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  • 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 shops opportunity to receive FTD.com orders, as defined by

    the FTD Path to Orders.

    http://www.ftdi.com/quality/path/

  • 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

    members 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 shops total

    FTD.com and Florist orders

    into shops 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

    shops 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

    shops 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: QSR@FTDi.com

    Member Services: 800.788.900

    mailto:QSR@FTDi.com