facilities
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| Employees |
- Attract, motivate and retain talent
- Increase productivity
- Engender loyalty
- Accelerate transformation
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- Remuneration and benefits
- Performance management
- Personal development
- Career path planning
- Training and skills development
- Employee share ownership plan (ESOP)
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- Full-time staff turnover 15.9% (2016: 17.0%)
- Employment equity
- Black staff 91% of total staff (2016: 91%)
- Female staff 63% of total staff (2016: 62%)
- Training and skills development spend R125.8 million (2016: R95.7 million)
- 539 learners through Pharmacy Healthcare Academy (2016: 423)
- 64 pharmacy interns engaged (2016: 83)
- Fair and responsible remuneration for role performed based on external benchmarks
- 5 882 employees are shareholders through the broad-based ESOP
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| Government and industry regulators |
- Legislative and regulatory compliance
- Lobby for regulatory reform and fair legislation which will improve access to affordable medicines
- Best-practice governance standards
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- Pharmacy licences
- Registration of medicines
- Complementary and alternative medicines
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- Ongoing engagement with regulators
- Insight into regulatory framework
- Formal submissions made in response to draft regulations
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| Suppliers |
- Ensure stable supply of merchandise
- Quality standards maintained
- Understand market movement and new product launches that may change buying patterns
- Brand exclusivity
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- Quality and safety standards
- Product availability and exclusivity
- Product innovation, strength of brands
- Private label products
- Transformation and BBBEE scorecards
- Legislative compliance
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- Supplier infill levels
- Clicks 85.2% (2016: 83.8%)
- UPD 96.1% (2016: 96.0%)
- 72.8% (2016: 75.8%) spend on BBBEE empowered suppliers
- Consistent supply and maintenance of franchise agreements with The Body Shop International, GNC and Claire’s
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