1. NPS Survey Results for August 2012
Independents, Nationals, Woodward & Corporate

2. Summary
This month our overall NPS is +23 (down from +27 in July) , although the moving 3 month average remains static at There have been significant declines amongst Independent and National customers this month whilst corporate have seen an increase.
Pricing, order accuracy & the condition of goods on arrival are the main issues negatively impacting the NPS. Pricing and order accuracy are the issues resulting in the greatest number of customer complaints.
Complaint resolution remains a concern on two levels. Firstly, circa two in every five band ABC Independent and Woodward customers and three in every five Corporate customers have had an issue in the last 3 months. Secondly, about half of the customers with a complaint are less than satisfied with the resolution of their issues & generate a negative NPS (with more than 40% claiming their problem is still unresolved or still re-occurring).
Almost one in three band ABC Independent & Woodward customers claimed they had not seen an ASM when asked about the last visit, and for one in six customers, the main purpose of the last visit by their ASM was to discuss pricing errors or changes. However where ASM’s have called, customers’ perceptions are increasingly positive at a number of levels (suggesting products & ideas ; good use of time ; action follow up)
Satisfaction with order fulfilment continues to negatively impact customers perceptions of overall service with our depots (overall satisfaction score +49, order delivery accuracy +30)

3. Net Promoter® Score (Aug 2012 %) Net Promoter® Score (June-Aug 2012 %)
NPS – Latest Wave & YTD
The overall Net Promoter® Score (NPS) this month is +23, down from +27 in July (the rolling 3 month score remains +23). Whilst the overall NPS movement is not statistically significant, Independent & National channel declines are statistically significant (Aug versus July). Corporate is up versus July (-5 -> +3)
Net Promoter® Score (Aug 2012 %)
Net Promoter® Score (June-Aug 2012 %)
NPS:
+23
+22
+32
+27 +3
NPS:
+23
+22
+37
+31 -6
Source of Data: Facts International/Brakes customer interviews
Data = Independent, National, Woodward & Corporate

4. NPS – Drivers for promoters & detractors
Pricing, delivery issues and the condition of goods on arrival are the main concerns for customers giving a rating of 0 to 4.
Net Promoter® Score (%)
Net Promoter® Score (%)
NPS:
+23
+23
Reasons for giving a ‘high rating (10)’ (Aug 2012 %)
Reasons for giving a ‘low rating (0 to 4)’ (Aug 2012 %)
Trend On Price related issues
March = 36%
April = 25%
May = 19%
June = 10%
July = 17%
Source of Data: Facts International/Brakes customer interviews

5. Alerts (number of in Aug 2012) Alerts (number of in Aug 2012)
The overall proportion of ‘red’ alerts has decreased marginally since last month (4.5% v 4.8% in July) due to a decline in Corporate (6.3% v 10.9% in July).
Alerts (number of in Aug 2012)
Alerts (number of in Aug 2012) 10 39 38 16 71
166
341
185 41 44 55 45 90 50 16 12 4 18 1 7 13 55 34 5 7 14 8 7 7 7
N.B. The NPS cannot be determined by subtracting the number of red alerts from the number of gold alerts as red alerts are generated from respondents who answer 0 to 4 to the NPS question and gold alerts from those answering ‘10’ while the NPS subtracts those answering 0 to 6 from those answering 9 or 10
Source of Data: Facts International/Brakes customer interviews
Data = Independent, National, Woodward & Corporate

6. Independent Summary (July Vs Aug 2012 %)
The NPS for Independent customers has declined significantly this month versus last. Although overall satisfaction with the telesales team for August is reported as significantly lower than last month it follows an unprecedented high score in July and is more a “normalisation” to previous levels. There has been a major improvement in band ABC customer satisfaction with sales reps suggesting products & ideas that would grow their business.
Independent Summary (July Vs Aug 2012 %)
NPS
Overall satisfaction with delivery service
Overall service provided by telesales team
Sales rep suggest products & idea that grow my business
Products are value for money
Score*:
+28
+22
+54
+52
+60
+51 +7
+23
+16
+14
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Source of Data: Facts International/Brakes customer interviews
Only asked of A, B or C turnover band customers

7. National Summary (July Vs Aug 2012 %)
This month there has been a significant decline in the NPS among National customers which has been reflected also in significant declines for overall satisfaction with the delivery service and telesales.
National Summary (July Vs Aug 2012 %)
NPS
Overall Satisfaction with delivery service
Overall service provided by telesales / customer service team
Products are value for money
Score*:
+41
+32
+66
+49
+74
+59
+27
+19
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Source of Data: Facts International/Brakes customer interviews

8. Woodward Summary (July Vs Aug 2012 %)
The month-on-month decline in Woodward’s key indicators are not statistically significant and a majority of their customers remain extremely satisfied overall with both the delivery service (63%) and telesales service (71%).
Woodward Summary (July Vs Aug 2012 %)
NPS
Overall satisfaction with delivery service
Overall service provided by telesales team
Sales rep suggest products & idea that grow my business
Products are value for money
Score*:
+40
+27
+57
+52
+73
+69
+34
+40
+26
+26
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Source of Data: Facts International/Brakes customer interviews
Only asked of A, B or C turnover band customers

9. Corporate Summary (July Vs Aug 2012 %)
Following the exit of Aramark, the NPS for Corporate has turned positive this month. Compass now dominates this sector’s results and while a quarter of these customers are ‘detractors’, only 6% gave an NPS rating between 0-4 (i.e. least likely to recommend Brakes to others).
Corporate Summary (July Vs Aug 2012 %)
NPS
Overall Satisfaction with delivery service
Overall satisfaction with telesales / customer service
Score*: -5 +3
+21
+29
+42
+35
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Source of Data: Facts International/Brakes customer interviews

10. NPS – Data Into Action

11. Independent & Woodward : Customer Service – Resolving Problems & Issues
More than 2 in 5 Independent & Woodward customers (bands A, B and C only) had an issue in the past 3 months. Of these just only half were satisfied with the resolution. Customers who are satisfied with the resolution of their issue provided a positive NPS. While similar proportions of Independent and Woodward customers had an issue, Woodward customers were more likely to be extremely satisfied with its resolution.
Had an issue in the past 3 months (Aug 2012)
(Current Band A, B or C customers)
Satisfaction with issue resolution (Aug 2012)
(Current Band A, B or C customers)
Extremely satisfied with issue resolution
NPS: +38
Future business with Brakes will
Increase: 27%
Decrease: 11%
Least satisfied with issue resolution
NPS: -25
Future business with Brakes will
Increase: 28%
Decrease: 29%
Satisfied with issue resolution
NPS: +2
Future business with Brakes will
Increase: 21%
Decrease: 15%
Had an issue in last 3 months:
Independents: 43%
Woodward: 40%
% extremely satisfied with resolution: (9 or 10):
Independents: 25%
Woodward: 41%
Source of Data: Facts International/Brakes customer interviews.
Data = Independent & Woodward with current band A, B and C only 11

12. Corporate: Customer Service – Resolving Problems & Issues
Approaching three in every five Corporate customers claim they have had an issue in the past three months. Of these only one in six (17%) were extremely satisfied with how their issue was resolved, and these are the only group to record a positive NPS.
Had an issue in the past 3 months (Aug 2012)
Satisfaction with issue resolution (Aug 2012)
Extremely satisfied with issue resolution
NPS: +9
Future business with Brakes will
Increase: 36%
Decrease: 0%
Least satisfied with issue resolution
NPS: -33
Future business with Brakes will
Increase: 50%
Decrease: 8%
Satisfied with issue resolution
NPS: -23
Future business with Brakes will
Increase: 50%
Decrease: 6%
Source of Data: Facts International/Brakes customer interviews.
Data = Corporate 12

13. Problems & Issues
Many of the main issues this month were common to Independent /Woodward (Bands A, B or C) and Corporate customers
Main problems or issues (Aug 2012 %)
(INDEPENDENT & WOODWARD A TO C CLIENTS ONLY)
Main problems or issues (Aug 2012 %)
CORPORATE
Source of Data: Facts International/Brakes customer interviews New question this month

14. Problems & Issues: reasons for dissatisfaction with resolution
Many of the main issues this month were common to Independent /Woodward (Bands A, B or C) and Corporate customers
Reasons for dissatisfaction (Aug 2012 %)
(INDEPENDENT & WOODWARD A TO C CLIENTS ONLY)
Reasons for dissatisfaction (Aug 2012 %)
CORPORATE
Source of Data: Facts International/Brakes customer interviews New question this month

15. Overall satisfaction with Brakes delivery service (%)
NPS & Satisfaction targets for Premier Park
The NPS for Premier Park improved slightly this month, overall satisfaction with the delivery service had not.
NPS
Overall satisfaction with Brakes delivery service (%)
Rolling 3 periods
Rolling 3 periods

16. Comments from interviews conducted in August 2012
The best and worst of what our customers say about Premier Park
The NPS of -3 reflects that virtually the same number of customers gave a rating of 9 or 10 as gave a rating between 0 and 6; here is a sample of comments showing the variation in service that Premier Park customers receive …
Comments from interviews conducted in August 2012
“They are always helpful, they always seem to have the products and they always get delivered at the scheduled times. There are never any delays with anything. Everything runs to time. They always have available stock.”
NPS rating: 10
Overall satisfaction with delivery service: 10
“The service is fine, but sometimes they misunderstand me and sometimes they read it back too fast and I don’t understand them. When it comes it is the wrong order, but apart from that it is good.”
NPS rating: 10
Overall satisfaction with delivery service: 10
“Their delivery drivers are good. They have a good product range and the reps and telesales are also very good.”
NPS rating: 10
Overall satisfaction with delivery service: 8
“Their products are of a very high quality. We have a good rep at the moment. The telesales are good but sometimes slip, but that is always rectified.”
NPS rating: 10
Overall satisfaction with delivery service: 10
“Delivery times are inconsistent. There was an issue several weeks back. I ordered lyon's eggs but Brakes didn't have the eggs available. They sent an alternative brand and charged for the alternative which was about 6 times more expensive. I placed a call about the eggs issue and am still waiting for the credit note. They said there would be a rep coming out to discuss delivery times with us over the Olympic games but they never came.”
NPS rating: 3
Overall satisfaction with delivery service: 5
“We’ve got issues with the customer service and that is quite off putting. When we try and make an order they are quite rude and it doesn’t really encourage us to use that service.”
NPS rating: 4
Overall satisfaction with delivery service: 6

17. Appendix

18. Contents Slides Net Promoter® Score (NPS) 3 to 4 Alerts 5
Customer summary
6 to 9
NPS – Data into action
11 to 13
Introduction 16
Satisfaction with service aspects
Sales & Products
17 to 18
Depot
19 to 25
Telesales
26 to 29
Issues
30 to 33
Nationals
34 to 36
Woodward
37 to 39
Corporate
40 to 43
Supporting information
44 to 56

19. Introduction
This report illustrates the views from a sample of current customers, that had traded in the 4 weeks prior to fieldwork. For Nationals this trading period may be slightly longer.
Sample sizes (all conducted by telephone)
Customers who have answered don’t know or not applicable have been excluded from the analysis from a particular question
Interview month
August 2012
July 2012
June 2012
Interview dates
15th August to 29th August
19th July to 2nd August
19th June to 2nd July
Total
1,216
1,313
1,286
Which is the sum of…
Independent
628
626
629
National
327
326
325
Woodward
150
177
Corporate
111
211
155

20. Sales and Products Satisfaction
Within Independents & Woodward, customer satisfaction with ASM call effectiveness is higher for band A than for band C customers. More than half of the band ABC customers were extremely satisfied that the ASM visit was a good use of their time and 60% of these customers were extremely satisfied that the actions agreed at the meeting were followed up.
Satisfaction with… (Aug 2012 %)
Score* with… (Aug 2012)
Extremely dissatisfied
Extremely satisfied
Independent
Woodward
Score*
+27
+23
+40
SALES (INDEPENDENT & WOODWARD A to C CLIENTS ONLY)*
Score* band A = +44; band B = +27; band C = +21
+ 33
+33
+35
+ 47
+44
+60
+ 39
+40
+36
PRODUCTS
+36
+46
+ 38
+ 17
+14
+26
Source of Data: Facts International/Brakes customer interviews New question this month
Data = Independent & Woodward *Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

21. Main purpose of visit from ASM
However, approaching one in three Independent & Woodward band A, B or C customers claim they have never seen an ASM. Of those recalling a visit, the most common purpose was to discuss pricing–errors or changes.
Main purpose of visit (Aug 2012 %)
(INDEPENDENT & WOODWARD A TO C CLIENTS ONLY)
27% of Band A customers; 39% of Band B; 28% of Band C
Source of Data: Facts International/Brakes customer interviews New question this month
Data = Independent & Woodward

22. Depot Satisfaction – Service Factors
Order fulfillment is the one service factor for which a majority of customers are not extremely satisfied. In addition, the scores provided by customers served by the Northern depots are significantly higher for each of the key service delivery elements than those provided by customers served by the Southern depots.
Satisfaction with Delivery for… (June-Aug 2012 %)
Score* with… (June-Aug 2012)
Extremely dissatisfied
Extremely satisfied
North
South
Score*
+64
+67
+58
+61
+53
+58
+50
+52
+46
+49
+53
+41
+30
+36
+21
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Source of Data: Facts International/Brakes customer interviews

23. Northern Depots NPS trends (May-July 2012 vs. June-Aug 2012)
Independent: Depot NPS – North
The NPS varies by depot and while there has been slight changes month-on-month, none are significant
Northern Depots NPS trends (May-July 2012 vs. June-Aug 2012)
Low base
Low base
NPS: +7
+15
+12
+16
+25
+16
+27
+24
+19
+26
+36
+27
+26
+30
+18
+30
+20
+31
+41
+33
+35
+34
+40
+34
+55
+37
+47
+42
Source of Data: Facts International/Brakes customer interviews
All data = Independents only; 3 month rolling periods
NPS is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

24. Southern Depots NPS trends (May-July 2012 vs. June-Aug 2012)
Independent: Depot NPS - South
A similar variation exists across the Southern depots, again with no significant month-on-month differences in NPS
Southern Depots NPS trends (May-July 2012 vs. June-Aug 2012)
Low base
Low base
NPS: +2
-11 +2 -2 +6 +7 +9 +9
+12
+12
+22
+16
+21
+18
+15
+19
+25
+24
+21
+26
+34
+37
Source of Data: Facts International/Brakes customer interviews
All data = Independents only; 3 month rolling periods
NPS is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

25. Satisfaction with Northern Depots (June-Aug 2012 %)
Depot Satisfaction - North
Satisfaction with overall service is significantly more positive in the North (+53%), than the South (+41%). Five depots are rated significantly higher than the depot average for the North, while three depots are significantly below average.
Significantly above average
Significantly below average
Satisfaction with Northern Depots (June-Aug 2012 %)
Low base
NPS:
+12
+19
+26
+29
+23 +6
+26
+24
+30
+22
+32
+32
+30
+43
+47
+43
+35
Score*:
+33
+42
+43
+45
+45
+49
+53
+54
+54
+55
+55
+55
+60
+63
+67
+74
+77
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

26. Satisfaction with Southern Depots (June-Aug 2012 %)
Depot Satisfaction - South
While overall satisfaction is positive across Southern depots, Chelmsford, Highbridge, Bodmin and Swindon receive significantly above average scores while Premier Park, Reading and Thorpe are significantly below average …
Significantly below average
Significantly above average
Satisfaction with Southern Depots (June-Aug 2012 %)
Low base
Low base
NPS: -3 -5 +3 +2
+23
+26
+22
+11
+29
+28
+25
+28
Score*
+17
+17
+34
+40
+40
+45
+47
+49
+57
+60
+63
+66
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

27. Highest & Lowest Depots based on Score* (June-Aug 2012 %)
Depot Satisfaction – Comparing Best & Worst
The differences between the best and worst performing depots on each of the key aspects of depot service are significant
Highest & Lowest Depots based on Score* (June-Aug 2012 %)
Overall service
Drivers are friendly & helpful
Drivers are efficient
Condition of goods when arrive
Always deliver products ordered
Score*:
+77
+17
+86
+39
+86
+23
+76
+20
+64 -7
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

28. Best & Worse in class depot based on overall service (June-Aug 2012 %)
Depot Satisfaction – Comparing Best & Worst
Even at Montgomery depot, which has the highest satisfaction rating at +74, order accuracy is the greatest issue
Best & Worse in class depot based on overall service (June-Aug 2012 %)
Overall service
Drivers are friendly & helpful
Drivers are efficient
Condition of goods when arrive
Always deliver products ordered
+77
+86
+86
+64
+58
Score*:
Montgomery (Highest satisfaction rating)
Score*:
+17
+39
+23
+37 +1
Premier Park (Lowest satisfaction rating)
Source of Data: Facts International/Brakes customer interviews
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

29. Telesales Satisfaction – Service Factors
A majority of customers are extremely satisfied with telesales service; however, satisfaction levels are significantly higher among Woodward’s customers when compared with the Independents’ customers.
Satisfaction with Telesales for… (June-Aug 2012 %)
Telesales Score* for… (June-Aug 2012)
Extremely dissatisfied
Extremely satisfied
Score*
Independent
Woodward
+53
+63
+ 55
+ 43
+41
+51
+ 31
+29
+37
+ 29
+28
+36
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Source of Data: Facts International/Brakes customer interviews
Data = Independent & Woodward

30. Satisfaction with Telesales Teams (June-Aug 2012 %)
Telesales Satisfaction – By Sales Centre
Overall satisfaction is positive for each of the telesales centres. More than two-thirds of customers are extremely satisfied with the overall service from the top performing centres as are around half the customers of the lowest performing centres.
Significantly below average
Significantly above average
Satisfaction with Telesales Teams (June-Aug 2012 %)
NPS: +4
+15
+12
+11
+23
+20
+20
+36
+21
+25
+30
+31
+38
+25
+22
+34
Score*
+33
+39
+44
+44
+49
+51
+54
+55
+56
+60
+60
+62
+68
+69
+69
+77
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
Data = Independent & Woodward *Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

31. Highest & Lowest Telesales Centre based on Score* (June-Aug 2012 %)
Telesales Satisfaction – Comparing Best & Worst
The differences between Leeds and Thorpe, the best and worst performing centres, on each of the key aspects of depot service are significant …
Highest & Lowest Telesales Centre based on Score* (June-Aug 2012 %)
Overall service
Kept up to date about relevant promotions
Products always available when ordering
Always suggest relevant products
Score*:
+77
+33
+70 +2
+44 +8
+71 +6
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
Data = Independent & Woodward *Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

32. Telesales Satisfaction – Comparing Best & Worst
Even Leeds, the best performing telesales centre, does not perform as strongly on product availability when compared with the other aspects of service delivered by the team, while customer satisfaction for three aspects of service from Thorpe are very divided.
Best & Worse in class Telesales Centre based on overall service (June-Aug 2012 %)
Overall service
Kept up to date about relevant promotions
Products always available when ordering
Always suggest relevant products
Score*:
+77
+70
+42
+71
Leeds
Score*:
+33 +2 +8 +6
Thorpe
Source of Data: Facts International/Brakes customer interviews
Data = Independent & Woodward
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

33. National Depot Satisfaction (July Vs Aug 2012 %)
The significant decline in overall depot satisfaction has been reflected in major declines in satisfaction with our drivers (efficiency as well as friendliness & helpfulness) and with order accuracy.
National Depot Satisfaction (July Vs Aug 2012 %)
Overall satisfaction with delivery service
Drivers are friendly & helpful
Drivers are efficient
Condition of goods when arrive
Always deliver products ordered
Score*:
+66
+49
+72
+60
+67
+53
+54
+47
+47
+35
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews.
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

34. National Telesales Satisfaction (July Vs Aug 2012 %)
National – Telesales / Customer Satisfaction
There have been significant declines also in overall satisfaction with our telesales / customer service, and product availability …
National Telesales Satisfaction (July Vs Aug 2012 %)
Overall satisfaction with Telesales/Customer service
Products always available when ordering
Score*:
+74
+59
+44
+34
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews.
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

35. National Product Satisfaction (July Vs Aug 2012 %)
Satisfaction with product quality and value for money have not declined as steeply.
National Product Satisfaction (July Vs Aug 2012 %)
Brakes offers the right quality of products for your business
Brakes products are value for money
Score*:
+40
+39
+27
+19
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews.
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

36. Woodward Depot Satisfaction (July Vs Aug 2012 %)
The majority of Woodward customers continue to be extremely satisfied with all aspects of our delivery service with the sole exception of order accuracy.
Woodward Depot Satisfaction (July Vs Aug 2012 %)
Overall satisfaction with delivery service
Drivers are friendly & helpful
Drivers are efficient
Always deliver products ordered
Condition of goods when arrive
Score*:
+57
+52
+70
+59
+61
+52
+32
+29
+57
+47
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews.
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

37. Woodward Telesales Satisfaction (July Vs Aug 2012 %)
Overall satisfaction with telesales has remained very positive this month.
Woodward Telesales Satisfaction (July Vs Aug 2012 %)
Overall satisfaction with Telesales service
Kept up to date about relevant promotions
Products always available when ordering
Always suggest relevant products
Score*:
+73
+67
+52
+57
+38
+40
+39
+44
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews.
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

38. Woodward Product Satisfaction (July Vs Aug 2012 %)
Overall satisfaction with product quality remains positive this month but satisfaction with the range of products has declined significantly.
Woodward Product Satisfaction (July Vs Aug 2012 %)
Woodward offers the right quality of products for your business
Woodward’s range of products is right for your business
Woodward products are value for money
Score*:
+51
+46
+52
+36
+26
+26
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews.
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

39. Corporate Depot Satisfaction (July Vs Aug 2012 %)
Overall satisfaction among Corporate customers with the delivery service has increased following the departure of Aramark and significantly so in terms of the condition of goods on arrival.
Corporate Depot Satisfaction (July Vs Aug 2012 %)
Overall satisfaction with delivery service
Drivers are friendly & helpful
Drivers are efficient
Always deliver products ordered
Condition of goods when arrive
Score*:
+21
+29
+53
+53
+44
+40
+10 +9
+30
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews.
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

40. Corporate Telesales Satisfaction (July Vs Aug 2012 %)
Telesales / Customer Satisfaction
While overall satisfaction with Telesales / customer service remains positive, the product availability score which remains a strong negative with more than twice as many customers rating it 0-6 compared with those rating it 9 or 10.
Corporate Telesales Satisfaction (July Vs Aug 2012 %)
Overall satisfaction with Telesales/Customer service
Products always available when ordering
Score*:
+42
+35
-24
-21
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews.
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

41. Ecommerce Satisfaction (July Vs Aug 2012 %)
Corporate –
Ecommerce Satisfaction
Half the Corporate customers ordering via the website are extremely satisfied with how easy the site is to use, but opinions are more divided in respect to being kept up to date about relevant promotions.
Ecommerce Satisfaction (July Vs Aug 2012 %)
Kept up to date about relevant promotions
E-ordering site easy to use when ordering
Score*: +2 -5
+35
+41
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews.
Data = all who order via website *Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

42. Corporate Product Satisfaction (July Vs Aug 2012 %)
Scores for the quality of the products on offer show a mixed response, but there has been a significant improvement in satisfaction with the range of products.
Corporate Product Satisfaction (July Vs Aug 2012 %)
Offers the right quality of products for your business
Range of products is right for your business
Score*: +2 +8 +9
+25
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews.
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

43. Reasons for giving a ‘low rating (0 to 4)
NPS – Drivers for detractors
This month we probed in more detail as to the reasons for providing a low NPS. In terms of line positions, the main concerns are with pricing issues & errors, delivery day / time issues and order accuracy
Reasons for giving a ‘low rating (0 to 4)
(Aug 2012)
Source of Data: Facts International/Brakes customer interviews

44. Reasons for giving a ‘low rating (0 to 4)
NPS – Drivers for detractors
… while for the Head Office and product functions, the main concern was regarding the quality of Brakes brand products.
Reasons for giving a ‘low rating (0 to 4)
(Aug 2012)
Source of Data: Facts International/Brakes customer interviews

45. Satisfaction with Depots (June-Aug 2012 %)
NPS & Satisfaction targets for – move to back Premier Park
Customers of Premier Park continue to provide significantly lower ratings in terms of NPS and overall delivery service than customers of other depots …
Satisfaction with Depots (June-Aug 2012 %)
NPS Score*: -3
+15
+23
Satisfaction Score*:
+17
+41
+49
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

46. Premier Park vs. All Depots (June-Aug 2012 %)
Premier Park Vs All Depot Average
Premier Park customers provided significantly lower scores on the individual service factors than did customers of other depots. The strengths at Premier Park lie in their drivers and condition of goods when they arrive, while accuracy of products delivered compared to what was ordered remains a relative weakness.
Premier Park vs. All Depots (June-Aug 2012 %)
Overall service
Drivers are friendly & helpful
Drivers are efficient
Condition of goods when arrive
Always deliver products ordered
Score*:
+17
+49
+39
+64
+23
+58
+37
+50 +1
+30
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

47. Question & bases Slide Question & bases 3
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? Aug: Total (1,208), Independent (626), National (325), Woodward (146), Corporate (111). June-Aug: Total (3,794), Independent (1,878), National (968), Woodward (472), Corporate (476) 4
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? Aug: Total (1,208), July: Total (1,307), June: Total: (1,279), May: Total (1,372), April: Total (1,242). March: Total (1,090). June-Aug: Total (3,794)
Q2b: Reason for high rating? Aug: Total (341)
Q2b: Reason for low rating? Aug: Total (55) 5
Alerts. Aug: Total (396), Independent (219), Scotland (46), West (51), East (69), North (53), National (97), Woodward (57), Corporate (23), Sales (22), Telesales (43), Operations (56), Head Office (1), Other (23), Products (84), Overall Service (166), Ecommerce (0) 6
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? Aug: Independent (626). July: Independent (624).
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? Aug: Independent (620). July: Independent (620).
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..? Q4.4: Telesales service? Aug: Independent (586). July: Independent (620).
Q6a: Now thinking about your area sales rep, how satisfied are you that your sales rep suggests products & ideas that help you grow your business? Aug: Independent (213). July: Independent (296).
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…? Q7.3: Value for money? Aug: Independent (621). July: Independent (615).

48. Question & bases Slide Question & bases 7
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? Aug: National (325). July: National (322)
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? Aug: National (326). July: National (322).
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..? Q4.4: Telesales service? Aug: National (271), July: National (300).
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…? Q7.3: Value for money? Aug: National (316). July: National (313). 8
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? Aug: Woodward (146). July: Woodward (150).
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? Aug: Woodward (150). July: Woodward (150).
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..? Q4.4: Telesales service?: Aug: Woodward (146). July: Woodward (143)
Q6a: Now thinking about your area sales rep, how satisfied are you that your sales rep suggests products & ideas that help you grow your business?: Aug: Woodward (55). July: Woodward (58)
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…? Q7.3: Value for money? Aug: Woodward (149). July: Woodward (137). 9
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? Aug: Corporate (111). July: Corporate (211).
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? Aug: Corporate (102). July: Corporate (207).
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..? Q4.4: Telesales service?: Aug: Corporate (97). July: Corporate (100).

49. Question & bases Slide Question & bases 11
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? June-Aug: Premier Park (190), South Depots (1,456), All Depots (3,794)
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? June-Aug: Premier Park (188), South Depots (1,443), All Depots (3,771) 12
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10?
June-Aug: Premier Park (190), South Depots (1,456), All Depots (3,794)
May-July: Premier Park (154), South Depots (1,521), All Depots (3,958)
April-June: Premier Park (152), South Depots (1,471), All Depots (3,893)
March-May: Premier Park (158), South Depots (1,447), All Depots (3,849)
Feb-April: Premier Park (167), South Depots (1,488), All Depots (3,964)
Jan W2-March: Premier Park (201), South Depots (1,673), All Depots (3,927)
Jan W1-Feb: Premier Park (178), South Depots (1,625), All Depots (3,831)
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service?
June-Aug: Premier Park (188), South Depots (1,443), All Depots (3,771)
May-July: Premier Park (153), South Depots (1,511), All Depots (3,944)
April-June: Premier Park (152), South Depots (1,459), All Depots (3,884)
March-May: Premier Park (161), South Depots (1,441), All Depots (3,852)
Feb-April: Premier Park (170), South Depots (1,485), All Depots (3,971)
Jan W2-March: Premier Park (204), South Depots (1,663), All Depots (3,923)
Jan W1-Feb: Premier Park (178), South Depots (1,609), All Depots (3,811)

50. Question & bases Slide Question & bases 17
Q6a: Now thinking about your area sales rep, how satisfied are you …
Q6a.1: that your sales rep suggests products & ideas that help you grow your business? Aug: Independent & Woodward A, B & C (268), Independent (213), Woodward (55), A band (43), B band (87), C band (138)
Q6a.2: that the meeting was a good use of your time? Aug: Independent & Woodward A, B & C (283), Independent (225), Woodward (58)
Q6a.3: that the rep / ASM followed up any actions agreed at the meeting? Aug: Independent & Woodward A, B & C (269), Independent (215), Woodward (54)
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…
Q7.1: Quality products? Aug: Independent & Woodward (776), Independent (626), Woodward (150)
Q7.2: Range of products? Aug: Independent & Woodward (775), Independent (627), Woodward (148)
Q7.3: Value for money? Aug: Independent & Woodward (770), Independent (621), Woodward (149) 18
Q6ai. Thinking of the last time your saw your rep/ASM, what was the main purpose of the visit? Aug: Independent & Woodward A, B & C (489); A band (71), B band (192), C band (226) 19
Q5: Now thinking about the delivery service how satisfied are you with?
Q5.1: Friendly & helpful? June-Aug: Total (3,681), South Depots (1,405), North Depots (2,276)
Q5.2: Efficient? June-Aug : Total (3,710), South Depots (1,414), North Depots (2,296)
Q5.3: Deliver products ordered? June-Aug : Total (3,758), South Depots (1,437), North Depots (2,321)
Q5.4: Condition of goods? June-Aug : Total (3,761), South Depots (1,438), North Depots (2,323)
Q5.5: Delivery Service? June-Aug : Total (3,771), South Depots (1,443), North Depots (2,328)

51. Question & bases Slide Question & bases 20
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? May-July Independents Only: Bodelwyddan (46), Coventry (147), Dundee (65), Durham (37), Glasgow (58), Hemsworth (40), Leeds (36), Manchester (141), Montgomery (49), Motherwell (80), Peterlee (36), Runcorn (61), Tamworth (80), Thetford (50)
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? June-Aug Independents Only: Bodelwyddan (40), Coventry (107), Dundee (85), Durham (61), Glasgow (65), Hemsworth (52), Leeds (49), Manchester (133), Montgomery (57), Motherwell (50), Peterlee (37), Runcorn (42), Tamworth (84), Thetford (55) 21
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? May-July Independents Only: Aylesford (150), Bodmin (53), Brighton (49), Bristol (123), Chelmsford (64), Eastleigh (98), Highbridge (110), Premier Park (88), Swindon (53), Thorpe (107), Reading (65)
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? June-Aug Independents Only: Aylesford (132), Bodmin (58), Brighton (40), Bristol (102), Chelmsford (73), Eastleigh (102), Highbridge (79), Premier Park (108), Swindon (59), Thorpe (90), Reading (27) 22
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? June-Aug: Bodelwyddan (137), Coventry (252), Dundee (193), Durham (102), Glasgow (193), Glasgow Woodward (38), Hemsworth (117), Inverness (152), Leeds (130), Manchester (257), Montgomery (81), Motherwell (161), Newark (53), Peterlee (60), Runcorn (134), Tamworth (186), Thetford (73)
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? June-Aug: Bodelwyddan (135), Coventry (256), Dundee (194), Durham (104), Glasgow (195), Glasgow Woodward (38), Hemsworth (116), Inverness (151), Leeds (133), Manchester (260), Montgomery (80), Motherwell (157), Newark (54), Peterlee (60), Runcorn (138), Tamworth (186), Thetford (71) 23
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? June-Aug: Aylesford (196), Bishops Stortford (84), Bodmin (62), Brighton (47), Bristol (204), Chelmsford (96), Eastleigh (123), Highbridge (118), Premier Park (188), Swindon (87), Thorpe (199), Reading (39)
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? June-Aug: Aylesford (195), Bishops Stortford (85), Bodmin (63), Brighton (47), Bristol (205), Chelmsford (97), Eastleigh (122), Highbridge (118), Premier Park (190), Swindon (87), Thorpe (208), Reading (39)

52. Question & bases Slide Question & bases 24
Q5: Now thinking about the delivery service how satisfied are you with?
Q5.1: Friendly & helpful? June-Aug: Premier Park (181), Montgomery (77)
Q5.2: Efficient? June-Aug: Premier Park (182), Montgomery (81)
Q5.3: Deliver products ordered? June-Aug: Thorpe (199), Motherwell (160)
Q5.4: Condition of goods? June-Aug: Thorpe (199), Glasgow Woodward (38)
Q5.5: Delivery Service? June-Aug: Premier Park (188), Montgomery (81) 25
Q5.3: Deliver products ordered? June-Aug: Premier Park (187), Montgomery (81)
Q5.4: Condition of goods? June-Aug: Premier Park (188), Montgomery (81) 26
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..?
Q4.1: Suggest relevant products? June-Aug: Independent & Woodward (2,185), Independent (1,753), Woodwards (432)
Q4.2: Relevant promotions? June-Aug: Independent & Woodward (2,197), Independent (1,766), Woodwards (431)
Q4.3: Available when ordering? June-Aug: Independent & Woodward (2,283), Independent (1,821), Woodwards (462)
Q4.4: Telesales service? June-Aug: Independent & Woodward (2,277), Independent (1,817), Woodwards (460) 27
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..? Q4.4: Telesales service? June-Aug: Ashford Independent (74), Brighton (191), Bristol (183), Broxburn (53), Chelmsford (200), Deeside (397), Durham (94), Glasgow (171), Glasgow Woodward (63), Hemsworth (102), Highbridge (103), Leeds (69), Runcorn Independent (136), Swindon (199), Tamworth Independent (164), Thorpe (78)
Q1: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? June-Aug: Ashford Independent (76), Brighton (193), Bristol (186), Broxburn (55), Chelmsford (203), Deeside (409), Durham (94), Glasgow (171), Glasgow Woodward (63), Hemsworth (102), Highbridge (103), Leeds (69), Runcorn Independent (137), Swindon (198), Tamworth Independent (166), Thorpe (78)

53. Question & bases Slide Question & bases 28
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..?
Q4.1: Suggest relevant products? June-Aug: Leeds (66), Thorpe (71)
Q4.2: Relevant promotions? June-Aug: Leeds (67), Thorpe (73)
Q4.3: Available when ordering? June-Aug: Glasgow (171), Thorpe (78)
Q4.4: Telesales service? June-Aug: Leeds (69), Thorpe (78) 29
Q4.3: Available when ordering? June-Aug: Leeds (69), Thorpe (78) 30
Q6b. Have you had an issue with Brakes over the past 3 months...? Aug: Independent & Woodward (486); Independent (414), Woodward (72)
Q6c. Brakes resolved the issue satisfactorily? Aug: Independent & Woodward (202); Independent (173), Woodward (29)
Q1 by Q6c: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? Aug: Independent & Woodward: Extremely Satisfied 9 & 10 (55), Satisfied 7-8 (55), Least satisfied 0-6 (91)
Q8 by Q6c: Over the next three months, do you expect the value of the orders you place with Brakes will… Aug: Independent & Woodward: Extremely Satisfied 9 & 10 (55), Satisfied 7-8 (53), Least satisfied 0-6 (90) 31
Q6b. Have you had an issue with Brakes over the past 3 months...? Aug: Corporate (110)
Q6c. Brakes resolved the issue satisfactorily? Aug: Corporate (64)
Q1 by Q6c: How likely would you be to recommend BRAKES to a friend or colleague in the hospitality industry on a scale of 0 to 10? Aug: Corporate: Extremely Satisfied 9 & 10 (11), Satisfied 7-8 (17), Least satisfied 0-6 (36)
Q8 by Q6c: Over the next three months, do you expect the value of the orders you place with Brakes will… Aug: Corporate: Extremely Satisfied 9 & 10 (11), Satisfied 7-8 (16), Least satisfied 0-6 (36)

54. Question & bases Slide Question & bases 32
Q6bii What was the issue? Aug: Independent & Woodward Bands A, B and C only (209); Corporate (64) 33
Q6d Why do you say that? Aug: Independent & Woodward Bands A, B and C only & Corporate customers who gave a rating between 0 and 4 for satisfaction with resolution of their issue – Independent & Woodward (44); Corporate (22) 34
Q5: Now thinking about the delivery service how satisfied are you with?
Q5.1: Friendly & helpful? Aug: National (315), July: National (313)
Q5.2: Efficient? July: Aug: National (320), July: National (314),
Q5.3: Deliver products ordered? Aug: National (325), July: National (323)
Q5.4: Condition of goods? Aug: National (325), July: National (323)
Q5.5: Delivery Service? Aug: National (326), July: National (322)

55. Question & bases Slide Question & bases 35
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..?
Q4.3: Available when ordering? Aug: National (273), July: National (303)
Q4.4: Telesales service? Aug: National (271), July: National (300) 36
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…?
Q7.1: Quality products? Aug: National (322), July: National (325)
Q7.3: Value for money? Aug: National (316), July: National (313) 37
Q5: Now thinking about the delivery service how satisfied are you with?
Q5.1: Friendly & helpful? Aug: Woodward (147). July: Woodward (149).
Q5.2: Efficient? Aug: Woodward (147). July: Woodward (150).
Q5.3: Deliver products ordered? Aug: Woodward (148). July: Woodward (150).
Q5.4: Condition of goods? Aug: Woodward (150). July: Woodward (150).
Q5.5: Delivery Service? June: Woodward (150). July: Woodward (150). 38
Q4.1: Suggest relevant products? Aug: Woodward (145). July: Woodward (135).
Q4.2: Relevant promotions? Aug: Woodward (145). July: Woodward (135).
Q4.3: Available when ordering? Aug: Woodward (147). July: Woodward (144).
Q4.4: Telesales service? Aug: Woodward (146). July: Woodward (143). 39
Q7.1: Quality products? Aug: Woodward (150). July: Woodward (149).
Q7.2: Range of products? Aug: Woodward (148). July: Woodward (145).
Q7.3: Value for money? Aug: Woodward (149). July: Woodward (137).

56. Question & bases Slide Question & bases 40
Q5: Now thinking about the delivery service how satisfied are you with?
Q5.1: Friendly & helpful? Aug: Corporate (98) July: Corporate (201),
Q5.2: Efficient? Aug: Corporate (99). July: Corporate (204)
Q5.3: Deliver products ordered? Aug: Corporate (101), July: Corporate (206)
Q5.4: Condition of goods? Aug: Corporate (101), July: Corporate (205)
Q5.5: Delivery Service? Aug: Corporate (102), July: Corporate (207) 41
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..?
Q4.3: Available when ordering? Aug: Corporate (98), July: Corporate (102).
Q4.4: Telesales service? Aug: Corporate (97). July: Corporate (100). 42
Q4.2: Relevant promotions? Aug: Corporate (79), July: Corporate (78).
Q4.5: E-ordering site easy to use? Aug: Corporate (89), July: Corporate (83). 43
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…?
Q7.1: Quality products? Aug: Corporate (107), July: Corporate (203).
Q7.2: Range of products? Aug: Corporate (104), July: Corporate (199).
44&45
Q2b: Reason for low rating? Aug (55) 46
Q5.1: Friendly & helpful? June-Aug: Premier Park (181), All Depots (3,681)
Q5.2: Efficient? June-Aug: Premier Park (182), All Depots (3,710)
Q5.3: Deliver products ordered? June-Aug: Premier Park (187), All Depots (3,758)
Q5.4: Condition of goods? June-Aug: Premier Park (188), All Depots (3,761)
Q5.5: Delivery Service? June-Aug: Premier Park (188), All Depots (3,771)