Our customers
At New Look, we know our customers. Club New Look turns that knowledge into relevance at scale. The proof: Our omnichannel customers are 2x more valuable as our single channel shoppers. That’s not loyalty for loyalty’s sake it’s the growth engine behind the UK’s most intelligent fashion brand.
Clare Dobbie, Chief Customer Officer
Customer Base
Club New Look members
CRM / CLUB customers - 63% MIS mix*
*Source; New Look Transaction Data sourced CDP (Amperity) / Databricks
Connection into loyalty
Turning connection into loyalty at scale. Customers come back to us because they recognise themselves in what we have to offer, how its styled, how it fits their everyday lives and how easy it is. This builds something more powerful than transactions, a sense of belonging, not because we tell them to but because they trust how we show up every time.
Scaling Club New Look
Increasing frequency and retention
Accelerating growth through omnichannel behaviour
Don't just take our word for it
Market Position
We are the No. 4 womenswear retailer in the UK for 18–44-year-olds, with a 5.9% market share. (Worldpanel by Numerator, Fashion Panel, Total Womenswear, 18-44, Total Channels, Value Market Share £%, 52 w/e 24th May 2026)
Customer Satisfaction
The quality of service delivered by our Customer Care team is reflected in an average customer satisfaction score of 91%.
Industry Recognition
Our innovation, customer experience and leadership have been recognised through award wins and nominations from leading organisations, including Drapers, Retail Week, Retail Gazette, Retail Technology Innovation Hub and Eldon Square.
Social Reach
As social platforms evolve, we've delivered a 26% year-on-year increase in reach, enabling our content to connect with more people than ever before.
Technology and Data
An independent review of New Look's Data & Technology capabilities rated us among the top 20% of companies across all industries, highlighting strengths in data, cyber architecture and strategic leadership.
Over the past 22 years I have had the privilege of working with New Look and seeing the business continually adapt, grow and thrive in an ever-changing retail landscape. What has always stood out is the dedication of its people and its unwavering commitment to customers. New Look has an incredible ability to combine fashion, value and accessibility whilst remaining relevant to generations of shoppers. It is a retailer with a proud heritage and an exciting future.
Dipendra Goenka, Chairman, Indochine International
ESG & Sustainability
See our ESG →