Please note this is the historical investor centre. William Hill is no longer listed on the London Stock Exchange. It has been acquired by Caesars Entertainment.

Key Performance Indicators (KPIs) enable us to objectively track business performance over time. In 2018 we defined our long-term ambition to be a digitally led and internationally diverse business. In 2020 this was underpinned by the operational strategy of Customer, Team, Execution, which the Group’s KPIs are aligned to.

Group KPIs

Online net revenue (£m) 1

2018 634

2019 738

2020 803

£803m

Cash generated by Retail (£m) 2

2018 155

2019 71

2020 (40)

£(40)m

Market entry in the US3

2018 7

2019 9

2020 14

14 states

Corporate responsibility KPIs

Employee engagement participation (%)

2018 88

2019 87

2020 90

90%

Customer Satisfaction Score (CSAT) (%)

2018 78

2019 83

2020 85

85%

Contribution to safer betting and gaming (%)

2018 0.1

2019 0.1

2020 0.25

0.25% of UK gross gambling yield

Notes to charts
  1. Net revenue is an industry term equivalent to revenue as defined in the notes to the financial statements.
  2. Cash is EBITDA (excluding impact of IFRS 16) less capital expenditure, less exceptional cash items.
  3. When referring to states this includes Washington D.C..