Briefing Pack
New Family Connect Sales Commission Structure – Full Guide
Hi Team,
Following our Teams broadcast, I wanted to provide everyone with the full written guide to our new Family Connect Sales Commission Structure – “We Win Together.”
The new structure has been designed around a simple principle:
The store delivers the scorecard. Your individual performance determines your reward.
We want to reward strong individual performance while also creating a genuine reason for everyone within a store to work together.
The better we perform as a team, the greater the opportunity for individuals to earn.
1. Store Primary Performance – Commission Unlock
The first stage is the Store Primary Scorecard.
The Primary KPIs are:
New PayM • Upgrade PayM • New HBB • Regrade • TV
These are measured at store level.
The store must achieve the required Primary KPI performance to unlock commission for qualifying employees.
This means we all have a reason to support each other. It shouldn’t simply be a case of achieving your own number and stopping — we need the store to deliver together.
2. Your Individual Profit Determines Your Tier
Once the store requirement has been achieved, your individual Profit actual determines the value of your qualifying sales.
| Individual Profit | Tier |
| 90% – 94.99% | Tier C |
| 95% – 99.99% | Tier B |
| 100% – 119.99% | Tier A |
| 120%+ | Elite |
The higher your individual Profit achievement, the more each qualifying sale is worth.
3. What Each Qualifying Sale Pays
| Product | Tier C | Tier B | Tier A | Elite |
| New PayM | £1 | £3 | £7 | £10 |
| Upgrade PayM | £1 | £2 | £5 | £15 |
| New HBB | £1 | £3 | £7 | £15 |
| Regrade | £1 | £1 | £3 | £6 |
| TV | £1 | £2 | £5 | £10 |
Your final Profit tier determines the rate applied to your qualifying sales for that commission period.
This means there is a genuine reason to keep pushing. Moving from 99% to 100% or from 119% to 120% can make a significant difference to your final commission.
4. Senior Sales – Tier A+ & Elite+
Senior Sales recognises colleagues who demonstrate consistently high individual performance.
Senior Sales employees receive an additional £2 per qualifying sale compared with the standard Tier A and Elite rates.
| Product | Tier A+ | Elite+ |
| New PayM | £9 | £12 |
| Upgrade PayM | £7 | £17 |
| New HBB | £9 | £17 |
| Regrade | £5 | £8 |
| TV | £7 | £12 |
Moving into Senior Sales
To achieve Senior Sales banding, you must deliver:
110%+ individual Profit actual for 3 consecutive months.
Once achieved, you move onto the enhanced Senior Sales banding.
Maintaining Senior Sales
Senior Sales will be reviewed monthly.
If you have any 2 months below 100% individual Profit actual within a rolling 6-month period, you will lose Senior Sales banding and return to the standard commission rates.
You can subsequently qualify again by meeting the Senior Sales criteria.
5. Individual Customer Outcome
Customer Outcome is based on your individual performance.
| Customer Outcome | Commission Impact |
| Under 80% | No commission |
| 80% – 89.99% | -20% |
| 90%+ | Full commission |
We want strong commercial performance, but it must be delivered alongside the right customer experience.
6. Individual NPS
NPS is also an individual measure.
Your individual NPS will be compared with the Company Owned (CO) actual.
Same as or above Company Owned = Full commission
Below Company Owned = No commission
There is no reduced NPS payment. If your individual result is below the CO actual, commission will not be paid.
7. Secondary Performance – Store Scorecard
Secondary performance is different from NPS and Customer Outcome because it is based on the overall Store Scorecard.
| Store Secondary Result | Commission Impact |
| 🔵 BLUE | No change |
| 🟢 GREEN | No change |
| 🟠 AMBER | -10% |
| 🔴 RED | -30% |
There is no additional boost for GREEN or BLUE.
This element is about protecting the overall balance of the store’s performance.
8. Complaints & Mis-Selling
A complaint being received does not automatically mean commission will be deducted.
Complaints will be investigated through the appropriate process. The commission consequence applies where there is clear evidence of mis-selling, the complaint is upheld following investigation, and any applicable appeal is unsuccessful.
The commission impact is:
1st upheld mis-selling complaint → -50% commission for that month
2nd upheld mis-selling complaint within a rolling 3-month period → -100% commission for that month
The process is designed to address intentional behaviours that go against our values and sales standards, rather than genuine mistakes.
Where mis-selling is upheld, this may also become a disciplinary matter under the relevant company process.
9. Behaviours, Standards, Attendance & Punctuality
This is an important part of the new structure and one we want to approach differently.
Commission isn’t just about what you deliver. It is also about how you contribute to your store and the standards you demonstrate while doing it.
This element will be manager-led.
Your Store Manager will consider relevant events during the month across areas such as:
Attendance • Punctuality • Behaviours • Store standards • Team contribution • Compliance • General responsibilities
Where standards fall below what is reasonably expected, the Manager will review the circumstances and determine any applicable commission deduction based on the events during that month and the relevant company process.
However, this is not intended to be a one-way deduction mechanism.
We also want to recognise employees who consistently demonstrate excellent standards, reliability, punctuality, behaviours and contribution to their store.
Quarterly Standards Reward Pot
Family Connect will provide a quarterly reward pot specifically to recognise employees demonstrating high standards and positive behaviours.
This means employees who consistently demonstrate the behaviours we want across the business will have an opportunity to receive an additional percentage/reward on top of their normal commission.
The intention is simple:
Poor standards can reduce your reward.
Excellent standards can increase your reward.
We will communicate the value of the quarterly pot and the applicable additional percentage/reward for each quarter so that everyone understands what is available.
10. Where Behaviour & Standards Deductions Go
There is another important principle behind this.
Money deducted through the individual behaviour/standards element will NOT be retained by Family Connect as a saving.
Instead, the value deducted will be placed into the relevant store’s reward pot.
That creates an opportunity for the money to be earned back within the store team through strong performance, behaviours and standards.
For example, if deductions totalling £100 were made through this element within a store, that £100 would not simply disappear back into the company.
It would contribute to that store’s reward pot, creating further opportunities for the team to earn it.
Combined with the additional quarterly pot provided by the company, we want this to create a system where good behaviours and standards are genuinely recognised and rewarded.
The aim isn’t to make money from deductions.
The aim is to raise standards and then reinvest the reward back into our people.
11. Serious Compliance / Investigation / Disciplinary Matters
There will naturally be circumstances that are more serious than the normal monthly standards assessment.
Commission remains subject to serious compliance failures and relevant investigation or disciplinary processes.
These matters will be considered separately and appropriately depending on the circumstances.
The standards reward pot does not override any formal company investigation, disciplinary or compliance process.
Bringing Everything Together
There are several parts to the structure, but the principle behind it is straightforward:
THE STORE UNLOCKS IT.
We deliver our Primary Scorecard together.
YOUR PROFIT DETERMINES IT.
Your individual Profit determines your tier.
YOUR SALES BUILD IT.
Your qualifying sales are paid at the rate you unlock.
CONSISTENCY REWARDS IT.
Sustained high performance unlocks Senior Sales and enhanced A+/Elite+ rates.
CUSTOMER EXPERIENCE PROTECTS IT.
Individual Customer Outcome and NPS ensure we deliver sales in the right way.
THE STORE PROTECTS IT.
Secondary Store Scorecard performance can affect everyone’s final payment.
YOUR STANDARDS MATTER.
Attendance, punctuality, behaviours, standards and compliance form part of the overall commission structure.
GREAT STANDARDS CAN REWARD YOU FURTHER.
Strong behaviours and standards create an additional opportunity through our quarterly reward pot.
And importantly:
Money deducted through the monthly individual behaviour and standards element stays within the store reward structure — it does not become a saving for the company.
We want this structure to create a culture where great performance and great behaviours go hand in hand.
It should encourage us to support each other, challenge poor standards, recognise the people doing the right things and give everyone a reason to keep pushing.
SAME TEAM. HIGHER GOALS.
WE WIN TOGETHER.
Please keep this communication alongside the commission poster as your guide to how the new structure operates.
If you have any questions after the launch, please speak with your Store Manager.
Thanks,
David