Two way feedback

To you

In Pets at Home everything we do is focused on delivering great service to our customers so everyone is judged on their contribution to this effort. Some of us deal directly with customers and others, like Head Office and Warehouse teams, support stores in their drive to offer a great shopping experience. Every one of us needs to know how we are doing and can pass on some great ideas if we are asked.

We have a range of formal appraisal and target setting systems that discuss performance, recognise contribution and set medium term targets for the coming months. We call it "Getting Better Every Day" as this is one of our core values and spotlights that we think continuous improvement is important. There is always a chance for everyone to have their say in these performance discussions and individuals will always be asked for their comments. Everyone has a Personal Development Plan that allows them to agree realistic targets with their line manager and also get recognition for achieving them!

From you

Each year  we make a point of gathering information from everyone in the business; this is called "We're All Ears" It is intended to gather lots of opinions from all areas of the business about what it is like to work for Pets at Home.  It also gives us a chance to target our future plans towards the things that will make us both a great place to work and a successful business. We use an impartial external company to complete this and present the data back. Once we have all the information the process moves to as stage called “We’re all Action” - as management respond to the comments ensuring the process has a real impact on business success.

When we want feedback on initiatives going out into stores and on teams’ response to Company messages we hold a “Points of View” session. A group of people brought will be brought together to talk about the business and speak direct to the decision makers about the impact of any changes on their teams and their customers.

We also have a postal suggestion scheme called "Think Tank" where anyone in the business can speed their ideas straight to the Chief Executive; it means that each suggestion is promised a careful perusal and a personal reply. If the idea is acted upon the person who proposed it is in line for a cash reward and a mention in “Talking Pets”, (our Company magazine). Nice to know we are a Company that encourages everyone to think!