1. Wavelength
Connect

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

10. Ryan Cheyne
People Director

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