ftd florist scorecard - mercury network · ftd florist scorecard ... • it provides a benchmark to...
TRANSCRIPT
FTD Florist Scorecard
August 2017
FTD Confidential/Proprietary documents and should not be copied or redistributed.
2
FTD Florist Scorecard
What is the FTD Florist Scorecard?• The FTD Florist Scorecard is a resource available to FTD Member Florists that
provides guidance and allows the florist to optimize their business operations
when receiving and filling FTD.com orders.
• The scorecard is updated monthly and available for review at www.FTDi.com.
How will the scorecard help me?• The scorecard is designed to help you identify opportunities to improve your
quality metrics, receive more orders and instill industry best practices.
• It provides a benchmark to view your performance compared to other flower
shops in your market.
• The scorecard will allow you to monitor your FTD quality and refusal ratings, both
of which impact a shop’s opportunity to receive FTD.com orders, as defined by
the FTD Path to Orders.
FTD Confidential/Proprietary documents and should not be copied or redistributed.
3
FTD.com Order
Opportunity
Fulfillment
Performance
Cities and
ZIP Codes
Everyday & Holiday
Codified Product
Mercury
Technology
Quality Refusal
Rating Rating
FTD.com
Order
Awarded
Order
Eligibility
Note: Top Quality Rating emphasizes
positive order management and
customer satisfaction
Note: Refusal Rating underscores the
importance of landing the order on the
first try in order to maximize fulfillment
success
Fulfillment Score
FTD Path to Orders
FTD Confidential/Proprietary documents and should not be copied or redistributed.
4
FTDi.com – Florist Scorecard Log In
To find your FTD Florist Scorecard, go to
www.FTDi.com and click on FTD Quality
Programs on the homepage.
Once in the Quality section, choose Florist
Scorecard in the left sidebar and log in.
FTD Confidential/Proprietary documents and should not be copied or redistributed.
5
FTDi.com – Florist Scorecard Login
Click on one of the dates to review your
monthly Florist Scorecard.
Click on one of the dates in this box to
review test order results (if applicable).
FTD Confidential/Proprietary documents and should not be copied or redistributed.
6
Florist Scorecard Overview
A market is defined by the
number of competing
shops who share at least
one zip code
Provides the number of ZIP
codes a shop has listed and
the average number of ZIP
codes per shop in the market
Provides the number of codified
products a shop carries and the
average of codified products per
shop in the market
Provides a snapshot of the
member’s Quality Rating and
Refusal Rating for this period as
well as the market average
FTD Confidential/Proprietary documents and should not be copied or redistributed.
7
Member Florist Profile
Member Details
FTD.com ZIP Codes and
Cut-Off Times
Everyday and Holiday
Codification
FTD Confidential/Proprietary documents and should not be copied or redistributed.
8
Order Metrics
Provides a monthly view
of quality metrics
The black bar represents
the target for each metric
Floating over the bars
will reveal ratings
Provides Average Order
Value (AOV) for FTD.com
and Florist to Florist Orders
Floating over the bars
will reveal totals
Provides FTD.com order
volume for the month
Includes orders sent and
orders filled
Floating over the bars will
reveal totals
FTD Confidential/Proprietary documents and should not be copied or redistributed.
9
13-Month Trends
Provides a rolling 13-month
view of quality metrics
Floating over the bars will
reveal ratings
The black bar indicates
how many orders were
rejected each month while
the gold bar shows how
many orders were
cancelled by the Mercury
system
The black bar shows how
many FTD.com orders
were sent to the shop
The gold bar indicates
how many FTD.com
orders filled
FTD Confidential/Proprietary documents and should not be copied or redistributed.
10
Quality Metrics
Quality Rating is calculated
by dividing shop’s total
FTD.com and Florist orders
into shop’s DRP Late Reject
Fees and FTD.com Refunds
This section shows Quality
Rating and the tier your
shop falls in as well as a
view of the shops in the
market
This section displays the
members order summary
including the item category,
count and $ amount
This section shows the
shop’s DRP Late Reject
count and fees
This section displays DRP
order values used in the
Quality Rating calculation
Displayed in this section
are the Refund values used
in the Quality Rating
calculation
FTD Confidential/Proprietary documents and should not be copied or redistributed.
11
Refusal Metrics
Refusal Rating is
calculated by dividing the
shop’s total FTD.com
orders into the number of
orders refused
This section shows your
Refusal Rating and the
tier your shop falls in as
well as a view of the
shops in the market
This section shows the
Reject % as compared to
the market
This section shows your
System Cancels % as
compared to your market
Rejections
+
System Cancels
=
Refusals
FTD Confidential/Proprietary documents and should not be copied or redistributed.
12
Order Comments
Reject Comments include details
for orders the shop has rejected.
Included are order number, item
name and number, price, ZIP
code and the message you
included in your rejection. Each
order is placed in a “bucket”
which was decided by the
reason it was rejected. The
buckets are related to the
following issues: Delivery, Price,
Product, Timing and Other.
This detail will provide guidance
to understanding why refusals
are occurring and what changes
may be made to avoid them.
Cancel Comments include
orders where a question was
asked and it was cancelled by
the system. This section also
displays the orders in “buckets”
providing reasons for refusal
and guidance to make changes.
FTD Confidential/Proprietary documents and should not be copied or redistributed.
13
Summary
The Summary page
displays the opportunities
a shop has to increase
orders. The amounts
displayed include DRP
fees incurred as well as
the value of FTD.com
orders a member was sent
but unable to fill.
FTD Confidential/Proprietary documents and should not be copied or redistributed.
14
Conclusion
Questions?
FTD Quality Department: [email protected]
Member Services: 800.788.900