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Best In Class 5: Pets at Home 2012
- 2. Welcome Ryan Cheyne People Director
- 4. Ian Kellett CFO
- 6. The Pets at Home Story.....
- 7. Pets at Home History • UK’s leading specialist retailer of pet food, pet-related Revenue by product segment products, accessories, small mammals, fish and reptiles 3% • Veterinary and grooming services also offered 49% 48% Fo o d A ccesso ries P ets
- 8. 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
- 12. PETS
- 15. PETS FUN
- 20. TEAM PETS FUN
- 22. Buyer Customer Team Asia Warehouse Store Team Lorry Marketing merchandise POS d in store
- 24. TEAM PETS PRIDE FUN
- 27. TEAM PETS PRIDE BETTER FUN
- 30. TEAM PETS PRIDE BETTER DO FUN
- 31. V V V
- 33. TEAM PETS PRIDE BETTER DO FUN
- 34. Awards
- 35. TV
- 36. Sally Hopson Customer & People Director
- 38. Colleague turnover (2004 at its highest) 90% 80% 78% 70% 62% 60% 55% 50% 46% 40% 40% 30% 27% 19% 17% 20% 10% 0% 2004 2005 2006 2007 2008 2009 2010 2011 Colleague Turnover
- 39. Colleague engagement (2007 first time measured) 100% 89% 90% 90% 80% 73% 66% 60% 40% 20% 0% 2007 2008 2009 2010 2011 Colleague Engagement
- 40. Our Journey 100% 90% 80% 70% 60% Colleague 50% Engagement 40% Colleague 30% Turnover 20% 10% 0%
- 42. People and Service: Unmatchable advantage
- 43. Sunday Times No.2 best place to work
- 44. Net Promoter Score “How likely is it that you would recommend this store to your friends, family & colleagues?” Highly Not At Likely Promoters Passives Detractors All Likely 10 9 8 7 6 5 4 3 2 1 0 PROMOTERS SUBTRACT DETRACTORS = NET PROMOTER SCORE
- 45. Fish 4 Opinion
- 46. As We’re All Ears score increases, NPS increases as well
- 47. High Knowledge = Higher Spend
- 48. Colleague Friendliness = Higher Spend