Fetching Feedback: How We’re Amplifying Associate Voices

At PetSmart, we believe that a fulfilling work experience empowers our associates to go above and beyond for pets. But just as importantly, we recognize that our associates are real people with individual needs and perspectives. That’s why we’ve implemented programs designed to amplify their voices—giving leaders the tools to listen, engage, and act on feedback. Whether it’s a simple suggestion or a deeper concern, we’re committed to practicing active listening and making sure every associate knows their voice matters.

While we can’t always act on every piece of feedback, we ensure that it is heard, acknowledged, and, when possible, acted upon. Our goal is to continuously improve the associate experience and create a culture where everyone feels valued and knows their feedback drives meaningful, enterprise-wide change for #LifeAtPetSmart!

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Voice of the Associate (VOA) Tours

Our Voice of the Associate Tours are a key initiative, designed to learn from our associates by simply listening. These tours provide a platform for associates to share what’s working well and, more importantly, where we can improve their daily experience at PetSmart.

• Who: So far, we’ve held many successful VOA sessions across the enterprise, with more to come!

• What: During these tours, associates at all levels discuss concerns, share ideas, explore career development goals, and raise awareness of benefits and upcoming changes.

• When: This isn’t a one-off project; the VOA Tours are part of an ongoing journey that will remain a key element of our culture.

• Where Feedback Goes: The feedback gathered from these sessions is routed to the right business partners and leadership teams, ensuring it’s acted upon by those who can make an impact.

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Purrspective: Real-Time Feedback

Introducing Purrspective, our always-on listening tool that allows associates to provide voluntary, frequent feedback on their work experience. Surveys are sent directly to your personal contact information, enabling leaders to make data-driven decisions and respond in real time.

As data from Purrspective flows in, it shapes the associate experience by highlighting the themes that matter most to you.

• Who: Field, Distribution Center, and Call Center (PPAC) associates receive milestone surveys based on tenure, have access to an always-on QR code, and can participate in our Associate Experience Pulse. Home Office associates will also be regularly invited to participate in Pulse surveys.

• What: Use Purrspective to share feedback on your experience at PetSmart, from your day-to-day work to broader topics.

• When: There are several ways to share! Milestone surveys align with key moments in your career, and the always-on surveys are available via QR code or text (1-888-521-4493). Pulse surveys regularly collect insights from office and field associates alike.

• Where Feedback Goes: Feedback is shared with your leadership team, support partners, and senior leaders. Leaders use this information to explore opportunities for improvement, and often follow up directly with associates to discuss solutions or next steps.

Confidentiality Note: Our vendor, Workstep, is the only entity with access to identifiers unless you choose to disclose your identity. If you do, that information will be shared with relevant parties.

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Central Bark: Connecting and Sharing

Central Bark is PetSmart’s two-way communication app where associates can learn, network, and provide feedback on what’s happening across the company.

• Who: Central Bark is available to all associates voluntarily.

• What: You can engage by sharing suggestions or best practices in the comments section of posts.

• When: The app is accessible anytime, making it easy to stay connected.

• Where Feedback Goes: Any feedback shared on Central Bark is routed to the appropriate business partners for consideration.

Central Bark is available on the desktop by visiting centralbark.petsmart.com.

Associates - see the mobile app download instructions below!

1. Scan the QR code or search for "My Portal by MangoApps" in the Apple/Google Play app store.

2. Download the app and search for “PetSmart” in the dropdown.

3. Select the Central Bark icon.

4. Log in using your HR Connect Credentials.

5. Check out the library on Central Bark for training materials to set up your account and make the most of this tool!

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Speak Up Resources

At PetSmart, being a Trusted Partner means speaking up when you have questions or concerns. Whether it’s about misconduct, workplace issues, or violations of our Code of Conduct, we encourage associates to use our Speak Up resources to share their thoughts.

• Who: All PetSmart associates can access our Speak Up resources.

• What: Use these resources to report concerns about anything from workplace issues to ethical violations.

• When: You can Speak Up at any time, whether it’s through your leader, another trusted leader, or one of our other Speak Up channels.

• Where Feedback Goes: Reports are routed to the appropriate team for investigation.

How to Speak Up: Start local! Your leader may be in the best position to understand and respond to your concern. If you’re not comfortable approaching them, you can reach out to another leader or use any of our Speak Up resources:

• Your leader or any leader at PetSmart

• Your HR contact or Associate Relations (associaterelations@petsmart.com)

• Legal department (ethicsandintegrity@petsmart.com)

• Loss Prevention and Safety

• CareSmart Hotline: 1-800-738-4693 or visit caresmart.ethicspoint.com

Confidentiality Note: We strive to maintain privacy and integrity in all investigations. You can choose to remain anonymous when reporting through Speak Up.

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At PetSmart, we’re proud of the steps we’ve taken to ensure every associate has a voice. Through initiatives like Voice of the Associate Tours, Purrspective, Central Bark, and our Speak Up Resources, we’re committed to fostering an open and supportive environment where feedback drives meaningful change.

We encourage all associates to take advantage of these resources as we continue to listen, learn, and evolve together. Your insights are vital in shaping PetSmart's future, and together, we’re building a workplace where everyone feels valued, heard, and empowered.

So, keep sharing and engaging, and remember—your voice matters at PetSmart!