Truworth performed worst for the maturity of its leadership through reporting amongst its retail peers in this survey. Truworth’s business philosophy and values are not only high-level and vaguely defined, but also poorly addressed by leadership. Where there is reporting, it is formulaic and the company appears rather too readily satisfied with its self-declared, and mediocre performance, particularly regarding employee satisfaction.

Reporting on leadership at board level is pretentious and mixed with boilerplate.

Its response to the new Affordability Regulations is excellent, showing good use of indicators and a strategic response motivating how the company runs credit sales at break-even and why government should reconsider legislation. But credit intelligence and online channels intended to improve personalised offers and promotions, are backed up by little insight into leadership thinking around treatment of customers.

See the executive summary for a more complete overview of FarSight’s analysis for Truworths. Buy our full report for detailed analysis and supporting discussion.