Our annual review 2021 2022 - Specsavers

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Our annual review 2021 2022 - Specsavers
Our annual
review
2021 2022
Our annual review 2021 2022 - Specsavers
Contents
                                        To
                                        Our purpose                       4

                                        change
                                        Our growth                         6

                                        lives
                                        Our customers                     10

                                        through
                                        Our people                        22

                                        better
                                        Sustainably making a difference   32

                                        sight and
                                        Looking forward                   40

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                                        hearing
                                        Specsavers Executive Committee    42
Our annual review 2021 2022 - Specsavers
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                                                                                                                                 We do, of course, continue to operate
                                                                                                                                 in uncertain times. We know challenges lie
                                                                                                                                 ahead due to the ongoing impact of the
                                                                                                                                 pandemic, an increasingly tough competitor
                                                                                                                                 landscape, as well as fragile political and
                                                                                                                                 economic conditions. However, with the
                                                                                                                                 strong recovery of our business, we are able
                                                                                                                                 to refocus on the long term and the ambitions
                                                                                                                                 that guide our plans for the next five years:

                                                                                                                                 • Delivering outstanding value and being loved
                                                                                                                                   by every customer

                                                                                                                                 • Being the place we are all proud to belong
                                                                               As we reflect on recent times, the challenges
                                                                               of navigating through a Covid-19 environment      • Being the clear market leader in every region,
                                                                               naturally remain at the forefront of our minds.     caring for 60 million customers
                                                                               Although the pandemic meant that many             As ever, our final thoughts in this introduction
                                                                               eyecare services were withdrawn, reduced          are for those who make Specsavers what
                                                                               or restricted, our stores were able to remain     it is today: our 45,000 partners and colleagues
                                                                               open for those who needed us most. Ensuring       across the world.
                                                                               our services were available and accessible for
                                                                               urgent and essential eye health or hearing        Thank you to each and every one of you,
                                                                               needs alleviated pressure on hospitals at such    for your ongoing hard work, energy,
                                                                               a critical time, and helped essential workers     and passion.
                                                                               carry out their incredible work. We are beyond
                                                                                                                                 Thank you for inspiring us.
                                                                               grateful to all our partners and colleagues
                                                                               who worked on the front-line to care for our      And thank you for keeping our purpose
                                                                               customers safely - providing reassurance,         as alive today as it was 40 years ago.
                            It was about making quality, best-value            compassion, and clinical expertise.

    Our
                            eyecare accessible to everyone.
                                                                               Despite these difficult times, it has been
                            Taking those first steps, we had no plan           another truly outstanding year
                                                                               for Specsavers.

    purpose
                            to be the biggest, simply an aspiration
                            to be the best. This relentless focus has
                                                                               This review explains just some of the areas
                            enabled us to grow - opening new stores,
                                                                               where we are making a difference: enhancing
                            entering different markets, broadening our
                                                                               our offer to even more customers as we
                            services, and delighting more and more
                                                                               entered Canada as part of our growth              Doug Perkins
                            customers around the globe.
    We started              Nearly 40 years on, the Specsavers family
                                                                               ambition; launching innovative products,
                                                                               services, and systems to provide even greater
                                                                                                                                 Chairman and Founder

    Specsavers with one     is a little larger, with almost 2,500 businesses
                            across 11 countries. But our purpose remains
                                                                               value and choice to our customers; investing
                                                                               in the development, careers, and wellbeing
    goal in mind: to make   as true as in those early days: changing lives     of our people; reviewing our impact on the
                                                                               world around us to ensure we are
                            through better sight and hearing - today, for                                                        Dame Mary Perkins
    a real difference.      more than 41 million customers.                    sustainably making a difference.                  Founder

                                                                                                                                                                                    5
Our annual review 2021 2022 - Specsavers
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             Our
             growth                         the year
             Figures as at the end
             of February 2022
                                             in numbers
                                             510 million               22.1 million+
             £3.43 billion
                                             contact lenses sold       frames sold
revenue
Group

                                             40,800                    530,000
                                                                       hearing aids sold
                                             colleagues

             24.88%
on 2020/21

                                             41.4 million              4,700
Growth

                                             customers                 partners
                                             worldwide

                                             2 million                 1.4 million
             UK                 £1,886.7m
             ROI                £152.1m
             Netherlands        £158.3m                                customer feedback
                                             visitors to our website
             Sweden             £143.7m      every week                responses
             Norway             £98.2m
             Denmark            £159.1m
             Finland
             Spain
                                £42.9m
                                £6.3m        47,255                    2,464
Revenue by

             Australia          £684.4m      ophthalmic procedures     optical, audiology,
market

             New Zealand        £86.4m       performed via Newmedica   domiciliary, and
                                                                       Newmedica businesses
             Canada             £12.5m

                                                                                              7
Our annual review 2021 2022 - Specsavers
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    Our
                                                                          Finland 51    1984   Opened first store in UK

                                     Norway 83
                                                                                        1990   Entered Republic of Ireland

    businesses                                                                          1997   Entered Netherlands

                                                                                        2003   Launched ‘Should’ve gone to Specsavers’ strapline in UK
    UK 892 | 236 | 50 | 14                                                              2004   Acquired Blic optical group in Sweden / Expanded into audiology in UK
                                                                 Sweden 114             2005   Entered Norway / Acquired Louis Nielsen in Denmark
                                                                                        2006   Entered Spain
                       ROI 61 | 17                          Denmark 78                  2007   Entered Finland / Expanded into audiology in the Netherlands
                                                                                        2008   Entered Australia and New Zealand
                                                  Netherlands 142 | 135
             Spain 9
                                                                                        2010   Market leader: New Zealand
                                                                                        2011   Market leader: Australia

                                                                                        2013   Acquired UK domiciliary eyecare business Healthcall
                                                                                        2014   Market leader: Denmark, Norway and Sweden
                                                                                        2015   Market leader: Finland
                                                                                        2016   Expanded into enhanced optical services
                                                                                               Partnered with UK ophthalmology business Newmedica
                                                                                        2017   Expanded into audiology in Australia

                                                                                        2019   Expanded into audiology in New Zealand

                                                                                        2021   Entered Canada

                        Canada 17

                                                                                        Our story
                                                            Australia 359 | 133

                                                                                       so far
    Optical stores
                                      New Zealand 56 | 17
    Audiology stores
    Domiciliary partnerships
    Newmedica services

                                                                                                                                                                       9
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     Our
     customers
     Delivering                                                                                                                                           The Covid-19 pandemic prompted us to

     outstanding value,                                                                                                                                   accelerate some of our innovation activity
                                                                                                                                                          to support customers outside of the traditional

     being loved by                                                                                                                                       retail environment. For example, RemoteCare,
                                                                                                                                                          our free virtual consultation service, available

     every customer.                                                                                                                                      globally, enables our clinical experts
                                                                                                                                                          to be available by video call or over the
                                                                                                                                                          phone to provide essential health advice
                                                                                                                                                          for eyes and ears. We also improved our
                                                                                                                                                          online chat capability, giving customers quick
                                                                                                                                                          and easy access to answer their queries.

                                                                                                                                                          We also brought forward the roll-out
                                                                                                       online will ensure we continue to lead the way
                                                                                                                                                          of eCommerce services to all our regions,
                                                                                                       in delivering better health outcomes.
                                                                                                                                                          so that customers worldwide could purchase
                                                                                                       Our investment in this area has again              our products online. Launching Tele-optometry
                                                                                                       increased as we introduce more digital             (initially in Sweden) resulted in greater
                                                                                                       enhancement into the customer experience,          customer access to care in remote or hard
                                                                                                       regardless of how and when our customers           to recruit areas.
                                                                                                       choose to interact with us. Last year,
                                                                                                                                                          As lockdowns were lifted and our stores
                                                                                                       we improved many technological elements
                                                                                                                                                          experienced exceptional volumes, we enhanced
                                                                                                       of the customer journey, allowing us to move
                                                                                                                                                          our online appointment system so that
                                                                                                       faster, respond to consumer needs more
                                                                                                                                                          customers could easily view availability across
                                                                                                       effectively, and introduce new features quickly.
                                                                                                                                                          a number of stores in their local area, making
                                                                                                                                                          it even easier to book an eye or hearing test
                                                    Innovating the                                                                                        at their convenience. We also upgraded our
                                                    customer experience                                                                                   virtual try-on technology allowing customers
                                                                                                                                                          to try frames at home, reducing the amount
                                                    As customers increasingly look for simple,                                                            of physical contact with frames in store.
                                                    convenient, and accessible ways to experience
     We build trust and loyalty by providing        our services, it is important for us to offer                                                         A new digital platform across the UK and
     first-class clinical care, unbeatable value,   a flexible approach to meet ever-changing                                                             Republic of Ireland, gave customers the
     excellent choice, and unwavering quality       expectations. Seamlessly combining first-                                                             convenience and freedom to manage elements
     to our 41 million customers worldwide          class interactions in our stores with remote                                                          of their contact lens scheme online; reducing
     so that we really can change lives through     expertise delivered over the phone or virtually,                                                      their reliance on in-store visits or contact
     better sight and hearing, every single day.    as well as the ability to purchase our products                                                       centre interactions.

                                                                                                                                                                                                             11
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               Leading the way in clinical care, we became       We continue to invest heavily in the capabilities
               the first optometry chain in Norway to            required to grow Newmedica further, including
               offer optical coherence tomography (OCT)          our team, systems, and the brand itself. In the
               in all stores. The technology provides our        last 12 months, three new Newmedica surgical
               optometrists with detailed 3D scans of the        centres opened as ophthalmology joint
               retina, meaning they can detect certain           ventures, and we have plans for seven
               eye conditions up to four years earlier than      more in the year ahead.
               traditional imaging methods.
                                                                 We are hugely proud of the outstanding
                                                                 patient outcomes achieved by our teams:
               Enhancing our offer                               our posterior capture rupture rate (PCR)
                                                                 is 0.3% (well below the national average
               Exploring how we further diversify the services   of 1.1%) and 99% of patients say they would
               we offer across all our regions, providing        recommend us to their friends and family.
               a total care solution for customers, remains
               as important as ever to ensure our success        We are committed to reaching people who may
               as a multi-category business.                     not be able to access our services in the usual
                                                                 way. Our domiciliary business provides clinical
               Following our partnership five years ago with     care to those in the UK and Republic of Ireland
               Newmedica, a UK leading provider of NHS-          who are unable to visit our stores. With almost
               funded ophthalmology services, we were proud      170 new colleagues joining us, we expanded our
               to become sole owners in 2021. Newmedica          business and saw sales increase by almost 25%
               operates across 26 sites in England, offering     in the UK.
               services to NHS and private patients, covering
               the major adult sub-specialities of glaucoma,     To help ensure our ophthalmology provision
               cataract, medical retina, macular and             is accessible to all, we began forging links
               YAG lasers.                                       between our domiciliary and Newmedica
                                                                 businesses, starting with supporting post-
                                                                 cataract reviews for housebound customers.
                                                                 Looking ahead, we are excited to offer
                                                                 audiology services as part of our home visits
                                                                 and will launch the first pre-registration
                                                                 student programme in the domiciliary field.

                                                                 In Australia, it is estimated that 50%
                                                                 of Australians living with diabetes are not
                                                                 receiving regular eye health checks. This is
                                                                 despite diabetes being the leading cause of
                                                                 blindness in Australia and the fact that most
                                                                 vision loss is preventable through regular eye
                                                                 tests and early treatment. KeepSight
                                                                 is Australia’s solution. The initiative sees
                                                                 patients with diabetes receiving reminders
                                                                 from Diabetes Australia if they don’t return
An eye operation at Newmedica Eye Health Clinic                  for an eye test following a recall message
and Surgical Centre, Shrewsbury. © SAW Photography.              from Specsavers.

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                                                      400,000 registrations to the KeepSight               bring our concept to life for customers. While
                                                      patient database so far, registering more than       it underpins our core principles of value, style,
                                                      80% of the patients with diabetes that have          expertise, and care, we are always evolving
     Now is the time                                  appointments with us each week.                      to ensure it also maintains the very highest
                                                                                                           levels of awareness. We further developed
     to implement                                     Our strategic alliances with leading eye-
                                                      health organisations across Northern Europe
                                                                                                           our ‘Should’ve gone to Specsavers’ messaging
                                                                                                           to appeal to our ever-changing customer base
     change, such                                     (including the Finnish Federation of the Visually
                                                      Impaired and local Associations of the Blind
                                                                                                           as well as investing heavily in newer forms of
                                                                                                           media including data-driven, social, and digital.
     as fast-tracking                                 in Denmark, Norway, and Sweden) saw us
                                                      hosting public events and delivering webinars        Since announcing our exciting entry into
     technology, that                                 dedicated to highlighting the importance of          the Canadian market in March 2021, many
                                                      good eye health and raising awareness of             significant milestones have been met, and
     will help to secure                              various eye conditions such as glaucoma.             fantastic achievements realised, enabling                        Our store team in Woodgrove, Canada.

     long-term
                                                                                                           us to deliver our renowned care and value
                                                      We also commissioned the 2021 State of the
                                                                                                           to even more people.
                                                      UK’s Eye Health report looking at the impact
     sustainability                                   Covid-19 has had on the nation’s eye health.         At the start of 2022, we began running              With such huge success, plans are fully
                                                      During the pandemic, all services were initially     a series of engagement sessions to bring our
     of patient-                                      redirected, understandably, to care for              partnership model to life for Canadian optical
                                                                                                                                                               underway to open 200 more partner-owned
                                                                                                                                                               stores across the country by 2024 with

     centred care.                                    critically ill patients. As a result, NHS elective
                                                      eye appointments were cancelled. The report
                                                                                                           practitioners and experienced retailers. This
                                                                                                           kickstarted our recruitment with more than
                                                                                                                                                               ambitions to become the market leader,
                                                                                                                                                               an investment expected to create more than
                                                      reveals that there was a 4.3 million drop in         350 attendees registering their interest in         2,000 local jobs.
     Giles Edmonds                                    the number of eye tests conducted in 2020,           becoming a Specsavers partner.
     UK Optometry Director                            referrals to hospital eye services decreased                                                             But it’s not all about Canada, of course.
                                                      by 28% during March to December 2020, and            We now have 17 businesses in British Columbia,      This year, across our markets, we enhanced
                                                      almost 3,000 people are estimated to have lost       a combination of acquired and re-branded            our accessibility and availability for customers
                                                      their sight due to delayed identification and        Image Optometry outlets and our own, brand-         by opening over 90 new stores and expanding
     As a business, we were instrumental in           treatment of eye health conditions.                  new Specsavers stores.                              or relocating 100 others, providing more than
     establishing this process three years ago when                                                                                                            1,500 jobs. This is set to continue next year
     we committed to contribute A$1m annually         Thankfully, key groups from across the UK,           From the outset, Canadian customers loved our
                                                                                                                                                               to reflect strong demand and partner
     for five years. While data on improved health    including Specsavers, are working together           presence and offer as we pledged to make a
                                                                                                                                                               confidence, with plans for at least 100 new
     outcomes and prevented vision loss is not        to tackle the backlog of patients and reduce         real difference by changing lives. Our modern
                                                                                                                                                               optical and audiology businesses across our
     expected to emerge for another few years,        waiting times. Our business has invested £45         and inviting stores, all fully equipped with the
                                                                                                                                                               existing regions, all fitted out to the
     our optometrists have submitted more than        million to bring world-class optical                 latest optical technology, continue to trade
                                                                                                                                                               highest specification.
                                                      eye test technology, OCT, to our stores.             significantly above expected forecasts,
                                                      This technology, previously only available           growing by 67% on pre-rebrand levels and
                                                      in hospital ophthalmology departments,               regularly achieving record sales weeks.             Focus on frames
                                                      has transformed our evaluation of
                                                                                                           To help make Specsavers a household name            Offering our customers unbeatable choice
                                                      a customer’s overall eye health.
                                                                                                           across British Columbia, we launched                and value means we are continually investing
                                                                                                           a multi-million-dollar marketing campaign,          in frame design and development. This year
                                                                                                           That’s Specsavers Love, created specifically        was no different as we introduced exciting
                                                      Reaching more customers
                                                                                                           for the Canadian market. It was an instant          new ranges, trends and technology, selling
                                                      Our investment in the Specsavers brand over          hit, being seen and heard on media platforms        more than 22.1 million glasses worldwide
                                                      the last 40 years continues to successfully          across the province.                                - a 24% increase on 2020/21.

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Our annual review 2021 2022 - Specsavers
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                With an ever-increasing focus on waste              We boosted our fashion credentials through                                                           our eyes are having to work harder than ever.
                reduction and sustainability we introduced          a partnership with iconic luxury brand Liberty                                                       The global rollout of SuperReaders 1-2-3, which
                ReWear, our environmentally-conscious range         to create a unique eyewear collection. The 19                                                        takes traditional reading glasses to the next
                partially made from recycled, post-consumer         different styles combine Liberty’s signature                                                         level, was met with great success. The ‘1-2-3’
                plastic waste. This quickly proved popular          heritage-inspired designs with vibrant prints                                                        represents the different distances available,
                with our customers, selling more than 5,000         and launched exclusively to Specsavers                                                               with vision for one, two, and three metres
                frames per week. Following a successful trial       with huge global success, especially the four                                                        away, so are ideal for customers who need
                launch in Northern Europe, our new bio-acetate      children’s styles which saw sales outperform                                                         to regularly switch between close-up and
                collection called Luxe will be available globally   forecast by 63%.                                                                                     intermediate-distance tasks. Wide zones within
                as part of our commitment to increase our use                                                                                                            the lens provide clear and comfortable vision
                                                                    Another exclusive global eyewear launch was
                of bio-based raw materials. This will reduce                                                         Listening to feedback from our customers            at each distance, negating the need to keep
                                                                    the result of an exciting collaboration with
                our reliance on non-renewable resources and                                                          and in-store teams is an important part of our      a different pair of glasses perched on your
                                                                    Vivienne Westwood. The collection, which takes
                means frames will biodegrade more quickly                                                            approach to frame development. We regularly         nose, always swapping specs, or constantly
                                                                    inspiration from Westwood’s use of tartan,
                at the end of their economic life.                                                                   review and adjust our product mix to satisfy        moving your head to find the desired
                                                                    iconic orb design, and rococo details proved
                                                                                                                     consumer preferences and eyewear trends.            vision spot.
                Later this year, we’ll also be launching our new    an instant hit for customers, with the tartan
                ECO frame cases, designed to further minimise       sunglasses being particularly popular.           And, as part of a continued global focus            With growing demand in the contact lens
                our impact on the planet.                                                                            on ensuring our in-house collections are
                                                                    In addition to introducing new styles, we                                                            market, focus in this area continues
                                                                                                                     as prominent as possible and complement our         to be important for us, so we re-vamped our
                                                                    refreshed 30% of our existing ranges including
                                                                                                                     great selection of well-known designer brands,      trusted and exclusive easyvision range with
                                                                    best-selling brands Converse, Tommy Hilfiger,
                                                                                                                     we increased our own product volumes                a completely new look and feel. Our easyvision
An iconic tartan frame from                                         HUGO and MARC JACOBS, leading to double-
                                                                                                                     to account for 64% of our overall portfolio.        contact lenses are hugely popular with
our Vivienne Westwood collection.                                   digit volume growth.
                                                                                                                                                                         customers as they offer uncompromised
                                                                                                                                                                         comfort, using the very best technology and
                                                                                                                     Progress in lenses
                                                                                                                                                                         materials, at outstanding value. As a first for
                                                                                                                     Our ongoing commitment to enhance our               our newest market, we launched the design
                                                                                                                     global ophthalmic lens portfolio saw volume         in Canada initially with Europe, Australia,
                                                                                                                     growth across all our regions: varifocals grew      and New Zealand soon to follow.
                                                                                                                     by 11% in the UK alone and sales of high-index
                                                                                                                     (thinner, lighter lenses for those with strong      As the number of children with short-
                                                                                                                     optical prescriptions) increased by 21% globally.   sightedness increases, so does the scientific
                                                                                                                                                                         research into how progression of short-
                                                                                                                     During 2021/22, we refreshed our varifocal offer    sightedness might be slowed down. We are
                                                                                                                     by upgrading existing designs and introducing       keen to help our customers gain access
                                                                                                                     new, technologically advanced products              to the latest products as they come to market,
                                                                                                                     such as Intro-HD, available in a wide range         which is why we began to offer MiSight® 1 day
                                                                                                                     of materials at excellent value.                    contact lenses for children in more than 200
                                                                                                                                                                         stores in Australia. These lenses may help slow
                                                                                                                     Our Canadian market was the first to offer          down the progression of myopia, as well
                                                                                                                     SuperBoost to customers, a lens designed            as offering children all the benefits
                                                                                                                     to give wearers a boost to their vision             of wearing single-use disposable
                                                                                                                     by relieving visual fatigue.                        contact lenses.

                                                                                                                     For many of us, using digital screens               Having friendly, knowledgeable conversations
                                                                                                                     is a significant part of our daily life, meaning    with customers about their lifestyle

                                                                                                                                                                                                                           17
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     enables our store teams to make informed           thirds of our Australian stores and in more                 Designing world-class stores                          screens within window displays and elsewhere
     recommendations based on their specific            than half of our New Zealand stores.                                                                              in store to help with messaging to customers.
     requirements. Contact Lenses for Life was                                                                      As we operate in an ever-changing retail and
                                                        Delivering the audiology products and services              competitor landscape, we continually evolve           We care about how we make our customers
     introduced as a brand-new way of structuring
                                                        our customers need is essential. During the UK’s            our stores to ensure the very best environment        feel, and so we revolutionised the experience
     our product range with consumer needs
                                                        first national lockdown in response to Covid-19,            for our customers, partners, and colleagues.          of trialling contact lenses. Appreciating that
     at the heart. Helping even more customers
                                                        we led the way in innovative digital support                                                                      trying to fit contact lenses for the first time can
     to understand that not all contact lenses are
                                                        when we provided a remote fine-tuning                       Significant, ongoing investment in both design        be daunting, especially in an open, busy store
     the same and communicating the various
                                                        service. Our audiologists could stay in contact             and technology means we can accommodate               environment, we introduced all-new fixturing
     benefits and technological innovations, means
                                                        with customers and adjust their hearing aids,               rising customer volumes, increase efficiency,         to create designated and secluded areas,
     we can delight with products that are tailored
                                                        via a smartphone, without the need                          and ensure we are fully equipped to offer             giving customers space, comfort and privacy.
     to suit their individual needs.
                                                        to leave home.                                              world-class services and care. Last year,
                                                                                                                    as well as revamping the overall look and feel
                                                        We also agreed a quick repair service with                  across many of our stores globally, we made
                                                        our largest hearing aid supplier to reduce                  innovative improvements to our product                Enhancements across
                                                        turnaround times on both standard and                       displays and clinical environments.                   our supply chain
                                                        customised products, meaning our customers
                                                        are inconvenienced as little as possible.                   This not only involved a new approach to frame        Ensuring our supply chain advances in line with
                                                                                                                    merchandising in all our markets with the             our ever-growing business is vital in order
                                                        To enhance the Specsavers Advance product                                                                         to maintain the very best service to our
                                                                                                                    provision of state-of-the-art illuminated frame
                                                        portfolio, our own collection of digital                                                                          partners and customers.
                                                                                                                    display units, but also the roll-out of new digital
                                                        hearing aids made exclusively for us by well-
                                                        known hearing brands, we launched the new
                                                        Specsavers Advance 19 and 71 ranges, alongside
                                                        Phonak Audéo™ Paradise and Signia AX.                Our new store in Coquitlam, Canada.

                                                        Using the latest technology and great new
                                                        features to assist with hearing speech,
                                                        customers can also personalise their listening
                                                        experience using a smartphone, and stream
                                                        phone calls, TV programmes, and films straight
     Advancements in audiology                          to their hearing aids.
     Our audiology business, available in the UK,       We were also delighted to introduce Signia
     Republic of Ireland, Netherlands, Australia        Active and Active Pro hearing aids to our
     and New Zealand, enjoyed another successful        customers. A fashionable alternative to classic
     year as our customers benefited from the           hearing aids, these Signia products offer an
     highest-quality hearing care products and          award-winning earbud-style design without
     services. Dispensing more than 530,000             compromising functionality.
     hearing aids globally, represented a 63%
                                                        Offering sustainable solutions for our
     volume growth on 2020/21, and a 20%
                                                        customers is also critical. To reduce the reliance
     increase compared to pre-pandemic levels.
                                                        on single-use batteries, rechargeable hearing
     Fuelling this growth, we made audiology            aids are now provided to more than eight
     services available in a further 65 stores across   in every 10 customers when a rechargeable
     Australia and New Zealand, meaning customers       model is available in the range and
     can now access best-value hearing care in two      style requested.

                                                                                                                                                                                                                                19
20

                Each week, our 11 manufacturing and               our full portfolio to customers in Canada                                                         card to Sarah, our Optometry Partner
                distribution sites across the globe produce       meaning they can enjoy the value and variety                                                      at the Clarkson store in Western Australia.
                more than 450,000 lenses, glaze more than         that Specsavers offers – with an appropriate                                                      Her young daughter visited us for an eye
                250,000 pairs of glasses, and dispatch hundreds
                of thousands of contact lenses, ophthalmic
                                                                  product range and meeting local
                                                                  regulatory requirements.                          Positive and                                    test and to choose new glasses, but Sarah
                                                                                                                                                                    discovered optic nerve changes that required
                lenses, and frames to our stores all over
                the world.
                                                                  To support both global and regional growth,       friendly staff who                              urgent referral.

                Our sites grew their capacity by 25% last year
                                                                  we invested in the construction of a new,
                                                                  joint-venture manufacturing site in Zhuhai,       helped change                                   Thanks to Sarah’s clinical expertise and great
                                                                                                                                                                    care, the child received treatment for elevated
                through the introduction of new technologies,
                improved processes, and increased efficiencies,
                                                                  southern China. Century Optic is an impressive,
                                                                  purpose-built facility designed specifically
                                                                                                                    and customise                                   intracranial pressure. The customer was
                                                                                                                                                                    eternally grateful for our sight-saving, and
                enabling our partners and store teams
                to exceed customer expectations every day.
                                                                  to accommodate our manufacturing processes
                                                                  and equipment. The site totals 40,000m2
                                                                                                                    my lenses after the                             indeed lifesaving, care.

                Throughout the pandemic, our supply chain
                                                                  over six floors as well as an adjacent
                                                                  8,000m2 dormitory building, offering the
                                                                                                                    ones I initially tried
                teams worked tirelessly with our manufacturing
                and logistics partners to secure the continued
                                                                  extra production capacity needed to meet          didn’t suit my needs.
                                                                  increasing demands.
                transportation of goods and contingency
                of supplies. As global prices rose and supplies
                                                                                                                    The most important
                were constrained, we managed to maintain                                                            thing for her was
                stock levels and stabilised prices, ensuring
                continued service with minimal disruption         The value of feedback                             that I was happy.
                to our customers.
                                                                  Hearing directly from our customers               A customer at our Gulskogen
                A crucial focus for us last year was to secure    continues to be an invaluable part of our         store in Norway
                partnerships and establish supply routes          business. Over the past year, our global
                to serve our Canadian market. We can offer        customer feedback system provided us with
                                                                  1.4 million responses – all of which are used                                                     Or like hearing from Debora Krut, (above right),
                                                                  by our teams to improve every day. The scores     In recognition of our outstanding service,      who, as a busy university student, thought her
                                                                  we received were fantastic across our regions;    we received a multitude of awards last year.    sore neck, nausea, and vertigo were stress-
                                                                  for example, 93% of our Northern European         In Denmark, we were ranked number one           related but, when she also developed double
                                                                  customers said that their experience with         in insights agency Wilke’s Best Customer        vision, she called the hospital. Understandably,
                                                                  our colleagues was either good or excellent.      Experience category and named the Best Retail   the hospital couldn’t see her immediately,
                                                                                                                    Chain in the Netherlands in the Hearing         so she made an appointment at our Oxford
                                                                  In the UK, Republic of Ireland, and Spain,
                                                                                                                    Care Professional category for the fourth       store in the UK. Our optometrist, Ciara Ní
                                                                  we launched ‘Smiles’: a simplified service
                                                                                                                    time during the annual ABN AMRO Retailer        Chléirigh, spotted a swelling on Debora’s optic
                                                                  philosophy designed to focus on the key
                                                                                                                    of the Year Awards. Reader’s Digest magazine    nerve which is usually caused by a pressure
                                                                  impact we try to achieve with every customer.
                                                                                                                    crowned us as one of Australia and New          increase around the brain.
                                                                                                                    Zealand’s Most Trusted Brands for 2021 in
                                                                  Our smiles, along with our care, compassion,                                                      She referred Debora to hospital straight away
                                                                                                                    the highly competitive Optometrist category.
                                                                  and advice when helping customers with their                                                      where tests later that day confirmed she had
                                                                  eye health or hearing care, really do go a long   Although these accolades bring us great         a brain tumour. Debora had surgery to remove
                                                                  way and our store teams take pride in doing       pride, it is the human stories behind such      the tumour followed by proton beam therapy.
                                                                  what they do best with a smile. Since launch,     achievements that really inspire us to go       She is now telling everyone to make sure they
Century Optic, our new joint-venture
                                                                  90% of customers in the UK told us they left      the extra mile. For example, when a patient’s   get their eyes tested as it could also save
manufacturing site in Zhuhai, China.                              a Specsavers store with a smile on their face.    mother sent a heart-warming thank-you           their life.

                                                                                                                                                                                                                       21
22

     Our
     people

                                                                                                                       Focusing on diversity
                                                                                                                       and inclusion
                                                                                                                       Broadening and strengthening our approach
                                                                                                                       to diversity and inclusion involves working
                                                                                                                       to cultivate an environment that respects
                                                                                                                       and values difference, and where our people
                                                                                                                       feel they can be themselves at work.

                                                                                                                       Over the past 12 months, we have introduced
                                                                                                                       diversity and inclusion forums in all our regions
                                                                          Our membership,                              and supported the creation of four colleague
                                                                                                                       network groups:
                                                                          (of Diversity                                • PRISM for LGBTQIA+ colleagues globally
                                                                          in Retail), will help                        • MenoTalk – a menopause support group

                                                                          us to explore, grow,                         • Empowered Together – focused on ensuring

                                                                          and understand                                 we celebrate women in our business

                                                                                                                       • EmbRACE for black and ethnic minority
                        We wouldn’t be who we are today without           more about how                                 colleagues and their allies.
                        our people. We strive to ensure that
                        Specsavers is a place where everyone is proud     we can ensure our                            We also joined forces with Diversity in Retail
                        to belong: from those who work in our global                                                   in the UK, an organisation devoted to increasing
                        support offices and supply chain sites to our     culture embraces                             diversity and inclusion across the retail sector.

                                                                          the different views
                        optical, audiology and domiciliary partners                                                    Being a member of this community offers
                        and colleagues changing lives on a daily basis.                                                a unique opportunity for us to gain a broader

                        The passion and contribution of more than         and thinking of                              perspective, enhance our commitment
                                                                                                                       to diversity, and be as inclusive as possible.
     Being the place    45,000 colleagues and partners across the
                        globe make Specsavers a truly special place.      a diverse workforce.                         Our 2021 gender pay gap report highlighted
     we are all proud   We place much focus on helping everyone                                                        that the number of women in senior roles has
                        to feel valued, cared for, and supported          John Perkins                                 increased to 31% compared to 26% in 2019
     to belong.         in achieving their full potential.                Group CEO and Chief Sustainability Officer   within our UK support operation.

                                                                                                                                                                           23
24

     Caring about wellbeing                                Creating a great place to work                   Great Place to Work status was also accredited        receive from their RST is among the most
                                                                                                            to our ANZ region, with 84% of our store              important, valued, and effective service
     We are passionate about supporting our                Our partners, store teams and support office     and support office colleagues in Australia            of the business model.
     people to be the best they can be, helping them       colleagues across Northern Europe were invited   and 81% of those in New Zealand stating that
     to maintain positive mental and physical health.      to take part in a Great Place to Work® (GPTW)    Specsavers is a great place to work.                  Working with internal colleagues and external
                                                           survey for the fourth time. Each year, GPTW                                                            suppliers, we provide a blend of learning
     Through our wellbeing offer, our colleagues           conducts employee surveys for more                                                                     interventions via virtual workshops,
     have access to a wide range of services               than 10,000 workplaces globally, all aiming                                                            online content, podcasts, and videos
     including:                                                                                             Nurturing our partnership                             to support our partners with their personal
                                                           to be awarded the well-known accreditation.
                                                                                                            Our success is undoubtedly down to the                development, the engagement of their teams
     • WeCare, an employee assistance programme            We had incredible success as Specsavers was
                                                                                                            strength of our partnership. Providing                and the growth of their businesses. Last year,
                                                           crowned Sweden’s Best Workplace for 2022                                                               we launched our re-vamped partner induction
     • Mental health services via medical insurance                                                         exceptional support to our partners enables
                                                           in the large companies’ category:                                                                      in the UK which involves attending virtual
                                                                                                            them to focus on what they do best
     • A fully trained group of mental health              an achievement made particularly impressive                                                            sessions to help build their business knowledge
                                                                                                            – changing lives by inspiring their teams
       first aiders                                        considering we were in ninth place in 2021.                                                            and support networks, with more than 120
                                                                                                            and caring for our customers.
                                                           We were also delighted that Louis Nielsen,                                                             partners from optics, audiology
     • Online GP advice available at any time              our Danish business, was ranked as the           Across each of our regions, our Retail Support        and domiciliary taking part.
       and from anywhere.                                  second-best workplace in Denmark and proud       Teams (RST) are at the vanguard of helping
                                                           to be titled as Europe’s 11th best place                                                               We continued to recognise and engage aspiring
                                                                                                            our partners put in place plans to develop their
     Our regional teams also run regular wellbeing                                                                                                                partners through Specsavers Pathway,
                                                           to work overall.                                 businesses. We have continued to invest heavily
     events locally such as a ‘The Way We Feel’ week                                                                                                              our in-house development programme which
                                                                                                            in this critical area, with specialisms in HR,
     in Australia and quarterly wellness sessions                                                                                                                 supports our internal pipeline across every
                                                                                                            change management, audiology, contact lenses,
     across our manufacturing and distribution                                                                                                                    region. Last year resulted in 255 Pathway
                                                                                                            customer service, and clinical advancement
     sites. The focus here, and indeed for all our                                                                                                                graduates globally. Each region’s ‘Green Room’
                                                                                                            to support every partner and enable the
     wellness activities, is on a holistic approach:                                                                                                              enables us to provide ongoing training and
                                                                                                            sharing of ideas and best practice across
     understanding that wellbeing is not only                                                                                                                     support to approved partners, ensuring they
                                                                                                            all stores. Our results, particularly from a recent
     concerned with mental or physical health but
     can also relate to financial and social influences.   Being recognised                                 survey in Australia and New Zealand, indicate
                                                                                                            how well this is working with the majority
                                                                                                                                                                  are ready for formal appointment into the
                                                                                                                                                                  partnership when opportunities

     Following its success in our Northern European        as a Great Place to                              of partners stating that the support they
                                                                                                                                                                  become available.

                                                                                                                                                                  Engaging and developing our partners ensures
     region, we launched Headspace, a mindfulness
     and meditation app, for all partners and              Work® is testament                                                                                     they are equipped to lead thriving, sustainable

                                                           to the positive
     colleagues globally. We saw almost 5,000                                                                                                                     businesses, whatever the future brings.
     registrations in the first month and we’re                                                                                                                   Following its huge success in Australia and New
     offering interactive webinars in partnership
     with Headspace to help colleagues
                                                           environment we                                                                                         Zealand, we launched Specsavers 7, our highly
                                                                                                                                                                  regarded leadership development programme
     maintain their wellbeing.                             consistently strive                                                                                    for partners, across Northern Europe.
                                                                                                                                                                  The programme brings together proven
     We also created the new role of Wellbeing
     and Inclusion Leads, responsible for our global
                                                           for at Specsavers                                                                                      characteristics of high-performing business
                                                                                                                                                                  leaders with unique elements of Specsavers’
     approach. Working with colleagues across              across Australia                                                                                       partnership model. The result is a focus on,
     the business, including those in our network                                                                                                                 and support in, seven skills that we believe all
     groups, to ensure we continue to focus                and New Zealand.                                                                                       Specsavers leaders need to demonstrate
     on wellbeing in the right way and fully                                                                                                                      in order to be world-class at what they do.
     embrace our ambition to create a more                 Paul Bott                                                                                              We also started plans to bring Specsavers 7
     diverse and inclusive environment for all.            Managing Director (ANZ)                                                                                to all UK partners during 2022.

                                                                                                                                                                                                                     25
26

     Annual seminars have always been                  development, providing a safe space to learn,       Opposite page: ANZ partners celebrating
                                                                                                           at an end-of-year event.
     an important part of the Specsavers calendar      fail, stretch and prosper. Creating and investing
     when partners and support teams come              in opportunities for everyone to realise their      This page: Partners in Norway at the annual seminar.
     together to celebrate achievements and look       full potential while feeling valued and inspired
     ahead to future business plans. The pandemic      will ensure we attract and retain the best
     obviously meant that face-to-face events were     people to meet the needs of our business
     put on hold as we faced an uncertain period       today, and in the future.
     with continuously changing restrictions.
                                                       We offer a huge variety of career paths
     Despite this, we found new ways to keep           at Specsavers: whether you’re an optical
     everyone in the partnership connected,            assistant in store, leading a team of warehouse
     designed to respond to the needs of each          operatives, working as part of our innovative,
     region; seminars moved online, we introduced      digital technology function, or travelling
     virtual breakfast sessions, and regular           around the country in a field-based role.
     entertainment events were broadcast digitally.    We are committed to ensuring that extensive
                                                       and fulfilling careers are accessible for all.
     With the lifting of restrictions across many
     of our regions in early 2022, we recommenced      We introduced monthly ‘See your career
     in-person communication meetings and              at Specsavers’ features in the UK, highlighting
     seminars. These gave our partners and support     the many individuals from across our support
     office colleagues the chance to reconnect after   offices and manufacturing and distribution
     almost two years, sharing their passion and       sites who wanted to share stories about their
     Specsavers stories face-to-face once again.       career journey with us so far. Not only
                                                       do these showcase the diversity of careers
                                                       on offer, but they also shine a light on the
     Supporting and developing
                                                       learning and development opportunities
     our teams                                         available to help every partner and
                                                       colleague be the best they can be. This often
     To continue being recognised as a great place
                                                       involves embracing opportunities outside
     to work and achieve our long-term goals,
                                                       of their specialism or exciting
     our focus must be on our people and their
                                                       geographical secondments.

                                                       In Australia, we held a careers information
                                                       week for our support office colleagues.
                                                       A series of interactive virtual sessions provided
                                                       teams with the options, skills, and confidence
                                                       to proactively plan their internal
                                                       career progression.

                                                       In the UK, 2021 saw the launch of our New
                                                       Talent Programme which provides people in the
                                                       early stages of their career, or those looking
                                                       for a change, with the support and skills they
                                                       need to succeed. During the programme,
                                                       participants experience different roles through

                                                                                                                                                             27
28

     two six-month placements in our support                                                              Supporting our store teams to become skilled
     offices. They gain a comprehensive insight                                                           and confident experts in their field is vital
     into everything we do and have countless                                                             to ensure they can continue to make
     opportunities to expand and strengthen their
     skillset. By encouraging all those involved
                                                         This programme                                   a positive difference to our customers’ lives.
                                                                                                          Key to achieving this is the investment
     to continually expand their capability, see new     taught me how                                    in our digital training platforms, the network
     possibilities, and discover their true potential,                                                    of regional trainers across all our markets,
     we can help them find, and get fast-tracked         to think more                                    as well as having in-store trainers in every

                                                         strategically and
     onto, the most suitable career path.                                                                 location who inspire and encourage our store
                                                                                                          colleagues every day.
     This was so successful that we expanded
     it to participants in Australia and New Zealand.    use an out-of-the-                               Our online learning management system,
     We then launched our largest ever                                                                    iLearn, was upgraded in the UK with
     multi-channel recruitment campaign                  box approach                                     improvements to make it even more intuitive
     to attract a further 51 people to join the
     2022 programme across the UK, Guernsey,             when searching                                   and accessible from multiple devices. Optical,
                                                                                                          audiology, domiciliary and contact lens modules
                                                                                                                                                                leaders of the future, an important step
     and Northern Europe. This was open
     to internal colleagues from our stores,
                                                         for solutions.                                   were brought together into one learning
                                                                                                          journey instead of separate focuses and the           in safeguarding our internal pipeline.
     Newmedica business, manufacturing and                                                                introduction of levels demonstrated career            To help get our new recruits in audiology off
                                                         Joyce ten Broeke
     distribution sites, and support offices                                                              paths and core performance for roles within           to a great start, we provided a new specialised
                                                         Lead CRM Manager in the Netherlands
     as well as external applicants.                                                                      retail teams, clinical professions and ultimately     induction, called Ready to Serve, to our hearing
                                                                                                          partnership. The enhancements were a huge             aid dispensers in the UK. Ready to Serve offers
     Our global Grow Our Own programme                                                                    success with 91% of colleagues logging in and
     supported 81 high-potential colleagues to grow      teams in preparation for more trading-led                                                              flexibility to inductees with a range of engaging
                                                                                                          more than three million page views post launch.       learning solutions from virtual sessions
     the capabilities required to take on a more         career paths. Through a mix of masterclasses
     senior or broader role in the future. In addition   and online learning sessions, delegates focus    Such foundations ensure access to ongoing             to on-the-job activities.
     to learning as a group in key areas, we help        on increasing their knowledge of customer        training, but also to support specific initiatives.
     participants to personalise their development,      insights, supplier management, and trading       For instance, in Northern Europe, we developed        Professional development
     creating a unique learning journey suited           strategy while being mentored by senior          a suite of new materials for our in-store
     to their needs.                                     leaders with experience of trading               trainers and delivered bespoke training               Specsavers’ Professional Advancement
                                                         director positions.                              to assist with the roll-out of optical coherence      Conferences (PAC) have been delivering
     A new 12-month Trading Mindset programme                                                             tomography (OCT) in our Norwegian stores.             world-class clinical education and professional
     was designed to broaden the experience              More than 90 colleagues from across                                                                    development to optical practitioners for the
     and skillset of a group of leaders from across      our regional marketing teams took part           We also developed more than 90 bite-size              past 27 years, and to audiology clinicians
     our UK, Northern Europe and supply chain            in a global development programme to ensure      sessions covering all aspects of the new              since 2011.
                                                         we deliver first-class customer experience and   equipment (which enables our optometrists
                                                         communication. Participants attended virtual     to identify early signs of certain conditions         As one of the UK’s largest multi-category
                                                         workshops about upskilling in priority areas,    using non-invasive diagnostic imaging),               clinical conferences, our PACs have attracted
                                                         followed by a practical case study, working      all available remotely via our GreenPoint             industry-renowned expert speakers from
                                                         together to identify and present innovative      learning platform to bolster the                      across the world and have continued to
                                                         solutions. Development in this area not          classroom training.                                   innovate with the introduction of practical
                                                         only built consistency in modern                                                                       workshops, exhibition spaces and large-scale
                                                         marketing expertise across our teams,            We launched our Management Ascent                     peer discussion sessions, delivering tens
                                                         but also led to stronger internal networks,      programme for store managers in Australia             of thousands of CET (continuing education
                                                         greater collaboration, and enhanced              and New Zealand, designed to equip them with          and training) points and CPD (continuing
                                                         career paths.                                    everything they need to be highly skilled retail      professional development) opportunities.

                                                                                                                                                                                                                    29
30

     In 2021, we delivered a hugely successful series   At the start of 2022 the UK’s General Optical               New Zealand, welcoming more students            and five international students in 2021,
     of web-based events, having moved online           Council replaced CET with a new CPD scheme.                 into our stores than any other company.         as well as a Bachelor of Vision Science degree
     in 2020 due to the pandemic. Around 2,000          Our Professional Development team worked                    Having representatives on advisory groups       at the University of Canberra, that will
     optics delegates in the UK attended our PAC,       tirelessly to make this transition as smooth                also means we can provide opportunities         welcome its first cohort mid-2022.
     with peer discussion sessions covering topics      as possible and launched a helpful new CPD                  to maintain close relationships between
                                                                                                                                                                    We recruited record numbers of graduate
     from cataracts to contact lenses, resulting        online dashboard.                                           universities, employers, and professional
                                                                                                                                                                    optometrists, pre-reg optometrists and
     in the provision of more than 12,000 CET points.                                                               bodies, strengthening the interface between
                                                        The tenth UK PAC for audiology practitioners                                                                trainee audiologists into our stores across
                                                                                                                    academic study and optometric practice.
     In Northern Europe, 2,200 industry                 was by far the biggest yet, with more than                                                                  every region, with more than 750 joining
     professionals attended virtual talks,              700 delegates. February 2022 also saw the                                                                   one of our exciting development
                                                                                                                    To help mitigate a forecasted shortage
     panel discussions and masterclasses delivered      introduction of short, monthly webinars hosted                                                              or graduate programmes.
                                                                                                                    of graduate optometrists in Australia,
     by 32 speakers from six different countries,       by a variety of industry professionals                      we forged new partnerships with optometry       We also began a clinical leadership
     a formula we continue to use in Australia          in response to requests for more regular,                   schools. Specsavers supported the               programme in the UK aimed at developing
     and New Zealand, where our clinical                bite-sized CPD opportunities.                               development of a new Doctor of Optometry        our optometrists with five or more years’
     conferences were virtually attended                                                                            degree at the University of Western Australia   experience to become our future
                                                        Viewpoint, our online learning platform for
     by 1,300 delegates.                                                                                            which offered placements to 55 domestic         clinical leaders.
                                                        optometrists in Northern Europe, generated
     Feedback from delegates across all regions         2,800 subscribers last year. It also serves
     was positive, including many clinicians external   as a community, where members can access
     to Specsavers seeing our PAC events                various events and an ever-growing library          Panel discussion filming for our 2021
     as a hallmark for quality professional             of practical knowledge created in collaboration     Clinical Conference in Northern Europe.

     development, valuing the opportunity               with industry experts.
     for in-depth clinical discussion with
     other experts.                                     Learning from the success of our Clinical
                                                        Performance Consultants in Australia and
                                                        New Zealand, we introduced a team
                                                        of Clinical Engagement Managers (CEMs)
                                                        into the UK and Republic of Ireland. CEMs
                                                        directly support partners by applying their
     ‘I’m not a Specsavers                              wide range of professional experience to help
                                                        our clinical colleagues with their development.
     employee but                                       Through coaching, sharing best practice,
                                                        and the adoption of new clinical processes,
     welcomed the                                       our clinicians and CEMs work together build
                                                        fulfilling careers alongside delivering even
     opportunity to join                                better health outcomes for our customers.

     the PAC events                                     Working with the Karolinska Institute

     and gain a valuable                                in Stockholm, we created materials to further
                                                        develop the role of clinical assistant in support

     insight as well as get                             of our aim to recruit 100 clinical assistants
                                                        a year into our Swedish stores over the

     my CET points.’                                    next three years.

                                                        We continue to be the largest clinical
     PAC attendee                                       placement provider across Australia and

                                                                                                                                                                                                                     31
32

                Sustainably                                                                                           Protecting our
                                                                                                                      planet
                making a difference                                                                                   Our position
                                                                                                                      We are committed to taking responsibility
                                                                                                                      for the impact our business has on the planet
                 As a privately-owned, partnership                                                                    and have adopted a risk-based approach

                 business, we have a unique perspective
                                                                                                                      to understanding, minimising, and mitigating
                                                                                                                      this impact. This is conducted in line with our      We aim to be carbon
                 focused on a long-term duty to make                                                                  values and the responsibilities we have to our
                                                                                                                      customers and our people, as well as our             net zero, starting
                 a genuine difference to those                                                                        obligations in the countries in which we
                                                                                                                      operate.                                             with achieving
                 in our communities.                                                                                  Our environmental programme is an important          climate positive
                                                                                                                      element of our sustainability approach because
                                                                                                                      both global and local environmental issues can       status by 2035.
                                                                                                                      have a wide-reaching and long-term effect on
                                                                                                                      our society, now and in the future.

                                                                                                                      We recognise that the consumption of energy,
                                                                                                                                                                           We plan to do this by:
                                                                                                                      the use of non-renewable resources, water,
                                                                   on the world around us, has grown since            plastics and packaging, and waste creation are       Reviewing our product offer and
                                                                   we began almost 40 years ago.                      all things we need to monitor and reduce in          manufacturing processes – looking at the
                                                                                                                      every part of our business.                          materials we use, the way they are produced,
                                                                   We are challenging ourselves to further
                                                                                                                                                                           where they come from, and how they get to us.
                                                                   improve the role we play in the lives of the
                                                                                                                                                                           Our aim is to ensure all the plastics we use are
                                                                   people we work with, the communities we            Our plans
                                                                                                                                                                           sustainable by eliminating problematic materials
                                                                   serve and the planet we all share. We have set
                                                                                                                      We aim to be carbon net zero, starting with          or, where that is not possible, substituting or
                                                                   ourselves some strong targets in these key
                                                                                                                      achieving climate positive status (taking out        reducing their use.
                                                                   areas to ensure we are making a meaningful
                                                                                                                      more carbon dioxide from the atmosphere than
A home visit as part of our domiciliary service.                   difference today, and for the future.                                                                   Reducing our carbon emissions – those we
                                                                                                                      we put in) by 2035.
                                                                                                                                                                           directly control through our operations as well
                                                                   We recognise the passion and enthusiasm
                                                                                                                                                                           as those in our supply chain. During 2022/23,
                                                                   that our people around the world have in this
                                                                                                                                                                           we will focus on better understanding our
                                                                   area, meaning our plans and related activity
                                                                                                                                                                           carbon baseline and where we need to make
                 Making this difference starts with us,            are very much a collective effort. To help
                                                                                                                                                                           necessary changes, setting out detailed carbon
                 supporting our colleagues, partners, and          us deliver our sustainability targets,
                                                                                                                                                                           targets and planning our journey towards
                 suppliers to change lives in a sustainable way.   we appointed our CEO John Perkins as Chief
                                                                                                                                                                           a net zero future.
                                                                   Sustainability Officer, introduced dedicated
                 Over the past 12 months, we have reviewed our     roles focused on sustainability, and established
                 sustainability approach, acknowledging how        governance with both global and regional                                                       ReWear: our environmentally conscious range partially
                 much our business, and therefore our impact       sustainability committees.                                                                     made from recycled, post-consumer plastic waste.

                                                                                                                                                                                                                              33
34

     Reducing our packaging – not only on our          Commissioning an independent audit of               We are passionate about giving back
     products, but also the materials used to          packaging used within our supply chain and          to and working with our local communities,
     transit our products across the world, without    store operations to provide a baseline              wherever in the world we operate. We support
     compromising the quality.                         of where we are today and identify areas            many local, national, and international causes,
                                                       for improvement.                                    and are committed to supporting eyecare and
     Understanding the types of waste we create                                                            hearing care projects in developing countries.
     - identifying where we can reuse or recycle
     by changing how we operate and eliminating                                                            We also want to help those in our communities
     materials that typically end up in landfill.
                                                       Supporting our                                      who might not otherwise be able to access
                                                                                                           sight and hearing care services. This includes
     Introducing water efficient technologies - to
     limit the amount of waste water we produce.       local communities                                   providing broader access, increasing awareness
                                                                                                           of prevention, and early detection support.

                                                                                                           We are proud to generate significant tax
     Our progress                                      Our position
                                                                                                           revenues for each of the countries in which
     In 2021/22, our activity included:                We take our responsibilities as a global business   we operate. In the year ending 28 February
                                                       very seriously, particularly in relation to:        2022, Specsavers, its businesses, and its
     Making progress towards our zero waste to                                                             partners paid £334m in various taxes directly
     landfill target with 75% of our UK production     • The people we employ (covered in                  attributable to them. In total, £801m
     waste now diverted from landfill.                   ‘Our people’ section)                             of taxes were generated and collected for
                                                       • The communities we support                        the governments of the countries in which
     Launching ReWear, our first nature-inspired
                                                                                                           those businesses operated. Full details of our
     range partially made from recycled, post-                                                                                                                              Volunteers from our stores in Norway supporting
                                                       • The financial contributions we make.              tax strategy are available on our website.                       at an eye camp in Tanzania.
     consumer plastic waste. With each frame
     containing five plastic bottles, our customers    Our stores provide employment for more than
     can choose a more environmentally conscious       35,900 local people, all of whom have access        Our plans
     frame.                                            to regular training and development, helping
                                                                                                                                                                Improve prevention and early detection
                                                       them to progress through Specsavers on their        We will:
     Working with our audiology supply partners                                                                                                                 awareness. While we already offer hospital-
                                                       chosen career path. The same is true for
     to reduce our carbon footprint through more                                                           Enhance access to care. We believe this is           grade scanning technologies in our stores, our
                                                       the 4,500+ people who are employed
     efficient quantities of hearing aid batteries,                                                        a right, not a privilege. By extending our optical   next step is to raise awareness of eye and ear
                                                       in our support offices and manufacturing
     resulting in fewer shipments.                                                                         and audiology care network through strategic         health challenges by better informing people
                                                       and distribution sites around the world.
                                                                                                           partnerships, outreach services, and our             about conditions such as glaucoma and
     Introducing a new binaural order and                                                                  growing domiciliary provision, we aim                macular degeneration.
     fulfilment structure to reduce the use of                                                             to reach even more people.
     plastic cases across our audiology products.      Colleagues from our Great Dunmow store in the UK                                                         Increase donations and sponsorship.
                                                       presenting our donation to St Clare Hospice.                                                             We will continue to support many charities and
     Completing all carbon baseline activity                                                                                                                    good causes as well as giving our colleagues
     across our Newmedica business and                                                                                                                          opportunities to help through our volunteering
     appointing a Sustainability Lead to work                                                                                                                   scheme. We will also be offering our products
     with a new governance group on reducing                                                                                                                    and services free of charge to those who
     carbon emissions.                                                                                                                                          need it most.

     Controlling energy consumption by fitting the                                                                                                              Offer more opportunities for our people
     latest LED lighting in all our new, relocated,                                                                                                             to make a positive difference. Support our
     and refurbished stores across retail, clinical,                                                                                                            colleagues with finding new ways to give back
     and back-office areas.                                                                                                                                     to their local communities.

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                                        Our progress                                     with local health authorities as a means
                                                                                         of preventing cataracts. In March 2022, as
                                        In 2021/22, our activity included:               restrictions were reduced, volunteers from
                                                                                         our stores travelled to Tanzania where they
                                        The UK and the Republic of Ireland
                                                                                         conducted 1,050 eye tests and prescribed more
                                        Our stores and support office colleagues         than 1,500 pairs of glasses to people in need.
                                        raised more than £1.2 million for various
                                        charities and good causes, including £500,000    Australia and New Zealand
                                        for the DEC Ukraine Humanitarian Appeal
                                                                                         We donated A$1,442,000 to various
                                        through a partnership with the British
                                                                                         charities and good causes.
                                        Red Cross.

                                        During the height of the pandemic our stores     We donated A$847,970 to The Fred Hollows
                                        donated £150,000 to British Asian Trust’s        Foundation including A$175,050 from the
                                        Oxygen for India appeal.                         sale of our limited-edition frame. Our funding
                                                                                         helped to support two indigenous eye health
                                        In Scotland, more than £73,000 was raised        programmes: the Outback Eye Service which
                                        for the premature baby charity Bliss, to buy     provides ophthalmology services to rural
                                        a PanoCam for the Simpson Neonatal Unit          and remote areas of New South Wales

     Witnessing the big                 in Edinburgh.                                    and the Lions Outback Vision programme
                                                                                         in Western Australia. Together, these
                                        Our colleagues and partners in the Republic
     difference a pair                  of Ireland raised over €70,000 for The Hope
                                                                                         programmes trained 254 eyecare workers,
                                                                                         conducted almost 337 telehealth consultations,

     of glasses can make
                                        Foundation, helping people in Kolkata, India,
                                                                                         and performed over 820 eye operations
                                        to receive eyecare. Specsavers has also
                                                                                         and treatments.
     will stay with me                  committed to fund the education of eight
                                        students undertaking an Optometry                Through our donation of NZ$138,751 to The
     forever. The smile                 Diploma course.                                  Fred Hollows Foundation New Zealand, we
                                                                                         supported the Mobile Eye Clinic in Fiji to
     on people’s faces                  Northern Europe
                                                                                         deliver 3,110 eye health consultations, perform
                                        Across Northern Europe, we raised more           251 surgeries, and dispense 1,851 pairs of glasses.
     and the tears of joy               than €300,000 for various charities and good
                                                                                         Our store teams in New Zealand conducted
     when they received                 causes including Synlinjen in Sweden and
                                        The Salvation Army in the Netherlands.
                                                                                         more than 53,500 free eye tests to children
                                                                                         as part of our Kids Go Free programme.
     something to really                In Denmark, we signed an agreement with
                                                                                         We continued to support outreach
     improve their lives                Dansk Folkehjælp, which provides emergency
                                        aid and long-term assistance to vulnerable
                                                                                         programmes as 13 of our optometrists
                                                                                         delivered virtual tutorials for postgraduate
     was very special                   groups, to support disadvantaged people
                                        with access to free eye tests and glasses.
                                                                                         students working towards a diploma
                                                                                         in eye health. The students travel from all
     to see.                            We continued to support the Give Sight           over the Pacific to either Fiji or Papua New
                                        in Tanzania project during the pandemic          Guinea to train for a year before returning
     Trine Johnsen                      when travel was restricted. Our store teams      home with the knowledge and tools required
     Head of Professional Advancement   in Norway sent 1,000 pairs of sunglasses to      to provide eyecare services for their
     Norway                             Zanzibar which were distributed in cooperation   local communities.

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