best in class 5: pets at home 2012
TRANSCRIPT
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