PEILCC - 2019 Annual Report

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 2017-2018

Target 2018-2019

Actual 2018-2019

% of 2018-2019 Target

Target 2019-2020

Customers served Average customer transaction value

2,659,841

2,660,000

2,649,957

99.62%

2,665,000

$42.87

$43.23

$44.13

102.08%

$44.54

Actual 2017-2018

Target 2018-2019

Actual 2018-2019

% of 2018-2019 Target

Target 2019-2020

Litres

Beer

8,645,712

8,400,000

8,616,927

102.58% 8,744,701

Draught

1,095,320

1,015,000

1,125,585

110.90% 1,142,275

Spirits

786,427

789,500

789,166

99.96%

800,868

Wine (including BYO)

1,711,026

1,670,000

1,748,153

104.68% 1,774,076

Refreshments

562,304

536,000

694,704

129.61%

705,005

Total

12,800,789

12,410,500

12,974,535

104.63% 13,166,925

Performance Highlights

Packaged beer has decreased by 28,785 litres over the previous year. Draught beer has shown an increase of 30,265 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 132,400 litres over last year. The Spirit category has increased by 2,739 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 2018-2019 Annual Report