Florist Quality Scorecard - FTDi.com · 2019. 6. 25. · FTDi.com – Florist Scorecard Login To find your Florist Quality Scorecard, go to FTDi.com and find the FTD Quality Programs

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.


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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.


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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.


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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


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Member Profile

Member Details

FTD.com Zip Codes and Cut-Off Times

Everyday and Holiday Codification


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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


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13 Month Trends

Provides a rolling 12 month view of quality metrics


Provides a rolling 12 month view of Net Promoter Score


The black bar shows how many FTD.com orders were sent to the shop

The gold bar indicates how many FTD.com orders filled


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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


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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


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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.


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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.


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Path To Orders

Questions?

Contact the Florist Quality Team at [email protected].

Documents

Florist Quality Scorecard - FTDi.com · 2019. 6. 25. · FTDi.com – Florist Scorecard Login To find your Florist Quality Scorecard, go to FTDi.com and find the FTD Quality Programs