PEILCC Annual Report 2021

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 2019-2020

Target 2020-2021

Actual 2020-2021

% of 2020-2021 Target

Target 2021-2022

Please Don’t Drink & Drive

Customers served Average customer transaction value

2,655,839

2,141,200

2,325,095

108.59% 2,500,000

$45.60

$44.63

$53.47

119.79%

$48.40

Actual 2019-2020

Target 2020-2021

Actual 2020-2021

% of 2020-2021 Target

Target 2021-2022

Litres

Beer

8,635,304

6,798,700

8,708,942

128.10% 8,700,000

Draught

1,091,719

877,900

856,768

97.59%

845,000

Spirits

800,522

670,800

832,886

124.16%

820,000

Wine (including BYO)

1,799,001

1,485,000

1,680,117

113.14% 1,670,000

Refreshments

999,302

650,000

1,692,451

260.38% 1,700,000

Total

13,325,848

10,482,400

13,771,164

131.37% 13,735,000

Performance Highlights

Packaged beer has increased by 73,638 litres over the previous year while draught beer has shown a decrease of 234,951 litres over last year driven primarily by the effects of COVID-19. This is consistent with national trends. The Refreshment category continues to be popular with volumes increasing by 693,149 litres over last year. The Spirit category had an increase of 32,364 litres from the previous year.

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PEILCC 2020-2021 Annual Report