Waitrose

Waitrose stands resolutely for quality and service; and while every aspect of Waitrose stores must uphold these values, there is also a constant pressure to manage expenditure. The perennial question is, how do they cut costs without cutting quality or brand experience?

Over the last ten years, Integrity has built a strong, working relationship with Waitrose based on trust, commitment and our ability to deliver real ROI. For example, with a single project, we saved them £1.2 million. During our relationship with them, the supermarket has seen its estate double to over 180 stores nationwide. We have helped them maintain consistent brand experience by providing a wide range of services including: brand presence, assistance with local planning and even advice on conservation matters.

Skills mix

Our most significant Waitrose project was the rebranding of all their stores. They turned to us for our expertise in implementation and our ability to take a design ‘intent’ through to completion. With our knowledge and expertise in site-specific design, wayfinding, industrial design, retailing and engineering – and our in-depth understanding of the tendering process – we delivered huge cost savings for them.

It’s this range of skills, alongside our ability to balance the conflicting pressures of quality and cost, that sets Integrity apart. We continue to enjoy a close working relationship with Waitrose, supporting them in the growth and development of their brand.

Case Studies

Managing identity

Managing identity

An effective identity system builds brand equity if it works consistently across the estate. Our online Site Information System database for Waitrose ensured that site managers had the tools to maintain the brand across every store. ... more

Customer journey design

Customer journey design

Integrity are retained by Waitrose on all of their new store build and store refurbishment projects to provide customer journey consultancy.... more

Guard books

Guard books

Our in-depth knowledge of Waitrose's stores and standards has allowed us to work with them to develop Guard Books that govern the application of their brand to their stores.... more

Guard books

Reducing costs, maintaining quality

The challenge given to us by Waitrose, for whom quality is a core value, was to reduce the cost of signage at their stores without undermining the perception of their brand as a high quality retailer.... more

Identity matters

Identity matters

The calm, refined ambience of Waitrose stores is a major part of their brand, but it can pose a challenge in getting customers through the doors. Once inside, clear signage is needed to navigate through the store. ... more

Brand refuel

Brand refuel

The Waitrose brand stands for quality and excellent service. But how do those brand values translate into the more utilitarian sphere of petrol retailing? Waitrose asked Integrity to assist them in designing filling stations that worked while maintaining their ethos. ... more

Maintaining standards

Maintaining standards

Waitrose's Project Toronto involved the complete rebrand of 19 newly-acquired stores, eight petrol stations and six complete new-builds in an 18 week period, and all of the new-builds were large-format Food and Home stores.... more

Finding their way...

Finding their way…

A successful supermarket draws their customer in from ‘macro to micro’ with consistent, brand-led wayfinding. Waitrose felt they needed to reassess their wayfinding, to maximise connection with the customer. ... more

Waitrose logo

Industry or sector
Retail – supermarket

Country
UK

Challenge
Brand consistency across all Waitrose branches

Client departments
Building group
Merchandising

Links
Waitrose

Downloads
Download PDFProject management for retail factsheet.