KSS Information Memorandum 2021

The Kennards business planning process identifies strengths and opportunities for the business to focus management attention. Management on a day to day basis, evaluate the opportunities that deliver value to the Group. The key strengths and opportunities identified in the most recent business planning session include:

STRATEGY

OBJECTIVES

1. Achieve 95% across all mystery shopping formats. (currently phone: 93%, In-store: 85%, Online 70%) 2. Implement Net Promoter Score measure by 2016 and by 2020 achieve 50% score. This has moved to a focus on Google Reviews, looking to achieve 22% of new customers leave a Review, 4.8 stars or better. 3. Achieve group occupancy 90% by 2020, while improving yield.

Deliver a multichannel “five star” customer experience

1. Increase online click through and conversions to 30% by 2021.

Distinguish and commu- nicate Kennards value advantage

2. Improve our total move in ratio for enquiry to move in from 50% (approx.) to 60%.

3. Increase website traffic from 750,000 to 1,000,000 by 2021.

1. Turn over reduced from 24% to 12% by 30 June 2021.

Attract, keep and develop the best people

2. To get five quality applicants per role by 1 January 2017.

3. LMS adoption to help build the most skilled workforce in the industry by 2020.

1. From zero mobility to anytime, anywhere access by 2018 (internal).

2. Digitise all paper forms to electronic workflow by 2018.

Create a connected digital workplace

3. Increase Team productivity and engagement by having the right tools and information in the one place by 2021.

1. OCI Blue Constructive Styles to exceed 80% line by 2021.

2. Tell the story (history/ culture/ family/ business/ video) created by the end of 2021.

Unique through culture

3. Recruit for cultural fit, as measured by the annual OCI results.

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