FIRST_RecoDeck KM notes (2)

Project FIRST
Initial Post-Research Recommendations

2
FIRST Agenda
• Executive Summary
• Key Learnings & Feedback
• 90-Day Financial Review
• Recommendations
• Cost Overview
• Appendix
•Test to determine how we might better the in-center
customer experience and better promote our core
products, printing and shipping. Ultimately deliver a
recommendation for RRR.
•NOT Store – not a teardown/rebuild
•A test… anticipated there would be some winners,
some losers and possibly some question marks.

3
Phase 3:
In-Market Testing
(July 11, 2013 –
Jan 31, 2014)
Phase 4:
Post-Research,
Evaluation and Final
Recommendations
NOTE: 90 days into testing phase
Phase 2:
Concept Development
ProjectFIRST4-PhaseProcess
Phase 1:
Pre-Research
FIRST Project Recap
Send a clear message of who we are, what
we do and how we can help customers
Breathe new life and energy into FXO brand
for existing customers; for others, an
introduction to the buzz
Improve store merchandising through
intuitive design
Allow our customers to shop and purchase
how they want
FOCUS:
INNOVATE
& INSPIRE:
Emotionally engage and inspire our
customers through our people, capabilities,
technology and more
RADIATE:
SIMPLIFY:
TRANSACT:
Guiding Principles

Construction completed in the 5 FIRST stores mid-July. Key learnings ~ 90 days into
testing are below.
•65% of shoppers noticed changes in the center
◦ “Store navigation and “inspiring environment” trending highest
◦ Edina & Fairfax customers noticed most change, with 92% aided awareness of Pack Plus
•Perception of experience at FXO vs. competitors shows FXO emerges as leader in
terms of store design:
◦ Overall experience (up 18 points from pre-First)
◦ Design of the store (up 19 points from pre-First)
◦ Brightness (up 24 points from pre-First)
•Post-Research shows store layout and updated signage working harder to ease store
navigation.
◦ Good Store Layout (up 48% from pre-First)
◦ Store Signs (up 69%)
◦ Store Staff (up 92% from pre-First)
FIRST Executive Summary
NOTE: Increase in head count and training for Pack
Plus locations.
4
•Compared to other ship/copy/print shops,
what do you think of your experience at FXO
better/worse or the same on each of the
following attributes…
•Bkz the bulk of our customers are
infrequent shoppers
•W 28-33% of the shoppers
noticing changes calling
these changes out first.

FIRST Executive Summary
• Majority of customers ‘very satisfied’ or ‘satisfied’ with changes to stores:
◦ Ease of Navigation – 94%
◦ Open Layout – 92%
◦ Signs – 82%
◦ Color Coded Zone – 74%
• Increase in aided awareness of majority of products and services ***
◦ Average # of products aware of pre-FIRST: 11.9
◦ Average # of products aware of post-FIRST: 16.5 (39% increase)
◦ Most significant awareness increase in printing at front counter (+31 points), submitting
orders via email/online (+28 points), custom signs & graphics (+31 points), digital photo
prints (+29 points)
SO… ~ 90 days into the test, we feel FIRST has some clear wins: overall design, color zoning, navigational cues and signage.
Pack Plus is making a huge statement. Some fixtures need tweaking and additional consideration, but overall - -some positive
findings that could be integrated into refresh packages.
5

6
Project FIRST Research
Store Observations
& Employee
Interviews
Camera/Videos Shop-Alongs Quant Survey Intercepts
Pre Research
10/12/12 –11/19/13
9 Employee
Interviews –
Chicago, Plano,
Edina only
3 – Chicago, Plano,
Edina only
12 – Chicago,
Plano, Edina
only
N= 178
Chicago, Plano, Edina
only
Post Research
9/16/13 – 9/24/13
11 Employee
Interviews – All
except Chicago
No Video
17 - All except
Chicago
N = 211
All except Chicago
Recap of the methodology, details surrounding FIRST pre and post research. The store
observations, employee interviews, the utilization of video, shop alongs and Quant survey
intercepts.

Challenge: Solution:
1
2
3
4
8 Research findings informed design
Full-service shipping vs.
printing confusion at
counter. Customers often
unsure of where to queue
for print and/or ship
Visually & physically
delineated pack and ship
from print
Clearly distinguished,
open floor plan needed.
Customers unsure of
where to go to accomplish
tasks.
Transparency.
Customers want to see
that their projects are
being worked on, but not
the production mess.
Break physical barrier at
front counter.
Continuous counter kept
TMs from interacting with
customers throughout the
store.
FIRST Current In-Store Testing
Color zoning and blades
define where to go for
specific products and
services
New fixtures obstruct view of
production clutter
By breaking the front counter Team
Members now encouraged to assist
customers wherever needed
7

Challenge: Solution:
5
6
7
8
8 Research findings informed design
FIRST Current In-Store Testing
Permit customers to
leave front counter.
Current store design
doesn't’t give
customers a reason to
leave counter to shop.
Product awareness.
Current floor plan and
clutter kept core
products from standing
out.
Working space &
privacy. Limited
surface areas left
customers with no
workspace or privacy.
Inspiration. Only small
fixture dedicated to
displaying limited print
products.
Inspiration visuals and organized store
layout drive customers to explore/offer
TMs cross-sell opportunity
Ample surface areas give
customer ability to work
on/organize projects
comfortably
The Idea Studio area* brings print to life by
showcasing different products and
substrates available on the feature wall. The
iPads and binders on tables to be used as a
consultative tool for the team members
bringing the area to life
With clean drive aisles, color
zoning and larger displays,
core products take center
stage
*The Idea Studio area is not fully realized, learnings are meant for optimization moving forward
8

Challenge Research Insights
1 Full-Service shipping vs. printing
confusion at counter
Pre-refresh, customers were unsure exactly where to go; the clear delineation
creates the distinction they need, though their first instinct is to queue where
they see a team member. 94% of all customers were satisfied or very
satisfied with navigational changes.
2 Break physical barrier at front
counter
TMs are no longer trapped behind the counter; the breaks appeal greatly to
them as it helps them assist customers quicker and more seamlessly.
Likewise, customers feel TMs are available to assist
3 Transparency
Visual sight of team members leads to increased perceptions of quality and
service, but opaque shields meant to hide clutter obstruct team members view
of incoming customers
4 Clearly distinguished, open floor
plan
Customers experience far less difficult navigating the store; the open floor
plan, impulse fixtures, zones, signs, blades and powder-coated end caps
facilitate navigation and are appreciated by customers and team members.
92% of customers were satisfied or very satisfied with open layout .
Overall, great strides have been made in meeting the challenges
discovered in pre-research:
FIRST Post-Research Findings
9

Challenge Research Insights
5 Workspace & privacy
While previously customers felt the centers were cluttered and left little room to work;
they embrace and utilize the increased amount of work space, and feel privacy is
sufficient
6 Inspiration
The Idea Studio Wall is far more visually appealing than the previous fixture; further
research is needed to test effectiveness of Idea Studio once full installation is complete
(e.g. iPads and sample binders in place) and TM training has been completed.
“I was surprised that I did end up using the wall to show substrates. I was with a customer in the area and it
was a natural opportunity to take them to the wall.” Center Manager – Edina
7 Product Awareness
The significant reduction in clutter has helped clearly distinguish core products and
services; aided awareness increased in majority of products and services
Product awareness in post research customers increased 39%.
8 Permit customers to leave
front center
Customers spent less time waiting in line; though still unsure of whether they should
explore the center while their project was being worked on
Overall, great strides have been made in meeting the challenges
discovered in pre-research:
FIRST Post-Research Findings
10

“It is easy to find what I am looking
for”
“It is more user
friendly”
“It makes the experience better and my time in
the store better”
“It is easier to find where
you need to go”
“It is just very bright and more
user friendly”
“Open layout”
“Less cluttered”
“Visibility of zones”
“New equipment”
“More welcoming”
“Makes more sense, useful”
“Big work tables”
“Color coded zones”
“Defined split between
packaging and printing”
“Open layout, bright, good sight lines, separation of
shipping and printing”
“Work tables”
“Nice Big sign for shipping. Better
location of shipping counter.”
“Shipping closer to door”
“New tables”
“Easy navigation”
“Openness”“More organized”
“Work station space”
55% like the open layout
“Modern”
“Signage”
43% like the open layout, 14% like the brightness
62% like the open layout, 17% like the color70% like the open layout, 19% like the brightness
What do you like most about the changes in this location?
“It looks great in here! I could
see myself spending time
working here.”
“I love the bright
colors!”
“It has a brighter
and more
inviting feel.”
Customers Appreciate the New FIRST Layout
Plano Southlake
Fairfax
Edina
11

What do you like most about the changes in this location?
Team Member Feedback
Plano Southlake
Fairfax
Edina
“I think it looks great, the refresh
makes this seem like a more modern,
lively space.”
“The new layout is more open, we’re getting
really positive feedback from customers.”
“I love it; I feel proud to work
here.”
“This feels more professional and more pulled
together.”
“It’s cleaner and brighter than
before.”
“Pack Plus, and more space
designated for shipping, has
increased our shipping
revenue.”
“I love the refresh, it’s more
than just cosmetic changes,
it’s great!”
“I like everything!”
“The refresh makes it feel like a more customer
centric atmosphere.”
“Customers love the extra room in the
work areas, no more throwing elbows at
each other.”
“Now we’re a one-stop
shop.”
“We get great feedback from the customers;
they love the colors and the workstations, they
just want that personal space.”
“I like it, it really helped liven it
up.”
“It feels much more
updated now.”
“Our regulars have noticed and really
appreciate it, too.”
“It really opened up the front of the
store.”
“The open layout is
working well! The clouds
look great, the colors are
vibrant and customers
are noticing.”
“Customers are liking the light that's coming in now
there's more window exposure.”
12

FIRST Zone Spotlight: Pack Plus
● Pack Plus noticed by large majority (92%) and reaction is extremely positive
Q: “Some FedEx Office locations are now equipped with a
FedEx Pack Plus Center - a ‘store within a store’ geared at
helping you more efficiently ship any packages (including big,
bulky, and fragile items such as bicycles).
Did you notice this during your recent visits to FedEx Office?”
How did Pack Plus impact your experience?
(Among those who said ‘yes, and used’)
2%3%
15%
45%
28%
52% 52%
Fairfax Edina
I would be very interested
I would be somewhat
interested
I'm not sure if I would be
interested
I would not be very interested
I would not be interested at all
Does this sound like a concept you are interested in?
(Among those who said ‘yes, but not used’ and ‘no, haven’t noticed’)
Base: Total Edina and Fairfax sample (107)
Clearly, Pack Plus design grabs
customer attention. In addition, it
has impacted customer experience
extremely positively (100% in Edina,
83% in Fairfax). Interest in Pack
Plus high as well (80% in Edina,
97% in Fairfax).
13

14
FIRST 90-Day Financial View
Construction First Center Control District
Year 1 November 1, 2011 to April 29, 2012 July 8, 2012 to October 9, 2012
Year 2 October 30, 2012 to April 28, 2013 April 29, 2013 to June 7, 2013 July 7, 2013 to October 8, 2013
Year 1 November 8, 2011 to May 6, 2012 July 15, 2012 to October 9, 2012
Year 2 November 6, 2012 to May 5, 2013 May 6, 2013 to June 14, 2013 July 14, 2013 to October 8, 2013
Year 2 November 20, 2012 to May 19, 2013 May 20, 2013 to May 31, 2013 June 30, 2013 to October 8, 2013
Year 2 November 13, 2012 to May 12, 2013 May 13, 2013 to June 7, 2013 July 7, 2013 to October 8, 2013
Year 2 November 20, 2012 to May 19, 2013 May 20, 2013 to May 31, 2013 June 30, 2013 to October 8, 2013
1936 Southlake, TX
62 Virginia
103 Plano
42 Minneapolis
118 Chicago Downtown N
28 Grapevine
Pre Period Post Period
1833 Fairfax, VA
3114 Plano, TX
622 Edina, MN
3623 Chicago, IL
• Pre / Post analysis measured test vs. control transaction and net revenue performance, before and after the
opening of redesigned stores
• In aggregate, the FIRST centers have performed better than the control districts in transactions and revenue
• Four of five FIRST centers are performing better in transactions, while 3 out of 5 are performing better in revenue
• Southlake (#1936) is performing worse than the district in transactions, but better in revenue
• The product code reporting shows that the transaction decline was driven across virtually all categories (with the
exception of FS Color, Mailing & Shipping and Passport Photo)
• Fairfax (#1833) and Plano (#3114) are performing worse than the district in revenue, but better in transactions
• We typically see right-size, relos and refreshes declining in forecast (typically ~2.5-7.5%) the months following
construction complete dates. Forecast tends to improve several months out. (Real Estate finance manager- Megan Butler)
RECOMMENDATION: Revisit financials at the end of test period on January 31, 2014.
…and their corresponding district that
was used as a control

Test vs. Control Transactions Detail
Transactions
Center / District PRE Period 1 PRE Period 2 % Change PST Period 1 PST Period 2 % Change B/(W) Points
First Centers 233,604 212,004 -9% 117,481 112,168 -5% 5
Control Districts 1,921,118 1,846,701 -4% 1,029,805 996,861 -3% 1
Period Period
FIRST centers up 5 B/(W) points compared to Control Districts at 1 B/(W) points
Net B/(W)vs.
Control
622 Edina, MN 53,022 47,970 -10% 26,124 25,436 -3% 7 6
1833 Fairfax, VA 50,679 47,673 -6% 23,333 22,388 -4% 2 4
1936 Southlake, TX 12,042 13,936 16% 7,041 7,759 10% (6) (4)
3114 Plano, TX 61,194 52,796 -14% 28,906 26,904 -7% 7 5
3623 Chicago, IL 56,667 49,629 -12% 32,077 29,681 -7% 5 3
Dist 42 Minneapolis 443,235 418,549 -6% 231,156 220,590 -5% 1
Dist 62 Virginia 310,614 294,349 -5% 149,173 137,924 -8% (2)
Dist 28 Grapevine 328,357 321,932 -2% 182,402 175,789 -4% (2)
Dist 103 Plano 380,480 360,667 -5% 196,828 190,040 -3% 2
Dist 118 Chicago Downtown N 458,432 451,204 -2% 270,246 272,518 1% 2
PeriodPeriod
• Revenue and transaction totals exclude Sales Covered Commercial Accounts
• District totals exclude First Centers

Net B/(W)vs.
Control
622 Edina, MN 701,956$ 608,723$ -13% 329,299$ 324,404$ -1% 12 8
1833 Fairfax, VA 549,912$ 539,931$ -2% 279,675$ 252,346$ -10% (8) (3)
1936 Southlake, TX 184,304$ 189,007$ 3% 119,032$ 122,424$ 3% 0 7
3114 Plano, TX 660,515$ 563,347$ -15% 340,727$ 317,775$ -7% 8 (2)
3623 Chicago, IL 497,390$ 431,161$ -13% 274,311$ 259,614$ -5% 8 5
Dist 42 Minneapolis 5,267,107$ 4,901,766$ -7% 2,766,887$ 2,681,189$ -3% 4
Dist 62 Virginia 3,239,003$ 3,130,281$ -3% 1,553,084$ 1,424,617$ -8% (5)
Dist 28 Grapevine 4,540,557$ 4,428,807$ -2% 2,395,269$ 2,186,747$ -9% (6)
Dist 103 Plano 4,283,117$ 4,102,236$ -4% 2,110,778$ 2,238,175$ 6% 10
Dist 118 Chicago Downtown N 4,256,022$ 4,302,494$ 1% 2,498,768$ 2,601,331$ 4% 3
Period Period
• Revenue and transaction totals exclude Sales Covered Commercial Accounts
• District totals exclude First Centers
• Net Sales excludes shipping commissions
First Centers 2,594,076$ 2,332,170$ -10% 1,343,043$ 1,276,563$ -5% 5
Control Districts 21,585,806$ 20,865,585$ -3% 11,324,786$ 11,132,060$ -2% 2
Period Period
Test vs. Control Net Sales Detail
FIRST centers up 5 B/(W) points compared to Control Districts at 2 B/(W) points
Sales

FIRST Recommendations – OPC
• Value engineered/reduced cost “clouds
- Ensure visibility of all clouds /zone area from point of
entry
• Pack Plus signature look in packing/shipping
area, including the marketing wall
• Color zoning the store for ease of navigation
• Impulse fixtures with tweaks to positioning,
quantity and designated use (get paper off the
floor/core marketing messaging)
• Self-service work tables with privacy lips &
blades – value engineer for fewer and
shorter per center
• Feature walls – leveraging open walls
where available
• Project tables in workstation area
• Large window graphics where possible
• Finishing package: white walls, plank
flooring, tile
17

FIRST Recommendations - OPC
• Ideas Studio – Until iPads and binders are in and fully tested and post research is
completed we are not ready to recommend moving forward or not.
◦ However we do think we will want smaller footprint tables to ensure quality of the fixtures that
we had challenges with during the test
• Large window graphics:
◦ Feedback is positive around window graphics driving attention/traffic.
◦ Until master list of window sizes is available in the system, execution could be cost prohibitive.
◦ Consider smaller sizes of window fixture and/or multiple sizes
18

FIRST Recommendations - OPC
• Do not roll out the behind the counter fixture due to size of current fixture vs. limited space
◦ Seek solution for “transparency in Project STORE for future testing
• Powder coated retail end caps.
◦ While they are inexpensive and powerful zoning and merchandising option, it comes with some
flexibility limitations. Marketing thinks they are “nice to have” but would not prioritize vs. items on
previous slides.
19

• Continue SSS transitional signage package, “as is”
◦ Compact space does not justify need for or cost of “cloud package”
• Store layout/adjacencies to ensure customer experience (retail, shipping, print)
• Self-service work tables with privacy lips and blades (limited)
• Finishing package: white walls, plank flooring, tile
• Reduced amount and shorten SS blades – blue blades help call out self serve area
• Reduced amount of impulse fixtures to just one (keep paper off the floor and
promote core messaging)
• Featured Wall dependent upon available wall space (Investigate delivering in 3 sizes
for flexibility)
FIRST Recommendations – Biz. Center
20

• Behind the counter fixture due to size of the current fixture vs. limited space
• Large Idea Studio wall due to available space
• Clouds – move forward with current SSS signage in place of clouds in the smaller
foot print
FIRST Recommendations – Biz. Center
21

• Marketing Cost Breakdown:
◦ Initial Creative Development: ~$350,000
• Marketing Costs Moving Forward:
◦ Creative Development: $20k
◦ Retouching, Studio Costs: $15k
• Current Fixture Cost Breakdown by
Store (in addition to regular right-
size/refresh spend):
◦ Plano, TX: $65,287
◦ Edina, MN: $76,695
◦ Chicago, IL: $37,714
◦ Southlake, TX: $32,667
◦ Fairfax, VA: $70,062
Note: With volume discounts and value
engineering these costs will likely be reduced for
roll out.
FIRST Cost Breakdowns
22

FIRST Next Steps
1. Agree on overall design concepts across Real Estate/Retail/Marketing quickly.
2. Work with RE to RFP and value engineer final approved elements.
3. Continue to evaluate Pack Plus elements, Idea Studio elements to learn how to best roll
out across the network.
4. Incorporate final designs into H2 FY14 refresh plans.
5. Incorporate Brand recommendations for use of Beacon Colors as appropriate as we
continue to work on overall center look and feel.
23

PRE
Period 1
PRE
Period 2
PRE %
Change
PST
Period 1
PST
Period 2
PST%
Change
B/(W)
Points
Net B/(W)vs.
Control
B&W Large Format Roll Prints 706 615 -13% 360 305 -15% (2) (0)
Color Large Format 475 503 6% 194 179 -8% (14) (2)
Express B&W Copies 11,739 9,658 -18% 4,893 4,359 -11% 7 9
Express Color 2,727 2,398 -12% 1,231 1,103 -10% 2 (2)
Express Computer Rental 10,885 10,942 1% 5,665 5,496 -3% (4) (2)
Express Digital Photo Services 1,731 1,451 -16% 692 633 -9% 8 18
Fax 4,685 4,088 -13% 2,169 2,004 -8% 5 11
Finishing Services 2,827 2,815 0% 1,381 1,342 -3% (2) (2)
Full Serve B&W Copies 2,252 2,216 -2% 1,083 1,210 12% 13 8
Full Serve Color Copies 2,062 2,246 9% 922 952 3% (6) (7)
Full Serve Custom Products 74 47 -36% 2 2 0% 36 (13)
Full Serve Document Creation 836 727 -13% 378 441 17% 30 29
In-House 34 44 29% 20 33 65% 36 8
Large Format Finishing 264 275 4% 138 119 -14% (18) (11)
Mailing & Shipping 825 1,265 53% 577 652 13% (40) (32)
Office Supplies 8,011 7,839 -2% 3,394 3,341 -2% 1 7
Outsource 44 36 -18% 23 7 -70% (51) (81)
Passport Photo 500 505 1% 209 209 0% (1) 0
Signs & Banners 2 3 50% 2 1 -50% (100) (122)
Total (ALL) 50,705 47,695 -6% 23,343 22,393 -4% 2 4
Period Period
1833
Fairfax, VA
Net SalesTransactions
PRE
Period 1
PRE
Period 2
PRE %
Change
PST
Period 1
PST
Period 2
PST%
Change
B/(W)
Points
Net B/(W)vs.
Control
B&W Large Format Cut Sheets . 7 0% 5 . 0% - -
B&W Large Format Roll Prints 932 759 -19% 433 444 3% 21 13
Color Large Format 473 451 -5% 250 261 4% 9 4
Express Color 3,369 2,760 -18% 1,662 1,482 -11% 7 4
Express Computer Rental 7,033 6,758 -4% 3,915 4,474 14% 18 17
Express Digital Photo Services 1,378 1,024 -26% 646 574 -11% 15 24
Fax 3,977 3,342 -16% 2,068 1,897 -8% 8 9
Finishing Services 4,868 4,059 -17% 2,283 2,191 -4% 13 6
Full Serve B&W Copies 4,666 4,068 -13% 2,128 1,867 -12% 1 (4)
Full Serve Color Copies 3,681 3,255 -12% 1,536 1,402 -9% 3 (6)
Full Serve Custom Products 126 77 -39% 9 5 -44% (6) 12
Full Serve Document Creation 1,181 984 -17% 551 501 -9% 8 2
In-House 62 68 10% 38 56 47% 38 50
Large Format Finishing 548 420 -23% 270 248 -8% 15 2
Mailing & Shipping 1,176 1,362 16% 495 985 99% 83 89
Office Supplies 8,603 9,242 7% 4,293 4,206 -2% (9) (2)
Outsource 69 59 -14% 43 27 -37% (23) (9)
Passport Photo 357 294 -18% 134 135 1% 18 3
Signs & Banners 8 9 13% 2 5 150% 138 105
Total (ALL) 53,061 48,000 -10% 26,141 25,451 -3% 7 6
Period Period
622 Edina,
MN
PRE
Period 1
PRE
Period 2
PRE %
Change
PST
Period 1
PST
Period 2
PST%
Change
B/(W)
Points
Net B/(W)vs.
Control
B&W Large Format Cut Sheets . 115$ 0% 30$ . 0% - -
B&W Large Format Roll Prints 17,350$ 13,452$ -22% 8,528$ 7,705$ -10% 13 8
Color Large Format 41,431$ 41,997$ 1% 25,406$ 24,988$ -2% (3) (9)
Express B&W Copies 55,923$ 49,990$ -11% 28,416$ 27,890$ -2% 9 7
Express Color 43,089$ 35,224$ -18% 23,050$ 17,617$ -24% (5) (3)
Express Computer Rental 42,222$ 37,064$ -12% 18,599$ 22,671$ 22% 34 37
Express Digital Photo Services 9,462$ 7,264$ -23% 4,702$ 5,027$ 7% 30 38
Fax 19,803$ 19,056$ -4% 10,830$ 11,022$ 2% 6 9
Finishing Services 58,294$ 45,901$ -21% 25,123$ 25,480$ 1% 23 9
Full Serve B&W Copies 107,964$ 72,948$ -32% 45,113$ 41,843$ -7% 25 21
Full Serve Color Copies 190,700$ 170,830$ -10% 83,137$ 79,497$ -4% 6 (2)
Full Serve Custom Products 5,747$ 5,701$ -1% 283$ -$ -100% (99) (59)
Full Serve Document Creation 15,000$ 11,755$ -22% 6,741$ 7,253$ 8% 29 28
In-House 2,375$ 3,938$ 66% 2,312$ 3,011$ 30% (36) (33)
Large Format Finishing 15,577$ 12,486$ -20% 8,135$ 6,729$ -17% 3 (1)
Mailing & Shipping 13,123$ 16,599$ 26% 5,841$ 15,806$ 171% 144 156
Office Supplies 52,375$ 54,491$ 4% 26,898$ 23,664$ -12% (16) (11)
Outsource 6,271$ 4,350$ -31% 4,085$ 1,700$ -58% (28) (39)
Passport Photo 4,807$ 4,476$ -7% 1,947$ 2,106$ 8% 15 13
Signs & Banners 442$ 1,087$ 146% 123$ 395$ 221% 75 (15)
Total (ALL) 702,093$ 608,801$ -13% 329,395$ 324,444$ -2% 12 8
Period
622 Edina,
MN
Period
PRE
Period 1
PRE
Period 2
PRE %
Change
PST
Period 1
PST
Period 2
PST%
Change
B/(W)
Points
Net B/(W)vs.
Control
B&W Large Format Roll Prints 16,716$ 12,884$ -23% 6,945$ 7,673$ 10% 33 52
Color Large Format 40,802$ 43,311$ 6% 23,178$ 17,964$ -22% (29) (22)
Express Color 25,229$ 23,043$ -9% 12,914$ 9,824$ -24% (15) (27)
Express Computer Rental 47,749$ 52,325$ 10% 26,435$ 24,288$ -8% (18) (9)
Express Digital Photo Services 13,626$ 12,478$ -8% 5,987$ 5,329$ -11% (3) 10
Fax 25,436$ 26,137$ 3% 11,571$ 11,570$ 0% (3) 9
Finishing Services 33,689$ 32,233$ -4% 17,376$ 14,119$ -19% (14) (17)
Full Serve Color Copies 115,388$ 124,717$ 8% 54,479$ 50,257$ -8% (16) (7)
Full Serve Custom Products 4,178$ 3,068$ -27% 1,264$ 1,154$ -9% 18 (56)
In-House 974$ 1,234$ 27% 611$ 1,263$ 107% 80 65
Large Format Finishing 7,605$ 7,820$ 3% 6,439$ 4,483$ -30% (33) 3
Mailing & Shipping 9,519$ 15,640$ 64% 8,992$ 14,670$ 63% (1) 9
Office Supplies 50,130$ 49,506$ -1% 21,987$ 20,157$ -8% (7) (3)
Outsource 5,288$ 5,751$ 9% 10,947$ 3,159$ -71% (80) (94)
Passport Photo 6,710$ 7,534$ 12% 3,340$ 3,086$ -8% (20) (4)
Signs & Banners 222$ 246$ 11% 18$ (219)$ -1314% (1,325) (1,410)
Total (ALL) 549,912$ 539,989$ -2% 279,686$ 252,351$ -10% (8) (3)
Period
1833
Fairfax, VA
Period
PRE
Period 1
PRE
Period 2
PRE %
Change
PST
Period 1
PST
Period 2
PST%
Change
B/(W)
Points
Net B/(W)vs.
Control
B&W Large Format Roll Prints 345 395 14% 208 160 -23% (38) (44)
Color Large Format 72 157 118% 80 69 -14% (132) (119)
Express B&W Copies 1,291 1,309 1% 704 642 -9% (10) (10)
Express Color 380 356 -6% 252 205 -19% (12) (9)
Express Computer Rental 1,882 2,152 14% 1,170 1,238 6% (9) (13)
Fax 882 906 3% 488 490 0% (2) (4)
Finishing Services 1,132 1,386 22% 706 840 19% (3) (0)
Full Serve B&W Copies 1,309 1,506 15% 820 855 4% (11) (12)
Full Serve Color Copies 1,184 1,448 22% 625 850 36% 14 16
Full Serve Custom Products 11 15 36% 7 4 -43% (79) (105)
Full Serve Document Creation 337 425 26% 207 189 -9% (35) (34)
In-House 3 28 833% . 9 0% (833) (851)
Large Format Finishing 46 97 111% 48 49 2% (109) (114)
Mailing & Shipping 1,028 1,102 7% 525 702 34% 27 51
Office Supplies 2,029 2,552 26% 1,164 1,388 19% (7) (2)
Outsource 3 13 333% 4 4 0% (333) (340)
Passport Photo 107 86 -20% 33 65 97% 117 114
Signs & Banners 1 3 200% . . 0% (200) (201)
Total (ALL) 12,043 13,941 16% 7,044 7,760 10% (6) (4)
1936
Southlake,
TX
Period Period
PRE
Period 1
PRE
Period 2
PRE %
Change
PST
Period 1
PST
Period 2
PST%
Change
B/(W)
Points
Net B/(W)vs.
Control
B&W Large Format Roll Prints 7,473$ 8,025$ 7% 5,475$ 3,614$ -34% (41) (45)
Color Large Format 10,077$ 13,017$ 29% 8,016$ 7,758$ -3% (32) 6
Express B&W Copies 6,682$ 6,875$ 3% 3,256$ 4,135$ 27% 24 21
Express Color 5,208$ 5,518$ 6% 4,894$ 2,852$ -42% (48) (48)
Express Computer Rental 10,124$ 10,360$ 2% 5,604$ 5,710$ 2% (0) 4
Fax 5,582$ 5,678$ 2% 2,743$ 3,079$ 12% 11 11
Finishing Services 13,157$ 17,711$ 35% 7,203$ 10,573$ 47% 12 9
Full Serve B&W Copies 20,798$ 24,895$ 20% 15,602$ 11,943$ -23% (43) (50)
Full Serve Color Copies 61,684$ 59,753$ -3% 39,560$ 47,737$ 21% 24 34
Full Serve Custom Products 728$ 1,503$ 106% -$ 19$ 0% (106) (217)
Full Serve Document Creation 3,429$ 3,602$ 5% 2,921$ 1,902$ -35% (40) (47)
In-House 31$ 1,029$ 3272% . 277$ 0% (3,272) (3,326)
Large Format Finishing 4,924$ 1,870$ -62% 2,096$ 4,353$ 108% 170 192
Mailing & Shipping 21,492$ 12,677$ -41% 13,750$ 8,888$ -35% 6 25
Office Supplies 11,120$ 13,644$ 23% 6,611$ 6,650$ 1% (22) (21)
Outsource 381$ 1,367$ 259% 836$ 1,790$ 114% (145) (121)
Passport Photo 1,396$ 1,151$ -18% 467$ 1,142$ 145% 162 171
Signs & Banners 20$ 331$ 1557% . . 0% (1,557) (1,561)
Total (ALL) 184,313$ 189,015$ 3% 119,090$ 122,424$ 3% 0 6
Period
1936
Southlake,
TX
Period

Net SalesTransactions
PRE
Period 1
PRE
Period 2
PRE %
Change
PST
Period 1
PST
Period 2
PST%
Change
B/(W)
Points
Net B/(W)vs.
Control
B&W Large Format Cut Sheets 11 5 -55% 11 1 -91% (36) 95
B&W Large Format Roll Prints 974 1,023 5% 506 532 5% 0 (6)
Color Large Format 566 499 -12% 286 239 -16% (5) (2)
Express Color 3,462 2,878 -17% 1,613 1,554 -4% 13 14
Express Computer Rental 14,232 12,235 -14% 6,831 6,777 -1% 13 8
Express Digital Photo Services 1,180 978 -17% 403 361 -10% 7 8
Fax 4,903 4,107 -16% 2,452 1,931 -21% (5) (5)
Finishing Services 5,176 4,130 -20% 2,688 2,412 -10% 10 6
Full Serve B&W Copies 3,127 2,916 -7% 1,513 1,690 12% 18 18
Full Serve Color Copies 3,007 2,808 -7% 1,454 1,582 9% 15 13
Full Serve Custom Products 53 42 -21% 7 1 -86% (65) (72)
Full Serve Document Creation 1,157 1,145 -1% 569 590 4% 5 (6)
In-House 51 50 -2% 25 43 72% 74 88
Large Format Finishing 509 435 -15% 268 186 -31% (16) (40)
Mailing & Shipping 1,765 1,602 -9% 897 747 -17% (7) (0)
Office Supplies 8,948 8,000 -11% 3,805 3,512 -8% 3 6
Outsource 119 97 -18% 49 44 -10% 8 4
Passport Photo 470 382 -19% 213 153 -28% (9) 0
Signs & Banners 7 5 -29% 2 6 200% 229 188
Total (ALL) 61,242 52,825 -14% 28,932 26,924 -7% 7 5
3114
Plano,
TX
Period Period
PRE
Period 1
PRE
Period 2
PRE %
Change
PST
Period 1
PST
Period 2
PST%
Change
B/(W)
Points
Net B/(W)vs.
Control
B&W Large Format Cut Sheets 105$ 28$ -74% 93$ 8$ -92% (18) 322
B&W Large Format Roll Prints 17,529$ 18,800$ 7% 9,898$ 10,636$ 7% 0 (13)
Color Large Format 45,354$ 39,226$ -14% 27,184$ 22,838$ -16% (2) (16)
Express Color 38,000$ 33,984$ -11% 17,826$ 21,879$ 23% 33 43
Express Digital Photo Services 8,923$ 8,332$ -7% 3,050$ 2,678$ -12% (6) (7)
Fax 27,241$ 24,987$ -8% 12,805$ 11,887$ -7% 1 (0)
Full Serve B&W Copies 67,223$ 57,120$ -15% 34,649$ 34,288$ -1% 14 (2)
Full Serve Color Copies 154,618$ 121,667$ -21% 89,576$ 80,770$ -10% 11 1
Full Serve Custom Products 2,631$ 2,643$ 0% 60$ 57$ -5% (5) (95)
Full Serve Document Creation 12,426$ 13,435$ 8% 5,798$ 7,892$ 36% 28 29
In-House 1,395$ 1,713$ 23% 863$ 1,616$ 87% 64 83
Large Format Finishing 17,955$ 9,374$ -48% 8,061$ 4,141$ -49% (1) (43)
Mailing & Shipping 25,098$ 27,408$ 9% 13,856$ 10,297$ -26% (35) (41)
Office Supplies 55,677$ 45,105$ -19% 22,587$ 19,098$ -15% 4 2
Outsource 18,072$ 11,561$ -36% 11,379$ 6,319$ -44% (8) (121)
Passport Photo 6,348$ 6,121$ -4% 3,183$ 2,358$ -26% (22) (5)
Signs & Banners 226$ 269$ 19% 46$ 52$ 13% (6) (170)
Total (ALL) 660,907$ 563,570$ -15% 341,048$ 317,852$ -7% 8 (2)
3114
Plano,
TX
PeriodPeriod
PRE
Period 1
PRE
Period 2
PRE %
Change
PST
Period 1
PST
Period 2
PST%
Change
B/(W)
Points
Net B/(W)vs.
Control
B&W Large Format Roll Prints 441 341 -23% 264 187 -29% (6) (10)
Color Large Format 352 312 -11% 162 205 27% 38 26
Express Color 2,113 1,782 -16% 1,046 1,045 0% 16 17
Express Computer Rental 20,240 17,874 -12% 12,048 11,625 -4% 8 5
Express Digital Photo Services 576 330 -43% 284 130 -54% (12) (7)
Fax 3,745 3,073 -18% 1,960 1,652 -16% 2 (0)
Finishing Services 3,165 2,955 -7% 1,768 1,579 -11% (4) (6)
Full Serve B&W Copies 3,195 3,183 0% 1,889 2,083 10% 11 (2)
Full Serve Color Copies 2,250 2,184 -3% 1,221 1,180 -3% (0) (6)
Full Serve Custom Products 38 17 -55% 10 2 -80% (25) 1
Full Serve Document Creation 983 943 -4% 521 497 -5% (1) 6
In-House 44 62 41% 35 25 -29% (69) (69)
Large Format Finishing 193 170 -12% 131 123 -6% 6 (11)
Mailing & Shipping 1,446 1,522 5% 974 740 -24% (29) (29)
Office Supplies 7,837 6,909 -12% 4,299 3,891 -9% 2 1
Outsource 44 29 -34% 10 12 20% 54 55
Passport Photo 167 111 -34% 59 90 53% 86 76
Signs & Banners 2 2 0% 7 2 -71% (71) (160)
Total (ALL) 56,701 49,653 -12% 32,085 29,693 -7% 5 3
3623
Chicago, IL
Period Period
PRE
Period 1
PRE
Period 2
PRE %
Change
PST
Period 1
PST
Period 2
PST%
Change
B/(W)
Points
Net B/(W)vs.
Control
B&W Large Format Roll Prints 10,887$ 5,427$ -50% 5,003$ 4,335$ -13% 37 30
Color Large Format 33,848$ 34,571$ 2% 14,833$ 18,294$ 23% 21 3
Express B&W Copies 32,585$ 25,142$ -23% 19,195$ 14,713$ -23% (1) (6)
Express Color 20,433$ 15,106$ -26% 10,275$ 10,568$ 3% 29 29
Express Digital Photo Services 4,376$ 2,747$ -37% 2,089$ 936$ -55% (18) (12)
Fax 18,768$ 17,167$ -9% 9,836$ 9,639$ -2% 7 8
Full Serve Color Copies 109,288$ 100,287$ -8% 73,900$ 55,757$ -25% (16) (12)
Full Serve Custom Products 1,516$ 1,238$ -18% 59$ -$ -100% (82) 10
In-House 1,124$ 1,944$ 73% 872$ 752$ -14% (87) (92)
Large Format Finishing 6,224$ 5,692$ -9% 3,350$ 3,200$ -4% 4 (27)
Mailing & Shipping 16,938$ 14,814$ -13% 8,614$ 7,679$ -11% 2 (8)
Office Supplies 47,109$ 42,057$ -11% 26,823$ 24,798$ -8% 3 3
Outsource 2,720$ 1,610$ -41% 371$ 570$ 54% 94 109
Passport Photo 2,208$ 1,769$ -20% 876$ 1,341$ 53% 73 75
Signs & Banners 10$ 28$ 180% 542$ 96$ -82% (262) (337)
Total (ALL) 497,546$ 431,126$ -13% 274,311$ 259,712$ -5% 8 5
3623
Chicago, IL
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