Halfords is the UK's leading provider of motoring and cycling products and services.
Through Halfords Autocentres, it is also one of the UK’s leading independent operators in vehicle, servicing, maintenance and repairs.
We are a market-leading business, with unique and differentiated products and services.
Our unique mix of stores, garages, mobile vans and home delivery means we can offer customers unparalleled convenience in the motoring and cycling markets.
We know that our customers want us to be there for them, when they need us. That means our stores and garages are open early and late, we offer a proposition which is mobile and comes to them wherever they are and we offer convenient delivery options to meet their needs. This year we made strong progress in further enhancing the journey our customers go on with us and now offer an even more convenient proposition with more garages – giving customers less distance to drive to drop their vehicle off – and significantly more mobile vans (both customer and commercial), meaning that more customers than ever can access our services without disrupting their busy lifestyle.
FY22 Group Revenue broken into each business segment, highlighting the significant contribution from Group Services.
Recognising that convenience is important to our customers, our combination of assets means customers can access our wide range of products and services in a way that suits their needs, be that in a store, garage, at home via a mobile van or online via our integrated web platform. Our B2B platform means business customers can also take advantage of our unique combination of assets.
Retail Stores
Garages
Consumer and Commercial Vans
Performance Cycling Stores
As of 1 April 2022
Project Fusion is our name for a new initiative we have launched in the last year to completely transform and improve the customer experience. Fusion is the customer experience seamlessly, consistently and conveniently executed across all of our assets in a town, making it even easier for customers to shop across the Group. Initially trialled in Colchester and Halifax, we have invested in the in-store and in-garage experience, improved the layout and design of the stores and enhanced the ways in which our business operates in a town, such as fulfilling service jobs at the most cost-effective location for us. The response from customers has been strong with Net Promoter Scores up nine points in these towns since we launched. We have already started to integrate learnings from these Fusion towns into the rest of our estate and will develop the Fusion initiative further over the course of the next financial year.
Customer NPS
+9pts