1. NPS Survey Results for May 2012
Brakes broadline & Woodward

2. Summary
The NPS in May was +23, which is significantly lower than the +30 recorded last month. Factors that have contributed to this include:
Corporate customers, who have been included for the first time this month. Their NPS is significantly lower than that of Woodward, Independents and Nationals
National; their NPS has significantly declined this month from +49 to +32However, overall satisfaction with our delivery service remains positive at +56.
Depot satisfaction varies from +24 for Premier Park to +71 for Motherwell
Premier Park scores significantly below average for all key delivery service elements
National customers are particularly positive about order accuracy (+48), and significantly more so than Independents (+36), Woodward (+34) & Corporate customers (+6).
Overall Satisfaction with telesales is +61, slightly above that of depot overall satisfaction.
Telesales satisfaction varies by depot from +30 for Ashford Independent to +80 for Runcorn National and Motherwell National
National customers are significantly more satisfied with product availability while Woodward customers are significantly more satisfied that they receive promotional updates and that relevant products are suggested.

3. NPS – Latest Wave & YTD
The NPS for May was +23 significantly down from +30 last month. Corporate customers were interviewed for the first time this month & recorded a significantly lower NPS than all other customers (+2) while National customers recorded a significant decline (from +49 to +32), both of which contributed to the overall change in NPS.
Net Promoter® Score (May 2012 %)
Net Promoter® Score (March–May 2012 %)
NPS:
+23
+19
+32
+38 +2
NPS:
+29
+21
+46
+34 +2
Source of Data: Facts International/Brakes customer interviews
Data = Independent, National, Woodward & Corporate

4. NPS – Drivers for promoters & detractors
The decrease in the NPS this month (from +30 to +23) is statistically significant. Promoters continue to give overall satisfaction with our products & service as their main reason for endorsement. Detractors are still most likely to mention price as an issue, although the proportion mentioning this has fallen significantly since March (from 40% to 19%).
Net Promoter® Score (%)
Net Promoter® Score (%)
NPS:
+23
+29
Reasons for giving a ‘high rating (10)’ (May 2012 %)
Reasons for giving a ‘low rating (0 to 4)’ (May 2012%)
Source of Data: Facts International/Brakes customer interviews All data = Independent, National, Woodward & Corporate

5. Alerts (number of in May 2012) Alerts (number of in May 2012)
NPS - alerts
The proportion of ‘red’ alerts has increased since last month (5.4% v 3.5% in April). All areas of the business saw an increase in the proportion of red alerts – including those where the sample profile was unchanged :- Independents 4.8% to 6.3% in May; Woodward 2.7% to 3.3% and National where the sample profile changed 0.9% to 3.1%. For the first time Corporate was 8.4%.
Alerts (number of in May 2012)
Alerts (number of in May 2012) 6 26 16 62 29
240
379
208 29 55 83 41 97 50 24 18 10 19 3 23 1 1 75 49 7 8 26 8 10 5 11
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. Brakes Independent Summary (April Vs May 2012 %)
The NPS for Independents is +19, slightly, but not significantly, below that recorded last month. A majority are extremely satisfied with their delivery and telesales service. However, while there has been a significant improvement in the perceptions of “products’ value for money”, there has been a significant decline in perceptions that our sales reps “suggest products and ideas to help them grow their business”.
Brakes Independent Summary (April Vs May 2012 %)
NPS
Overall satisfaction with Brakes' delivery service
Overall service provided by Brakes telesales team
Sales rep suggest products & idea that grow my business
Products are value for money
Score*:
+22
+19
+51
+54
+54
+51
+12 +1
+13
+20
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

7. National Summary (April Vs May 2012 %)
There has been a significant decline in the NPS for National this month (+32 v +49 in April) as well as significant declines in perceptions of the “overall service from the telesales” team and perceptions that our “products are value for money”. A contributory factor to this movement will be an increase in variety of customer types included within the survey.
National Summary (April Vs May 2012 %)
NPS
Overall Satisfaction with Brakes’ delivery service
Overall service provided by Brakes telesales team
Products are value for money
Score*:
+49
+32
+62
+55
+80
+70
+36
+25
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
Overall service provided by Brakes telesales team = excludes those ordering via website
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

8. Woodward Summary (April Vs May 2012 %)
Woodward customers generated a positive NPS (+38) this month. While the month-on-month increase in NPS is not significant, the increase in overall satisfaction with our delivery service is significant.
Woodward Summary (April Vs May 2012 %)
NPS
Overall satisfaction with Brakes' delivery service
Overall service provided by Brakes telesales team
Sales rep suggest products & idea that grow my business
Products are value for money
Score*:
+29
+38
+44
+60
+62
+68
+44
+34
+26
+29
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

9. National Summary (April Vs May 2012 %)
Corporate - Summary
This is the first month we have surveyed Corporate customers (100 compass, and 31 Aramark/Orchid/Hilton). Their NPS is significantly lower at +2) than that of Independents, Nationals and Woodward. However, Corporate customers are more positive about our delivery and telesales services than their likelihood to recommend us to others.
National Summary (April Vs May 2012 %)
NPS
Overall Satisfaction with Brakes’ delivery service
Overall service provided by Brakes telesales team
Score*: +2
+36
+41
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
Overall service provided by Brakes telesales team = includes those ordering via website
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

10. NPS Roll-Out & Update

11. Roll-out of NPS – Progress in May
NPS review & training sessions
Operations - Completed (Mar)
Independents - Completed April
Nationals – One team outstanding (PB)
Woodward – Completed March
Purchasing – Completed April
Wider base of National customers
As highlighted last month, we continue to increase the number of customers included within the sample base
This process will continue into the next wave of telephone surveys
Inclusion of Corporate from May
Compass, Aramark, Hilton, & Orchid
M&B HO reluctant to participate
Added complexity due to differing oder capture processes
“Going for gold” incentive
Implementation end of June
Article in “Brakes People”
A5 flyers to distribution and telesales staff with June payslip
Materials to launch incentive in depots & sales centres under development
Details of incentive for distribution agreed with NS
Telesales incentive in development

12. NPS – Data Into Action

13. Satisfaction with Depots (March-May 2012 %)
NPS & Satisfaction targets for Premier Park
Customers of Premier Park continue to provide considerably lower ratings in terms of NPS and overall delivery service than customers of other depots.
Satisfaction with Depots (March-May 2012 %)
NPS Score*: +5
+20
+29
Satisfaction Score*:
+22
+50
+56
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
All data = Independent, National, Woodward & Corporate
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

14. Overall satisfaction score with Brakes delivery service
NPS & Satisfaction targets for Premier Park
Variance against the Southern depot average on both measures has improved from last month due to the fact that Premier Park did not decline as steeply as the other depots in the region. The NPS is -2%pt down against last period, but is now only 15%pts below the Southern depot average (vs. 18%pts last month).Delivery Satisfaction: -2%pt decline on last month but variance to Southern depot average now 28%pts (vs. 30% pts last month).
NPS
Overall satisfaction score with Brakes delivery service
All depot average Mar-May 2012: 56
All South depot average Mar-May 2012: 50
All depot average Mar-May 2012: 29
All South depot average Mar-May 2012: 20
Rolling 3 periods
Rolling 3 periods

15. Premier Park vs. All Depots (March-May 2012 %)
Premier Park Vs All Depot Average
Premier Park customers also 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 (March-May 2012 %)
Overall service
Drivers are friendly & helpful
Drivers are efficient
Condition of goods when arrive
Always deliver products ordered
Score*:
+22
+56
+43
+69
+28
+62
+31
+57 +3
+37
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
All data = Independent, National, Woodward & Corporate
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

16. Appendix

17. Contents Slides Net Promoter® Score (NPS) 3 to 4 Alerts 5
Customer summary
6 to 9
Introduction 19
Satisfaction with service aspects
Sales & Products 20
Depot
21 to 24
Telesales
25 to 27
Spotlight: Issues 28
Future Intentions
29 to 31
Nationals
32 to 34
Woodwards
35 to 37
Corporate
38 to 40
Appendices
41 to 48

18. 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
May 2012
April 2012
March 2012
Interview dates
15th May to 28th May
19th April to 2nd May
20th March to 3rd April
Total
1,383
1,252
1,250
Which is the sum of…
Independent
773
774
754
National
327
328
348
Woodward
152
150
148
Corporate
131
n/a

19. Sales and Products Satisfaction
Within Independents & Woodward, customer satisfaction with ASM call effectiveness is considerably higher for band B customers (score +14) than for bands A & C customers (score 0 and +3 respectively). National and Woodward customers are significantly more positive about our products ‘value for money’ than are Independents.
Satisfaction with… (May 2012 %)
Score* with… (May 2012)
Extremely dissatisfied
Extremely satisfied
Independent
National
Woodward
Corporate
Score*
SALES (INDEPENDENT & WOODWARD A to C CLIENTS ONLY)* +6 +1
+34
Score* band A = 0; band B = +14; band C = +3
+45
+49
+29
+ 43
PRODUCTS
+41
+36
+49
+10
+ 38
+19
+26
+30
+ 22
*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 & Corporate / Data = Independent, National, Woodward & Corporate / Data = Independent, National & Woodward

20. Depot Satisfaction – Service Factors
Our drivers are rated positively by customers, in terms of their helpfulness, friendliness and efficiency. National customers are significantly more positive about order accuracy (+48) than Independents (+36), Woodward (+34) & Corporate customers (+6).
Satisfaction with Delivery for… (March-May 2012 %)
Score* with… (March-May 2012)
Extremely dissatisfied
Extremely satisfied
North
South
Score*
+69
+70
+65
+65
+58
+62
+57
+59
+54
+56
+59
+50
+37
+40
+34
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Source of Data: Facts International/Brakes customer interviews
All data = Independent, National, Woodward & Corporate

21. Satisfaction with Northern Depots (March-May 2012 %)
Depot Satisfaction - North
Satisfaction with overall service is significantly more positive in the North (59%), than the South (50%). Motherwell, Montgomery, Bodelwyddan and Manchester are rated significantly higher than average, while Leeds, Glasgow and Inverness are significantly below average.
Significantly above average
Significantly below average
Satisfaction with Northern Depots (March-May 2012 %)
NPS:
+23
+24
+41
+22
+32
+32
+28
+25
+30
+36
+39
+42
+35
+46
+41
+40
+32
Score*:
+47
+47
+50
+53
+53
+53
+54
+55
+56
+58
+62
+65
+66
+68
+69
+70
+71
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
All data = Independent, National, Woodward & Corporate
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

22. Satisfaction with Southern Depots (March-May 2012 %)
Depot Satisfaction - South
While overall satisfaction is positive across south depots, only Chelmsford and Highbridge received significantly above average scores, while Premier Park, Reading and Bristol were significantly below average …
Significantly below average
Significantly above average
Satisfaction with Southern Depots (March-May 2012 %)
NPS: +5 +8
+21
+16
+21
+14
+33
+20
+30
+24
+13
+23
+34
Score*
+22
+27
+40
+43
+46
+53
+55
+58
+59
+60
+64
+64
+69
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
All data = Independent, National, Woodward & Corporate
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

23. Highest & Lowest Depots based on Score* (March-May 2012 %)
Depot Satisfaction – Comparing Best & Worst
… and while Premier Park scores the lowest for all other key service elements, Motherwell and Montgomery were the highest performing depots for specific service aspects. Customer perceptions vary the most by depot when considering order accuracy & driver efficiency.
Highest & Lowest Depots based on Score* (March-May 2012 %)
Overall service
Drivers are friendly & helpful
Drivers are efficient
Condition of goods when arrive
Always deliver products ordered
Score*:
+22
+71
+43
+89
+28
+88
+31
+77 +3
+62
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
All data = Independent, National, Woodward & Corporate
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

24. Telesales Satisfaction – Service Factors
While most customers are positive about Telesales, there are some significant differences by business on specific aspects of service; National customers provide significantly higher scores for product availability while Woodward customers provide significantly higher scores for promotional updates and receiving relevant product suggestions.
Satisfaction with Telesales for… (March-May 2012 %)
Telesales Score* for… (March-May 2012)
Extremely dissatisfied
Extremely satisfied
Score*
Independent
National
Woodward
Corporate**
+53
+78
+64
+11
+ 61
+ 44
+44
+50
+ 35
+28
+53
+25
+11
+ 33
+30
+42
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
** Caution: Corporate data based on fewer than 10 respondents
Source of Data: Facts International/Brakes customer interviews
Data = Independent, National, Woodward & Corporate / Data = Independent & Woodward / All data (except ‘relevant products’ = Excludes those ordering via website)

25. Satisfaction with Telesales Teams (March-May 2012 %)
Telesales Satisfaction – By Sales Centre
Overall satisfaction is positive for each of our telesales teams. Broadly speaking the NPS mirrors the satisfaction rating. However for Leeds there is a marked difference between the NPS score and the overall level of satisfaction with telesales
Significantly above average
Significantly below average
Satisfaction with Telesales Teams (March-May 2012 %)
NPS: -3
+14
+20
+18
+17
+23
+22
+20
+29
+21
+33
+33
+35
+38
+30
+39
+20
+40
+52
+51
Score*
+30
+44
+46
+47
+48
+50
+52
+53
+54
+54
+59
+61
+65
+66
+67
+72
+73
+75
+80
+80
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
All data = Independent, National, Woodward & Corporate (Excludes those ordering via website)

26. Highest & Lowest Telesales Centre based on Score* (March-May 2012 %)
Telesales Satisfaction – Comparing Best & Worst
No single telesales team sets the standard across all four key service deliverables. After overall satisfaction, product availability has the widest differential in customer opinion between the teams. Ashford Independent customers are the least positive about their team than are customers of other teams on all three service aspects covered in the survey.
Highest & Lowest Telesales Centre based on Score* (March-May 2012 %)
Overall service
Kept up to date about relevant promotions
Products always available when ordering
Always suggest relevant products
Score*:
+80
+30
+53
+22
+60
+15
+46
+11
Extremely satisfied
Extremely dissatisfied
Source of Data: Facts International/Brakes customer interviews
Data = Independent, National, Woodward & Corporate / Data = Independent, National, Woodward / All data = excludes those ordering via website
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

27. Brakes: Customer Service – Resolving Problems & Issues
Just over two in five customers have had an issue with us in the past six months. Customers within the ‘West’ and ‘East’ are more likely to have had an issue than customers from other areas. As has been reported before, customers who have had an issue generate a lower NPS and are more likely to claim the value of their orders with us will decrease in the future.
Had an issue in the past 6 months (May 2012 %)
Had an issue in the past 6 months (May 2012 %)
NPS by issue (May 2012 %)
Future Intentions by issue (May 2012 %)
- 7
+42
NPS:
Source of Data: Facts International/Brakes customer interviews. All data = Independent

28. Brakes: Share of Wallet & Future Spend Intentions
Approximately two in five customers claim we account for at least 60% of their SoW. The NPS for these customers is higher than for customers who spend 20% or less of their food business with us. 29% of our customers claim they will increase their spend with us and they generate a higher NPS than the 10% of customers who expect their spend to decrease.
Value of orders (May 2012 %)
Brakes Share of Wallet (May 2012 %)
Brakes share of wallet
Key: Figures in white box are NPS; figures outside pie are % of customers who are in each share of wallet band
+39
+39
+14
+32
-19
Value of orders among 0-20% (May 2012%)
NPS by future intentions (May 2012 %)
NPS:
- 9
+ 21
+ 37
+11
-13
-71
Key: Figures in white box are NPS; figures outside pie are % value of order among customers in lowest share of wallet band
Source of Data: Facts International/Brakes customer interviews. All data = Independent & National

29. Woodward: Share of Wallet & Future Spend Intentions
Just over one in three customers claim we account for at least 60% of their SoW. The NPS for these customers is higher than for customers who spend 20% or less of their food business with us. 33% of our customers claim they will increase their spend with us and they generate a higher NPS than the 12% of customers who expect their spend to decrease.
Brakes Share of Wallet (May 2012 %)
NPS by future intentions (May 2012 %) -6
+ 32
+ 56
Brakes share of wallet
NPS:
+44
+48
+45
+57
-12
Key: Figures in white box are NPS; figures outside pie are % of customers who are in each share of wallet band
Source of Data: Facts International/Brakes customer interviews. All data = Woodward

30. Corporate: Share of Wallet & Future Spend Intentions
Approximately five in every six customers claim we account for at least 80% of their SoW. The NPS for these customers is +8. Corporate customers are very divided about their future spend with us: 22% claim they will increase their spend with us (and they generate a much higher NPS than other customers) while a similar proportion, 23%, expect their spend to decrease.
Brakes Share of Wallet (May 2012 %)
NPS by future intentions (May 2012 %)
-17
+ 1
+21
Brakes share of wallet
NPS: +8
Key: Figures in white box are NPS; figures outside pie are % of customers who are in each share of wallet band
N.B Base too low to report NPS on bands below %.
Source of Data: Facts International/Brakes customer interviews. All data = Corporate

31. National vs. Independent (May 2012 %)
National - Depot Satisfaction
Last month, satisfaction with overall delivery service, order accuracy and drivers friendliness & helpfulness were rated more positively among our National than our Independent customers … but that is not the case this month where the only significant differential is in respect to the condition of goods on arrival.
National vs. Independent (May 2012 %)
Overall satisfaction with delivery service
Drivers are friendly & helpful
Drivers are efficient
Condition of goods when arrive
Always deliver products ordered
Score*:
+55
+54
+66
+65
+60
+62
+47
+58
+35
+34
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

32. National vs. Independent (May 2012 %)
National - Telesales Satisfaction
National customers remain significantly more positive about our telesales service than Independent customers, even though there has been a significant decline this month in the National scores on these matters (see figures in brackets) …
National vs. Independent (May 2012 %)
Overall satisfaction with Telesales service
Products always available when ordering
Score*:
+70
(April: +80)
+51
(April: +54)
+39
(April: +56)
+28
(April: +29)
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
National = excludes those ordering via website

33. National vs. Independent (May 2012 %)
National - Product Satisfaction
The differential in scores has narrowed considerably between Nationals and Independents in respect to offering the right quality of products & their value for money. This is mainly due to a significant decline this month in the National scores.
National vs. Independent (May 2012 %)
Brakes offers the right quality of products for your business
Brakes products are value for money
Score*:
+36
(April: +50)
+41
(April: +40)
+25
(April: +36)
+20
(April: +13)
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10

34. Woodward vs. Brakes (May 2012 %)
Woodward - Depot Satisfaction
Last month Woodward customers were less positive about all delivery aspects than Brakes customers; this is no longer the case, as there are no significant differences in the scores between Woodward and Independent customers on any of these service elements…
Woodward vs. Brakes (May 2012 %)
Overall satisfaction with delivery service
Drivers are friendly & helpful
Drivers are efficient
Always deliver products ordered
Condition of goods when arrive
Score*:
+60
+54
+69
+66
+63
+62
+38
+34
+57
+55
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Brakes = Independent & National

35. Woodward vs. Brakes (May 2012 %)
Woodward - Telesales Satisfaction
In respect to telesales, Woodward customers are more positive about all these service elements compared with Brakes customers. For Woodward there has been a significant month-on-month score increase for product availability (from +11 in April to +41 this month).
Woodward vs. Brakes (May 2012 %)
Overall satisfaction with Telesales service
Kept up to date about relevant promotions
Products always available when ordering
Always suggest relevant products
Score*:
+68
+56
+49
+42
+41
+30
+39
+29
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Brakes = Independent & National Data = Excludes those ordering via website

36. Woodward vs. Brakes (May 2012 %)
Woodward - Product Satisfaction
Woodward customers and Brakes customers have similar perceptions about VfM, and the range and quality of products being right for their business.
Woodward vs. Brakes (May 2012 %)
Brakes/Woodward offers the right quality of products for your business
Brakes/Woodward range of products is right for your business
Brakes/Woodward products are value for money
Score*:
+49
+40
+49
+45
+29
+22
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Brakes = Independent & National

37. Corporate vs. Indep/Nats (May 2012 %)
Corporate - Depot Satisfaction
Corporate customers are significantly less satisfied than Brakes customers in terms of our depots’ delivery service overall and particularly so in respect to order accuracy and the condition of goods on arrival …
Corporate vs. Indep/Nats (May 2012 %)
Overall satisfaction with delivery service
Drivers are friendly & helpful
Drivers are efficient
Always deliver products ordered
Condition of goods when arrive
Score*:
+36
+54
+68
+66
+56
+62 +6
+34
+36
+55
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Brakes = Independent & National

38. Corporate vs. Indep/Nats (May 2012 %)
Corporate - Telesales Satisfaction
… and Corporate customers are also significantly less positive about our telesales service than are Brakes customers (with more customers providing a ‘0-6’ dissatisfied score than ‘9-10’ extremely satisfied score for promotion updates and product availability) ...
Corporate vs. Indep/Nats (May 2012 %)
Overall satisfaction with Telesales service
Kept up to date about relevant promotions
Products always available when ordering
Score*:
+41
+56
-17
+41
-14
+29
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Corporate & Brakes = Includes those ordering via website. Brakes = Independent & National

39. Corporate vs. Indep/Nats (May 2012 %)
Corporate - Product Satisfaction
… as well as Corporate customers being significantly less positive than Brakes customers about our products offering the right quality and range for their business.
Corporate vs. Indep/Nats (May 2012 %)
Brakes offers the right quality of products for your business
Brakes/Woodward range of products is right for your business
Score*:
+10
+40
+28
+45
Extremely satisfied
Extremely dissatisfied
*Score is calculated by subtracting the % answering 0 to 6 from the % answering 9 to 10
Brakes = Independent & National

40. 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? May: Total (1,372), Independent (770), National (320), Woodward (151), Corporate (131). March-May: Total (3,849), Independent (2,290), National (983), Woodward (445), Corporate (131) 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? May: Total (1,372), April: Total (1,242). March: Total (1,090), Feb: Total (1,338). Jan: Total (1,499). Wave 1: Total (994). March-May: Total (3,849)
Q2b: Reason for high rating? May: Total (379)
Q2b: Reason for low rating? May: Total (75) 5
Alerts. May: Total (1,383), Independent (773), Scotland (102), West (201), East (328), North (142), National (327), Woodward (152), Corporate (131), Sales (24), Telesales (36), Operations (35), Head Office (3), Other (85), Products (30), Overall Service (240), Ecommerce (1) 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? May: Independent (770). April: Independent (771).
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? May: Independent (769). April: Independent (761).
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..? Q4.4: Telesales service? May: Independent (745). April: Independent (749).
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? May: Independent (349). April: Independent (383).
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…? Q7.3: Value for money? May: Independent (762). April: Independent (758).

41. 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? May: National (320). April: National (332).
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? May: National (325). April: National (328).
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..? Q4.4: Telesales service? May: National (276). April: National (294).
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…? Q7.3: Value for money? May: National (311). April: National (311). 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? May: Woodward (151). April: Woodward (149).
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? May: Woodward (150). April: Woodward (150).
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..? Q4.4: Telesales service?: May: Woodward (146). April: Woodward (146).
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? *Relates to a different time period*: May: Woodward (64). April: Woodward (0). March: Woodward (64)
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…? Q7.3: Value for money? May: Woodward (147). April: Woodward (143). 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? May: Corporate (131).
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? May: Corporate (127).
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..? Q4.4: Telesales service?: May: Corporate (9).

42. Question & bases Slide Question & bases 14
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? March-May: Premier Park (158), South Depots (1,447), All Depots (3,849)
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? March-May: Premier Park (161), South Depots (1,441), All Depots (3,852) 16
Q5: Now thinking about the delivery service how satisfied are you with?
Q5.1: Friendly & helpful? March-May: Premier Park (158), All Depots (3,782)
Q5.2: Efficient? March-May: Premier Park (159), All Depots (3,804)
Q5.3: Deliver products ordered? March-May: Premier Park (160), All Depots (3,844)
Q5.4: Condition of goods? March-May: Premier Park (161), All Depots (3,848)
Q5.5: Delivery Service? March-May: Premier Park (161), All Depots (3,852) 20
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? May: Independent & Woodward A, B & C (413), Independent (349), Woodward (64), A band (53), B band (141), C band (219)
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…?
Q7.1: Quality products? May: Total (1,370), Independent (771), National (325), Woodward (149), Corporate (125)
Q7.2: Range of products? May: Independent, Woodward & Corporate (1,045), Independent (769), Woodward (150), Corporate (126)
Q7.3: Value for money? May: Independent, National & Woodward (1,220), Independent (762), National (311), Woodward (147) 21
Q5.1: Friendly & helpful? March-May: Total (3,782), South Depots (1,414), North Depots (2,368)
Q5.2: Efficient? March-May : Total (3,804), South Depots (1,422), North Depots (2,382)
Q5.3: Deliver products ordered? March-May : Total (3,844), South Depots (1,440), North Depots (2,404)
Q5.4: Condition of goods? March-May : Total (3,848), South Depots (1,437), North Depots (2,411)
Q5.5: Delivery Service? March-May : Total (3,852), South Depots (1,441), North Depots (2,411)

43. Question & bases Slide Question & bases 22
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? March-May: Bodelwyddan (135), Coventry (168), Dundee (217), Durham (128), Glasgow (149), Glasgow Woodward (68), Hemsworth (134), Inverness (151), Leeds (136), Manchester (203), Montgomery (75), Motherwell (188), Newark (63), Peterlee (96), Runcorn (192), Tamworth (193), Thetford (98)
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? March-May: Bodelwyddan (134), Coventry (167), Dundee (216), Durham (125), Glasgow (149), Glasgow Woodward (67), Hemsworth (132), Inverness (152), Leeds (137), Manchester (201), Montgomery (75), Motherwell (191), Newark (63), Peterlee (95), Runcorn (191), Tamworth (193), Thetford (97) 23
Q5: Now thinking about the delivery service how satisfied are you with? Q5.5: Delivery Service? March-May : Aylesford (171), Bishops Stortford (124), Bodmin (45), Brighton (58), Bristol (150), Chelmsford (121), Eastleigh (108), Highbridge (163), Premier Park (161), Redhill (36), Swindon (98), Thorpe (158), Reading (48)
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? March-May : Aylesford (171), Bishops Stortford (125), Bodmin (44), Brighton (60), Bristol (150), Chelmsford (121), Eastleigh (109), Highbridge (162), Premier Park (158), Redhill (36), Swindon (98), Thorpe (164), Reading (49) 24
Q5: Now thinking about the delivery service how satisfied are you with?
Q5.1: Friendly & helpful? March-May : Premier Park (158), Montgomery (74)
Q5.2: Efficient? March-May : Premier Park (159), Montgomery (72)
Q5.3: Deliver products ordered? March-May : Premier Park (160), Motherwell (189)
Q5.4: Condition of goods? March-May : Premier Park (161), Motherwell (189)
Q5.5: Delivery Service? March-May : Premier Park (161), Motherwell (188)

44. Question & bases Slide Question & bases 25
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..?
Q4.1: Suggest relevant products? March-May: Independent & Woodward (2,571), Independent (2,163), Woodwards (408)
Q4.2: Relevant promotions? March-May: Independent & Woodward (2,582), Independent (2,179), Woodwards (403)
Q4.3: Available when ordering? March-May: Total (3,611), Independent (2,241), National (924), Corporate (9), Woodwards (437)
Q4.4: Telesales service? March-May: Total (3,600), Independent (2,240), National (918), Corporate (9), Woodwards (433) 26
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..? Q4.4: Telesales service? March-May: Ashford Independent (74), Ashford National (312), Bridgend (45), Brighton (231), Bristol (225), Broxburn (159), Chelmsford (208), Deeside (353), Durham (122), Glasgow (250), Glasgow Woodward (80), Hemsworth (111), Highbridge (138), Leeds (97), Motherwell National (183), Runcorn Independent (135), Runcorn National (338), Swindon (216), Tamworth Independent (209), Thorpe (86)
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? March-May: Ashford Independent (74), Ashford National (316), Bridgend (44), Brighton (234), Bristol (229), Broxburn (158), Chelmsford (211), Deeside (365), Durham (122), Glasgow (256), Glasgow Woodward (80), Hemsworth (114), Highbridge (140), Leeds (97), Motherwell National (205), Runcorn Independent (136), Runcorn National (336), Swindon (219), Tamworth Independent (212), Thorpe (85) 27
Q4.1: Suggest relevant products? March-May: Glasgow (222), Ashford Independent (70)
Q4.2: Relevant promotions? March-May: Highbridge (139), Ashford Independent (72)
Q4.3: Available when ordering? March-May: Motherwell National (181), Ashford Independent (75)
Q4.4: Telesales service? March-May: Runcorn National (338), Ashford Independent (74) 28
Q6b.  Have you had an issue with Brakes over the past 6 months...? May: Independent total (437), Scotland (49), West (110), East (208), North (70)
Q6b by 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: Independent total: Yes (175), No (261)
Q8 by Q6b: Have you had an issue with Brakes over the past 6 months...? May: Independent total: Yes (175), No (262)

45. Question & bases Slide Question & bases 29
Q11: What percentage of your food buying currently goes to Brakes? May: Brakes total (1,100)
Q8: Over the next three months, do you expect that the value of orders you place with Brakes will increase, decrease or remain the same? May: Brakes total (1,052), Scotland (98), West (195), East (316), North (139), 0-20% (193)
Q11 & Q8 by 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: 0-20% (199), 21-40% (201), 41-60% (212), 61-80% (283), % (162), Decrease (102), Increase (307), Remain the same (636), 0-20% & decrease (28), 0-20% & increase (39), 0-20% & remain the same (126) 30
Q11: What percentage of your food buying currently goes to Woodwards? May: Woodward (148)
Q8: Over the next three months, do you expect that the value of orders you place with Woodwards will increase, decrease or remain the same? May: Woodward (144)
Q11 & Q8 by Q1: How likely would you be to recommend Woodwards to a friend or colleague in the hospitality industry on a scale of 0 to 10? May: 0-20% (26), 21-40% (22), 41-60% (45), 61-80% (31), % (23), Decrease (17), Increase (48), Remain the same (78). 31
Q11: What percentage of your food buying currently goes to Brakes ? May: Corporate (106)
Q8: Over the next three months, do you expect that the value of orders you place with Brakes will increase, decrease or remain the same? May: Corporate (128)
Q11 & Q8 by 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: 0-20% (5), 21-40% (2), 41-60% (2), 61-80% (5), % (92), Decrease (30), Increase (28), Remain the same (70). 32
Q5: Now thinking about the delivery service how satisfied are you with?
Q5.1: Friendly & helpful? May: National (318), Independent (757)
Q5.2: Efficient? May: National (320), Independent (760)
Q5.3: Deliver products ordered? May: National (326), Independent (768)
Q5.4: Condition of goods? May: National (326), Independent (767)
Q5.5: Delivery Service? May: National (325), Independent (769)

46. Question & bases Slide Question & bases 33
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..?
Q4.3: Available when ordering? May: National (277), Independent (746)
Q4.4: Telesales service? May: National (276), Independent (745) 34
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…?
Q7.1: Quality products? May: National (325), Independent (771)
Q7.3: Value for money? May: National (311), Independent (762) 35
Q5: Now thinking about the delivery service how satisfied are you with?
Q5.1: Friendly & helpful? May: Woodward (149), Brakes (1,075)
Q5.2: Efficient? May: Woodward (150), Brakes (1,080)
Q5.3: Deliver products ordered? May: Woodward (151), Brakes (1,094)
Q5.4: Condition of goods? May: Woodward (151), Brakes (1,093)
Q5.5: Delivery Service? May: Woodward (150), Brakes (1,094) 36
Q4.1: Suggest relevant products? May: Woodward (135), Brakes (726)
Q4.2: Relevant promotions? May: Woodward (134), Brakes (729)
Q4.3: Available when ordering? May: Woodward (149), Brakes (1,023)
Q4.4: Telesales service? May: Woodward (146), Brakes (1021) 37
Q7.1: Quality products? May: Woodward (149), Brakes (1,096)
Q7.2: Range of products? May: Woodward (150), Brakes (769)
Q7.3: Value for money? May: Woodward (147), Brakes (1,073)

47. Question & bases Slide Question & bases 38
Q5: Now thinking about the delivery service how satisfied are you with?
Q5.1: Friendly & helpful? May: Corporate (125), Brakes (1,075)
Q5.2: Efficient? May: Corporate (124), Brakes (1,080)
Q5.3: Deliver products ordered? May: Corporate (127), Brakes (1,094)
Q5.4: Condition of goods? May: Corporate (127), Brakes (1,093)
Q5.5: Delivery Service? May: Corporate (127), Brakes (1,094) 39
Q4: Now thinking about the service you receive from Brakes telesales team how satisfied are you with..?
Q4.2: Relevant promotions? May: Corporate (78), Brakes (735)
Q4.3: Available when ordering? May: Corporate (99), Brakes (1,030)
Q4.4: Telesales service? May: Corporate (99), Brakes (1028) 40
Q7: Thinking now about your satisfaction with Brakes products, overall how satisfied are you…?
Q7.1: Quality products? May: Corporate (125), Brakes (1,096)
Q7.2: Range of products? May: Corporate (126), Brakes (769)