best in class 5: pets at home 2012

Wavelength Connect

Welcome

Ryan Cheyne People Director

Ian Kellett

CFO

The Pets at Home Story.....

Pets at Home History • UK’s leading specialist retailer of pet food, pet-related

products, accessories, small mammals, fish and reptiles

• Veterinary and grooming services also offered

49%

48%

3%

Food Accessories Pets

Revenue by product segment

Why is the Business so special

•Market leading specialist in the growing UK pet products market

•Highly trained in-store colleagues offering friendly expertise and outstanding customer service

•Continuous and innovative development of customer offer and products

•Well-invested business, with efficient infrastructure to support proven high growth strategy and

store opening programme

Ryan Cheyne

People Director

PETS

PETS

FUN

PETS

FUN

TEAM

Buyer

Team Asia

Warehouse

Lorry

merchandised in store

Marketing POS

Store Team

Customer

PETS

FUN

TEAM

PRIDE

PETS

FUN

TEAM

PRIDE BETTER

PETS

FUN

TEAM

PRIDE BETTER

DO

V

V

V

PETS

FUN

TEAM

PRIDE BETTER

DO

Awards

TV

Sally Hopson

Customer & People Director

Colleague turnover (2004 at its highest)

78%

62%

55%

46%

40%

27%

19% 17%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

2004 2005 2006 2007 2008 2009 2010 2011

Colleague Turnover

Colleague engagement (2007 first time measured)

66%73%

89% 90% 90%

0%

20%

40%

60%

80%

100%

2007 2008 2009 2010 2011

Colleague Engagement

Our Journey

0%10%20%30%40%50%60%70%80%90%

100%

Colleague Engagement

Colleague Turnover

People and Service:

Unmatchable advantage

best place to work

Sunday Times

No.2

Highly

Likely Not At

All Likely

10 9 8 7 6 5 4 3 2 1 0

Promoters Passives Detractors

PROMOTERS SUBTRACT DETRACTORS

= NET PROMOTER SCORE

“How likely is it that you would recommend this store to your friends, family & colleagues?”

Net Promoter Score

Fish 4 Opinion

As We’re All Ears score increases, NPS increases as well

High Knowledge = Higher Spend

Colleague Friendliness = Higher Spend