Our pawnbroking customers come from a wide range of social and demographic backgrounds and bring with them a multitude of different items of jewellery, from a heavyweight belcher chain to a 1970s Rolex to a 5ct diamond solitaire.

Use of Funds

Generally our customers use the funds obtained for day to day expenses with a small number borrowing to solve the short term cash needs of their businesses.

The H&T Difference H&T has a long established culture of customer service and our staff strive to help and empathise with our customers. It is common to hear first names being used in the stores and equally the customer to call our staff by their first name. This is not the result of scripts or training but rather an expectation that they are there to help the customer during what may be a difficult time. The key to this relationship is the autonomy given to the store managers in their management of the customer relationship. This maintains the customer relationship and provides that flexibility and helpfulness that is so often missing from the rest of the high street.

December 2006 Research Historically we have scored well in independent research and mystery shopping of our stores. The most recent survey was in December 2006* using both quantitative and qualitative techniques and interviews of 250 customers. Once again the research demonstrated high levels of customer satisfaction, with over 88% of customers rating their satisfaction with H&T 8 or more out of 10.

* Source: Research by Precient, December 2006