Best In Class 5: Pets at Home 2012

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Best In Class 5: Pets at Home 2012

  1. 1. Wavelength Connect
  2. 2. Welcome Ryan CheynePeople Director
  3. 3. Ian Kellett CFO
  4. 4. The Pets at Home Story.....
  5. 5. 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
  6. 6. 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
  7. 7. Ryan CheynePeople Director
  8. 8. PETS
  9. 9. PETS FUN
  10. 10. TEAMPETS FUN
  11. 11. Buyer Customer Team Asia WarehouseStore Team Lorry Marketing merchandise POS d in store
  12. 12. TEAMPETS PRIDE FUN
  13. 13. TEAMPETS PRIDE BETTER FUN
  14. 14. TEAMPETS PRIDE BETTER DO FUN
  15. 15. VVV
  16. 16. TEAMPETS PRIDE BETTER DO FUN
  17. 17. Awards
  18. 18. TV
  19. 19. Sally HopsonCustomer & People Director
  20. 20. 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
  21. 21. Colleague engagement (2007 first time measured)100% 89% 90% 90%80% 73% 66%60%40%20% 0% 2007 2008 2009 2010 2011 Colleague Engagement
  22. 22. Our Journey100% 90% 80% 70% 60% Colleague 50% Engagement 40% Colleague 30% Turnover 20% 10% 0%
  23. 23. People and Service:Unmatchable advantage
  24. 24. Sunday TimesNo.2best placeto work
  25. 25. Net Promoter Score “How likely is it that you would recommend this store to your friends, family & colleagues?”Highly Not AtLikely Promoters Passives Detractors All Likely 10 9 8 7 6 5 4 3 2 1 0 PROMOTERS SUBTRACT DETRACTORS = NET PROMOTER SCORE
  26. 26. Fish 4 Opinion
  27. 27. As We’re All Ears score increases,NPS increases as well
  28. 28. High Knowledge = Higher Spend
  29. 29. Colleague Friendliness = Higher Spend

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