Carphone Warehouse 2012 Annual Report Download - page 16

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Carphone Warehouse Group plc Annual Report 201212
We are harnessing the Connected World through
acustomer-centric strategy.
TABLET REVENUE
This year CPW Europe has experienced significant growth
intablet revenue which has contributed to the development
ofthe non‑cellular category.
NET PROMOTER SCORE ("NPS")
NPS allows CPW Europe to gauge how well it is serving its
customers. NPS improved in all markets during the year aided
by the Wireless World roll‑out and Walk Out Working programme.
OWNERSHIP OF THE CONNECTED WORLD
Provide outstanding value and service
across the broadest range of products
Help consumers simplify complex areas
of technology
Enhance multi-channel platforms
toimprove customer choice
— Improved customer service scores
across all markets during the year
— Continued to operate the Walk Out
Working programme which demonstrably
improves the customer experience
— Recorded substantial growth in
non‑cellular revenues during the
second half of the year driven by
anexciting array of new products
— Added Geek Squad agents to
approximately 100 stores during
theyear
— Ran extensive training programmes
toensure our consultants and Geek
Squad agents kept pace with fast
moving technology
— Improved functionality to help support
our retail business, allowing customers
to check if a product is in stock before
they visit a store
— Developed m‑commerce sites to allow
customers to research and buy
products on their mobile phone
— Substantial increase in social media
activity as we seek to engage with our
customers in new ways
— Continue to construct innovative
propositions and to find new ways
tosubsidise expensive products
— Continue the roll‑out of the Wireless
World store format with plans for
afurther 150–200 by March 2013
— Offer a full suite of hardware, accessories,
connections, content and services to
enable customers to make the most
oftheir technology
— Continue to invest in the ongoing
training of our expert consultants,
andto focus on in‑store set‑up through
the Walk Out Working programme
— Continue to increase the number
ofstores with dedicated Geek Squad
resources, and continue to develop
Geek Squad phone and home support
— Maintain investment in operational
platforms to simplify transaction
processes
— Continued focus on m‑commerce
todrive traffic and improve conversion
inwhat is a new and exciting route
tomarket
— Continued focus on social media
asweevolve the way in which we
operate to make even better use
ofthisopportunity to interact
withcustomers
OBJECTIVES
201112 ACHIEVEMENTS
GOING FORWARD
KPIs
STRATEGY AND KPIs
CPW EUROPE
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
9
8
7
6
4
3
2
1
5
0
NPS improvement
against April 2011
2010–11 2011–12 2011–2012
Q2 Q4 Q2 Q4Q1 Q3 Q1 Q3