19. High NPS = Higher SpendHigh NPS = Higher Spend
20. As Colleague EngagementAs Colleague Engagement
Increases, so Does CustomerIncreases, so Does Customer
LoyaltyLoyalty
88% 96% 99%
78% - 92% 93% - 98% 98% - 100%
Average Score:
Range of Scores:
NetPromoterScore
22. Pet Care Knowledge AlsoPet Care Knowledge Also
Increases as Colleagues BecomeIncreases as Colleagues Become
More EngagedMore Engaged
88% 96% 99%
78% - 92% 93% - 98% 98% - 100%
ColleaguePetCareKnowledge
Average Score:
Range of Scores:
38. This stuff is not just forThis stuff is not just for
retailretail
39. Best Companies ListsBest Companies Lists
WL Gore
Penta Consulting
Admiral Group
Virgin Money
Royal College of
Nursing
Robert Half Int.
PwC
Penna PLC
Michael Page
KPMG
Goldman Sachs
American Express UK
Allianz Global
Assistance
Adobe Systems
40. It’s all About the PeopleIt’s all About the People
Engaged
Colleagues
Loyal
Customers
Sales, Profit
and Growth