PEILCC Annual Report 2020

Goal 2 Customer Service

Goal To understand the needs of our customers so that we can provide quality products and services that are delivered by knowledgeable, courteous employees in attractive and accessible facilities. Objectives 1. Enhance the shopping experience for PEILCC wholesale and retail customers. 2. Provide enhanced customer services. 3. Improve product portfolio.

Actual 2018-2019

Target 2019-2020

Actual 2019-2020

% of 2019-2020 Target

Target 2020-2021

Customers served Average customer transaction value

2,649,957

2,665,000

2,655,839

99.7%

2,141,200

$44.14

$44.54

$45.60

102.4%

$44.63

Actual 2018-2019

Target 2019-2020

Actual 2019-2020

% of 2019-2020 Target

Target 2020-2021

Litres

Beer

8,616,927

8,744,701

8,635,304

98.7%

6,798,700

Draught

1,125,584

1,142,275

1,091,719

95.6%

877,900

Spirits

789,166

800,868

800,522

100.0%

670,800

Wine (including BYO)

1,748,154

1,774,076

1,799,001

101.4%

1,485,000

Refreshments

694,704

705,005

999,302

141.7%

650,000

Total

12,974,534

13,166,925

13,325,848

101.2% 10,482,400

Performance Highlights

Packaged beer has increased by 18,377 litres over the previous year while draught beer has shown a decrease of 33,865 litres over last year driven primarily by the craft beer segment. This is consistent with both national and international trends. The Refreshment category continues to be popular with volumes increasing by 304,608 litres over last year. The Spirit category had a decrease of 11,356 litres from the previous year. Sales continue to trend toward more premium products which is evidenced by the increase in the value of the average customer transaction.

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PEILCC 2019-2020 Annual Report