Liverpool’s revenues increased by 12.4% in 2015, while net profit increased by 18.6% due in part, to a favorable business environment in Mexico during the year, as well as to an improvement in the profit margin on the retail sale of products and services.

Our customers are our focal point. This is why, this year, we implemented the Net Promoter Score to be utilized to measure our service. This score is broadly used in Mexico and in other parts of the world, both in retail and in other areas as well. Our customers evaluated our service at 86.98 points, which surpassed our goal of 85 points, but which is still somewhat below the grade we would like to receive.

We are convinced that our primary strength is the personnel that work with us, for we can only achieve great results if we have great people. To this end, we imparted 678 Leadership courses during 2015. Our Liverpool Virtual University saw 312 team members graduate with masters’ degrees, and 906 collaborators with bachelors’ degrees.

During the year, we inaugurated seven new stores, five of which correspond to the Fábricas de Francia format, which has shown great growth and profitability potential. We also opened the Galerías Polanco shopping mall, thereby continuing with our diversification strategy in the business’ areas.

Our credit portfolio continued to grow as the year progressed, while the results in this area benefitted from a substantial 30 basis points reduction in the overdue portfolio.

Sales through non-traditional means such as the Internet and the telephone recorded an increaseo f 87.7% this year, bringing us closer to our goal of having a Company that is actually an “omnichannel” one. We are working towards the cultural change involved in being a company that is fully integrated through all of our channels, platforms and points of contact with our customers.

Liverpool’s expenses increased by 11.8%, derived primarily from the investments in new stores, shopping malls, systems and platforms, to bring the Company nearer to its goal of becoming an “omnichannel” organization. We fully expect the expenses-related pressures to continue, which is why the primary focus of all of our team members is to maximize our resources.

Mexico’s macro-economic situation, as well as the world’s constantly changing technological environment, both indicate that the coming years will be filled with significant challenges for the Country’s commerce. It will therefore be those companies that are able to understand its customers that will have the opportunity to increase their loyalty and their preference. From this perspective, the purpose of our investments in systems, the “omnichannel” and Customer Relationship Management (CRM), among other areas, is to allow us to stay at the forefront of world’s business activities. We seek excellence in service for any point of contact our customers prefer to have with Liverpool, constantly striving to increase our presence in their lives.