Pets at Home dominates the specialist pet supplies sector in the UK, with a nationwide network of 455 superstores offering a one-stop shop for pet-related products and services, including more than 330 Groom Rooms.
It also operates the UK’s largest small animal veterinary business with around 440 practices, the majority of which are within stores.
Former boss Peter Pritchard has been aiming to generate 50% of revenues through services by 2024 and, to this end, accelerated the rollout of a pet centre format from 2020.
Another key focus from 2020 is investment in offering customers “a seamless and digital journey” across products and services. The retailer has been working with longstanding tech partner Aptos to fully modernise its retail operations and customer engagement as part of its shift to digital, which has been accelerated as a result of the pandemic. See Technology strategy
Turnover has soared in recent years. Total sales reached £1.32bn in FY2021, of which £1.21bn was generated by retail operations (merchandise and non-veterinary services) and £108.4m came from its veterinary business.
Sky UK chief consumer officer Lyssa McGowan replaced Pritchard as CEO from 1 June 2022.
Innovation rating: 2.5