Total Retail Case Study

Appliance of Retail Science Achieves Double Digit Growth

A Partnering Approach for Adding Value to Total Customers


Total UK were challenged with becoming the No.1 company owned company operated (COCO) dealer network in Europe.
We engaged RPS to implement their programme “The Science of Moving Numbers” to support us in delivering our goal.

“RPS’s ability to understand our market and tailor their model to deliver the performance improvement we expected, allowed us to achieve our performance improvement 12 months faster than we expected. They were able to take a mature retail group of store managers and instil the motivation and excitement required to achieve the No.1 Company owned dealer network in Europe.”

Simon Palmer, General Manager UK,
Total COCO Retail Channel.

Becoming the No.1 European Dealer Network through the Science of Moving Numbers

Total’s Challenge
Improving Sales and Service to become No.1 in the European Market

The major challenge for our dealer network was to change their thinking and become outcome driven while retaining a customer focus. As a mature retail business there were some harden attitudes that had be addressed and a new way of thinking to deliver the customer experience.

The Solution
RPS Programmes for Senior, Field, Store Management and Floor Team

After piloting the RPS programme within 20 of our stores and proving the model delivered the results we required, we rolled the full Science of Moving Numbers Programme throughout our retail channel including the Senior Management, Field Management, Store Management and Store Teams.

The Results

  • No.1 direct operations network in Europe for shop and car wash sales compared to our operating costs
  • The most effective and efficiently operated network in Europe
  • A new record average shop cash margin per store
  • Fantastic compliance to new dry stock and cash control policy and procedures resulting in significantly reduced losses
  • 65% of under-performing stores hitting budget within 4 months

For more information on our Improvement Programmes contact us for a performance diagnostic.