florist quality scorecard - ftdi.com · 2019. 6. 25. · ftdi.com – florist scorecard login to...
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Florist Quality Scorecard
FTD Confidential/Proprietary documents and should not be copied or redistributed.
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The Florist Quality Scorecard
What is the Florist Quality Scorecard?• The Florist Quality 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 FTDi.com.
How will the scorecard help me?• The scorecard will allow you to monitor your 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.
• It provides a benchmark to view your performance compared to other flower shops in your market.
• The scorecard is designed to help you identify opportunities to improve your quality metrics, receive more orders and instill industry best practices.
FTD Confidential/Proprietary documents and should not be copied or redistributed.
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OrderOpportunity
Fulfillment Performance
Cities andZip Codes
Everyday & HolidayCodified Product
MercuryTechnology
Quality RefusalRating Rating
OrderAwarded
OrderEligibility
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.com Path to Orders
Note – To discuss Mercury Technology call “…..” To discuss Cities and ZIP Codes call “…..” To discuss Codified Product call your Market Place Rep.
FTD Confidential/Proprietary documents and should not be copied or redistributed.
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FTDi.com – Florist Scorecard Login
To find your Florist Quality Scorecard, go to FTDi.com and find the FTD Quality Programs and click.
Once in the Quality section, choose Florist Scorecard in the left sidebar and login.
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 in this box to review test order results.
Click on one of these dates to review your monthly Florist Scorecard.
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
The Quick Links provide direct access to each page of data
Provides a snapshot of the member’s Quality Rating and Refusal Rating for this period as well as the market average
Shop Name – Shop Code and Scorecard Date
Scorecard Navigation
Provides monthly view of Net Promoter Score, number of responses and a comparison to the competition
FTD Confidential/Proprietary documents and should not be copied or redistributed.
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Member 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.
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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 colored bars will reveal ratings
Provides Average Order Value (AOV) for FTD.com and Florist to Florist Orders
Floating over the colored bars will reveal totals
Provides FTD.com order volume for the month
Includes orders sent and orders filled
Floating over the colored bars will reveal totals
FTD Confidential/Proprietary documents and should not be copied or redistributed.
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13 Month Trends
Provides a rolling 12 month view of quality metrics
Floating over the colored bars will reveal ratings
Provides a rolling 12 month view of Net Promoter Score
Floating over the colored bars will reveal ratings
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.
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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.
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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.
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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 when you have asked a question and the order was system canceled. 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.
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Summary
The Summary page displays the opportunities a shop may have missed. 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.
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Path To Orders
Questions?
Contact the Florist Quality Team at [email protected].