Tesco has always worked hard to develop a close relationship with customers, and since the launch of Clubcard in February 1995 we have been able to communicate directly with over eight million members.

We can thank Clubcard members for their regular shopping through money-off vouchers and product coupons. In addition, we can tailor our services to meet individual needs through the information we receive about their purchases.

Listening to customers is central to Clubcard's development. Since the launch, the customer freephone helpline (0800 591688) has answered over half a million enquiries.

As a result, we have adapted the scheme to meet the needs of frequent customers, such as pensioners and students, whose spending did not always exceed the £10 threshold required to qualify for points. Associate cards, where points are collected in one account by two separate cardholders, were also introduced because of members' suggestions.

Over 25,000 vegetarians and diabetics have now registered their dietary requirements with the Clubcard helpline and as a result receive special product coupons.

Clubcard evenings have become a regular feature in many stores. Over 100,000 members have enjoyed a variety of events, from hairdressing demonstrated by celebrity Nicky Clarke, to cheese and wine tasting and late-night shopping.

Members have also been able to collect Clubcard points on their holidays through a special promotion with Lunn Poly and Thomson Holidays. More Clubcard initiatives with leading companies are planned to give customers even more benefits.

For additional information on Clubcard:
Chairman's statement - Clubcard
Financial review