Pets at Home dominates the specialist pet supplies sector in the UK, with a nationwide network of 450 superstores offering a one-stop shop for pet-related products and services, including more than 300 Groom Rooms.

It also operates the UK’s largest small animal veterinary business with around 440 practices, more than 300 of them within stores. 

Boss Peter Pritchard is aiming to generate 50% of revenues through services by 2024 and, to this end, is accelerating 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 our suite of products and services”. From the middle of the year, 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 coronavirus crisis. See Technology strategy

Turnover has soared in recent years, driven latterly by its rapidly growing veterinary services arm. Total sales reached £1.14bn in FY2020, of which £1.02bn was generated by retail operations (merchandise and non-veterinary services) and £123.2m came from its veterinary business.

Innovation rating: 3

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