Approximately half of M&S UK stores are fitted with entrance cameras that record the number of people who visit our stores. This known footfall is analysed so that we can establish the ratios between the visits and sales, and then apply this to stores without cameras. A total average footfall figure can then be calculated.

In 2007/08 there was a change in methodology and an upgrade in technology that means we are more accurately capturing customer footfall. Previously we were under-stating our customer flow. We switched to enhanced technology – thermal image cameras that are more sensitive in picking up flow of individuals and separating groups of people as they walk into the store. We also increased the sample of annualised stores from 33 to 260, weighted to represent the whole chain.

* Rebased figure

Each of our stores is anonymously visited once a month – twice in the case of our larger flagship stores – by a mystery shopper who evaluates service quality. In 2007/08 that was the equivalent of approximately 6,240 visits to our stores. Scores for each question are validated through an online customer survey.

We’ve reduced our carbon dioxide and equivalent emissions (CO₂e) produced by our UK and Republic of Ireland stores, offices, warehouses, business travel and logistics. Emissions are down by 9% from 517,000 tonnes in 2006/07 to 469,000 tonnes, despite a 5% increase in sales-floor area.