How retailers and operators are redefining high street success

The changes to the UK high street are reflective of the wider economic and social shifts from the past ten years. High streets have faced persistent headwinds, but these locations are still an important part of local communities, with opportunity for sites to deliver on accessibility and convenience.

These headwinds are not exclusive to high streets; footfall has been suffering across all retail environments (high streets, retail parks and shopping centres), according to BRC’s Footfall Monitor. This decline in footfall is being driven by:

Closing retail sites – while the gap between store openings and closures is narrowing, there were 3,802 more closures than openings in 2024 (PwC)
Growth of online shopping – a long-term trend that will continue as new tech and AI advancements make it even easier, faster and more convenient for consumers to shop from home
Economic impact on consumers – fluctuating consumer confidence and flat YoY disposable income levels are impacting consumer spend
Economic impact on businesses – businesses continue to face high rents, business rates, energy costs and labour costs
Infrastructure – poor public transport links, high parking charges, congestion charges and clean air zones all add extra costs and complexities to consumers visiting high streets

Convenient solutions are winning

As highlighted in some of the drivers of declining footfall, consumers are increasingly looking for convenience – in location, in saving time, in making things easier for them. This is seen in the outlook for the away from home market, where the QSR sector is set to see the biggest share in growth between 2019 and 2030. The convenient, informal offers from QSR operators are delivering on consumer needs for value and speed, stealing share from traditional full service restaurants and pubs.

Large stores redesigned for the high street – M&S, Bath

M&S’ new 83,000 sq ft store in Bath has taken over the former Debenhams site, placing the store directly on the high street and further into the city centre than its previous site near to the train station. The different food for now missions have been carefully considered, with food to go located near the front entrance, and coffee to go located within the instore bakery, encouraging consumers to pair food with their coffee mission.

The fourth floor boasts a 140-cover café to cater to the longer dwell time sit-in mission. Covering hot and cold food, the ‘sweet treat’ occasion, and with a separate section for kids’ food, the café is in clear and direct competition with foodservice operators on the high street, with an enticing and comfortable atmosphere to break up a shopping trip.

Strong daypart coverage and considered journeys – Co-op On the Go, Solihull

Co-op introduced its new On the Go format last year in Solihull, now with five stores. These smaller format stores are focused on the food for now mission. Equipped with digital screens, the store has time-specific daypart messaging to advertise its range across all meals, keeping messaging relevant to consumers.

Journeys are well-considered. The store has a Costa Express machine near the front of store, for consumers to vend their own coffees while buying prepared food to go, allowing them to get to the tills quickly. For those wanting hot food from the back of store counter, there is a staff-operated Costa bean-to-cup machine, meaning consumers can complete their whole mission in this area of the store. These two machines work together in the same store to serve separate missions and consumer needs.

Encouraging longer dwell times and being a community hub – Pret, Maidenhead

Pret’s new format trial in Maidenhead last year introduced made-to-order, rather than its usual grab and go offer. Table service, plated food, play areas for children (called the Little Star Café) and positioning itself as a meeting spot for local community groups were all a step away from the traditional Pret model as it aimed to capture new missions.

These new formats likely won’t be the norm for Pret going forward, but franchise partners have started to apply some of the learnings, such as the Little Star Café to adapt sites to serve the fast and longer-dwell missions simultaneously.

Considerations for businesses on the high street

High streets don’t follow a one-size-fits-all approach. It is crucial here to consider the local needs and demographics to become an accepted part of the community and grow loyalty among locals.

Retailers and operators also need to think beyond the traditional model. A portfolio of flexible formats which can be matched up to the needs of the consumers and the location will help each site succeed on its own, feeding into overall group performance.