Core Insights - The overall customer satisfaction in the U.S. retail sector has slightly increased by 0.4% to an ACSI score of 78.3, driven by a focus on value and convenience [1][8] - Holiday sales for 2024 rose by 3.8% compared to 3.1% in 2023, with significant growth in online sales, particularly an 8.8% increase on Thanksgiving Day [1][8] - Consumer demands are centered around value for money and convenience, with a notable shift towards omnichannel shopping experiences [1][10] Retail Sector Performance - General merchandise retail satisfaction increased by 1% to 78, with Sam's Club leading the category at 85, up 5% due to technological advancements [2][19] - Specialty retailers maintained a steady score of 79, with notable performers like Pet Supplies Plus (up 2% to 84) and Ulta Beauty (up 4% to 83) benefiting from trends in pet ownership and wellness [2][34] - Online retail satisfaction decreased by 1% to 79, with Chewy maintaining the top score at 85, while Home Depot saw a 3% increase to 79 due to its partnership with Instacart [2][51] Supermarkets and Gas Stations - Supermarkets held steady at 79, with Trader Joe's and Publix leading at 84, while gas stations maintained a score of 75, benefiting from a 3.4% decrease in fuel prices [3][18] - Regional brands like Wegmans and H-E-B showed strong performance in their respective areas, indicating the importance of local market presence [2][3] Consumer Logistics - Consumer logistics satisfaction remained stable at 77, with Amazon Logistics leading at 81, while the U.S. Postal Service saw a significant drop to 71, down 4% [3][20] - Key trends indicate that technology and mobile app quality are critical for customer satisfaction, particularly among younger demographics [3][10] Key Trends and Challenges - The retail environment is characterized by a "steady overall, but mixed performance" across sectors, emphasizing the need for companies to enhance omnichannel efficiency and customer service [4][10] - The focus on mobile shopping capabilities is increasingly important, especially for the 18-25 age group, who have higher expectations for innovative features [10][48]

Financial Data and Key Metrics Changes - Net sales for Q4 2025 were $389.2 million, a 2.2% decline from $397.9 million in Q4 2024, with the 53rd week contributing an estimated $18.3 million in net sales [26][27] - Same-store sales decreased by 6.8% in Q4 2025 compared to the same period in 2024, with chemicals down approximately 7.1% and equipment down 7.6% [27] - Adjusted EBITDA for Q4 increased to $45.2 million from $43 million in Q4 2024, while the net loss for Q4 was $162.8 million compared to a net loss of $9.9 million in the prior year [30][31] Business Line Data and Key Metrics Changes - The company experienced a net loss of over 160,000 residential customers in 2025, with a decline in residential traffic of 8.6% [6][30] - The company is focusing on improving the price-value equation on key items to regain lost customers and improve traffic performance [6][11] Market Data and Key Metrics Changes - The competitive landscape saw aggressive pricing strategies from competitors, impacting the company's pricing and sales performance [58] - The company is adjusting its pricing strategy to ensure competitiveness, particularly in the chemicals category, which is a key focus area [50][51] Company Strategy and Development Direction - The company is undergoing a transformation to achieve sustainable, profitable growth, focusing on cost optimization, cash management, and capital structure [4][24] - Key initiatives include closing 80-90 underperforming stores, optimizing inventory, and enhancing customer value propositions through targeted marketing [7][18][34] - The company aims to become America's one-stop shop for pool care by integrating services and improving customer relationships [12][43] Management's Comments on Operating Environment and Future Outlook - Management acknowledged the challenging macroeconomic environment and its impact on consumer spending, emphasizing the need for strategic pricing and operational efficiency [39][41] - The outlook for fiscal 2026 includes expected sales of $1.1 billion to $1.25 billion and adjusted EBITDA of $55 million to $75 million, with a focus on long-term value creation [40][41] Other Important Information - The company is committed to transparent communication and has engaged advisors to identify opportunities for enhancing profitability and optimizing operations [41][42] - A significant impairment charge of $184 million was recorded in Q4, primarily related to goodwill and store closures [29][30] Q&A Session Summary Question: Are supplier partners supporting the turnaround efforts? - Management confirmed strong support from vendor partners, which has been crucial for maintaining inventory levels and improving in-stock positions [46][47] Question: What is the expected free cash flow conversion for this year? - The midpoint of the EBITDA guidance assumes free cash flow positivity for the year, although specific guidance was not provided [48] Question: Where do you see the most opportunity in pricing? - The focus is on optimizing prices for key value items, particularly in the chemicals category, to remain competitive against other retailers [49][50] Question: What is the impact of store closures on revenue? - The closure of 80-90 underperforming stores is expected to impact annual sales by approximately $25-$35 million, but will improve net EBITDA by $4-$10 million [34][55] Question: How will the company regain lost customers? - The company plans to target lost customers with personalized marketing efforts, leveraging data from the Pool Perks Loyalty Program to efficiently allocate marketing spend [56] Question: What are the competitive dynamics observed in Q4? - Management noted high competitive pricing in the marketplace, which led to aggressive pricing strategies to maintain competitiveness [58] Question: What are the biggest learnings from the strategic pillar framework? - The strategic framework has unified the team around a common vision, with a focus on improving price value to regain market share [60][61]