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• 3,5 million active credit customers by 2021 MEDIUM-TERM TARGET CUSTOMER MARCH 2016 MARCH 2015 CHANGE Number of Rewards customers (million) • 5,0 million active cash customers by 2021 BUSINESS IMPERATIVES • Ensure a more equitable split of cash vs credit turnover contribution across all African territories – Cash 5,0 5,4 3,6 50,0 – Credit 3,5 2,9 2,7 7,4 • Improve the take-up of reward offers 15,0 13,4 13,6 (1,5) • Grow the basket size in excess of local inflation Net bad debt/closing debtors’ book ( ) 58 TFG INTEGRATED ANNUAL REPORT 2016 www.tfglimited.co.za OUR GOVERNANCE PROFILE SUMMARY CONSOLIDATED FINANCIAL STATEMENTS • Store expansion in existing and new territories means our brands are now more easily accessible to more customers • More targeted cash and credit rewards offers in South Africa supported by better data analytics • Online roll-out means our South African customers could access more of our brands online • Launch of Phase Eight’s “One Stock” model resulted in UK customers having greater availability of our product range • Introduction of Affordability Regulations in South Africa means account opening process required more supporting customer information than previously: – Since such information is personal in nature (related to proof of income), it could have been negatively perceived by potential new customers – Informally employed and self-employed potential new customers may have also found it more difficult to comply with proof of income requirement – We rolled out extensive training to all our store and call centre staff to make this as secure and easy for our customers as possible, together with the development of a digital application process 02 Risks and opportunities • NOTICE OF ANNUAL GENERAL MEETING APPENDICES Risks: – Low GDP growth (in South Africa and other African territories) – Interest rate increases in South Africa put pressure on credit consumers – Introduction of Affordability Regulations in South Africa impacted our ability