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FTD Florist Scorecard August 2017

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Page 1: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

FTD Florist Scorecard

August 2017

Page 2: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

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.

Page 3: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

FTD Confidential/Proprietary documents and should not be copied or redistributed.

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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

Page 4: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

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.

Page 5: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

FTD Confidential/Proprietary documents and should not be copied or redistributed.

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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).

Page 6: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

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

Page 7: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

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

Page 8: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

FTD Confidential/Proprietary documents and should not be copied or redistributed.

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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

Page 9: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

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

Page 10: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

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

Page 11: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

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

Page 12: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

FTD Confidential/Proprietary documents and should not be copied or redistributed.

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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.

Page 13: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

FTD Confidential/Proprietary documents and should not be copied or redistributed.

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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.

Page 14: FTD Florist Scorecard - Mercury Network · FTD Florist Scorecard ... • It provides a benchmark to view your performance compared to other flower ... of which impact a shop’s opportunity

FTD Confidential/Proprietary documents and should not be copied or redistributed.

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Conclusion

Questions?

FTD Quality Department: [email protected]

Member Services: 800.788.900