Carphone Warehouse 2014 Annual Report Download - page 19
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Annual Report 2014 17
STRATEGIC REPORT
GOING FORWARD KPIs
NET PROMOTER SCORE ("NPS")
NPS allows CPW to gauge customer
satisfaction. The chart below shows quarterly
NPS measured against Q1 2012–13. CPW
achieved record levels of NPS for Q4 2013–14.
0
1
2
3
4
NPS IMPROVEMENT AGAINST Q1 201213
– –
Q Q Q Q Q Q Q Q
5
LIKE-FOR-LIKE REVENUE GROWTH (%)
Q4 2013–14 was the seventh consecutive quarter
oflike-for-like revenue growth.
Q Q Q Q Q Q Q Q
– –
.
.
-.
.
13.2
3.6 3.1 2.3
CONNECTIONS (M)
Continued decline caused by weak prepay
market, which in the UK was down c.25%
year-on-year. This has had a positive impact
onpostpay mix for the Group.
POSTPAY MIX (%)
INCLUDES FRANCHISE CONNECTIONS
– – – –
.m
.m .m 9.0m
+Continue to reinvest the benefits of scale in the customer
proposition, to drive further growth
+Focus on the development of partnerships to leverage
CPW'sscale and commercial relationships
+Seek to conclude further partnerships with retailers
inexistingmarkets
+Continue to build client base for the provision ofretail
managedservices, insurance services, technology platforms
andglobal partnerships
+Continue to develop honeyBee to enable deployment
tothirdparties
+Focus on developing retail partnerships in target markets
outside our existing retail footprint
+Continue to enhance the online journey across mobile,
tabletand desktop versions of the websites
+Provide a research experience that drives customers into
ourstores, providing a seamless multi-channel experience
+Continue to invest in online functionality, improving the
customer research journey
+Continue to construct innovative propositions and to find
newways to subsidise expensive products
+Focus on improved functionality and wider deployment
ofPinPoint salestool
+Develop best-in-class merchandising opportunities for both
manufacturers and networks, allowing them to demonstrate
their full range of products and services, including end-to-end
solutions for customers