Insight

Creating compelling experiences

Every day at an intu centre is like putting on a theatrical extravaganza. To fill all the seats, make sure our audience go home with great memories that make them want to return and have retailers continue to flock to our centres, we have to run the show perfectly

We are the experts at creating great retail and leisure experiences that make our centres places people want to keep coming back to: from our razor-sharp focus on creating joyful experiences to our long-term vision that keeps our centres at the cutting edge, aided by our mastery of tenant mix, centre management and development planning.

For more than two decades we have been putting on a show at our centres to give customers a memorable time. The daily performance includes exciting events, positive interactions with our passionate people, access to the best retail and leisure – elements that together create a sense of enjoyment and belonging. The iconic intu Trafford Centre was one of the first shopping centres to offer the wow factor and it has been drawing in crowds ever since. We are creating a retail and leisure destination for the 21st century at intu Lakeside, where the new £72 million development is set to create the biggest retail resort in the south of England.

Over in Spain, our plans for intu Costa del Sol bring together all our expertise to create the world’s most advanced retail and leisure resort. It will have a high proportion of leisure and will be a must-visit destination for both residents and tourists from the whole of the region. We continue to use our expertise to surprise and delight our customers and find new ways to help our retailers flourish.

It works, as testified by 400 million customer visits each year, our highest average NPS of 75 (up from 70 last year), and the commitment of a succession of international retailers for whom intu is the first port of call when it comes to making their nationwide expansion plans. With 35 million customers, over half the UK population can’t be wrong.

Centres of expertise

Compelling shopping experiences don’t happen by accident – it’s the expertise and passion of our in-house facilities management and customer experience teams that make all the difference, providing great customer service and offering value for money for retailers

Uniquely among shopping centre landlords we manage our intu-branded UK centres ourselves, directly employing all backroom and front-of-house staff because we know no one else will go as far as we will to deliver the perfect experience.

This model has many advantages over contracted-out centre teams, particularly with our people for whom working directly for intu means they are totally committed to our ethos of delivering excellent customer service.

Our scale means we can attract the leading industry specialists in security, environmental services,  procurement and design. And with 14 centres under the intu banner we can trial new projects and roll out the best, to ensure retailers get superior service and great value. For example, our solar energy programme trial at intu Chapelfield exceeded expectations and we are planning to roll it out to three more centres in 2019.

Retailers are buying into our expertise: Next has been testing our facilities management services at its intu Trafford Centre store. The pilot proved so successful that Next is now looking at a comprehensive maintenance arrangement for all its stores in the intu portfolio and we are in discussions with a number of other retailers to provide a similar service in 2019.