an overview of our capabilities. Email me to get into the details - scott@measurecp.com

1. Company
Overview
Prepared by Measure August
Consumer Perspectives 2012
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2. Vision, Values, Mission
• Measure’s vision is to raise the world’s service levels
• That vision starts with our firm creating valuable shopping and
auditing programs that deliver insights directly related to KPI, and
providing fast, happy customer service to our clients
• We know that our client’s positive customer experiences translate
into their increased profits
• We value working with businesses who use our data to enact
positive change within their organization and with their customers
Our mission is to provide the best in class shop programs, customer
service, and innovate within our industry, and to have fun while doing it
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3. Scope
• Capability to conduct tens of thousands of shops per month
i. Shoppers: 500,000 within the United States (bilingual)
ii. Staffing: 22 Full Time employees; 4 flex time employees; bilingual
iii. Modality: Online Portal Access, as well as push shop and
reporting procedures
iv. Development: Best in Practice form and scenario development
v. Customization: Shop form and reporting
vi. Ability to meet completion rates
• Shopper
i. Recruitment (internal and external to account for attrition)
ii. Training
iii. By Location Rotation: 365 Days
iv. Restriction: No more than X visits per day &/ or X visits per brand
• Quality Control
i. 4 Level Shop Edits
ii. Dispute process with accountability reporting
• 24/7 Customer Service
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4. Shopper Selection
• Recruitment (Current database at 500,000)
i. Mystery Shopping Providers Association (Trade Organization)
ii. Shopper sites (Volition.com, Jobslinger.com, MSJobboard, etc)
iii. Schedulers’ Job Boards
iv. Referral: Monetization of current shopper base
v. Sponsorship of Mystery Shopper Conferences
vi. Social Media
• Approach to Hiring Process
i. Anyone can go through our online shopper application
ii. Acceptance of Independent Contractor Agreement required
iii. Vet shoppers through client specific training and certification
iv. High shopper pay so that quality shoppers will certify for program
v. Ongoing vetting through consistent shopper grading
vi. Bundle shops for shoppers to conduct a remote route
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5. Shopper Quality
• Communication
i. Mystery Shopping Providers Association (Trade Organization)
ii. Shopper sites (Volition.com, Jobslinger.com, MSJobboard, etc)
iii. Scheduler’s Job Boards
iv. Social Media
• Required Information
i. Signed Independent Contractor Agreement
ii. Social Security Number (for identity verification)
iii. Drivers License/ Photo for specific clients
• Controls
i. Multiple Login
ii. IP tracing
iii. Profile similarities (password, last name, email patterns)
iv. Social Security Verification
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6. Training Practices
• Pull from our 500,000+ database of mystery shoppers in all 50 states
• Design client specific shopper training/ testing sessions
i. Sessions are multimedia in approach (with client approval) &
supplement all written training materials. Developed in conjuction
with client.
ii. Training is demonstrative of what is/ isn’t to occur within the shop
(includes both customer service experience and shopper
behaviors)
iii. Training is required for shoppers to apply for client shops.
iv. Passing is a requirement in order for shoppers to complete client
specific. Passing thresholds are set between 90-100%,
depending on client preference. Failure shoppers will be given
two opportunities to pass the test. Continued failures result in the
shopper being denied any additional training opportunities for 90
days, and will not be allowed to complete any shops.
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7. Pre-Shop Quality Control
• Required client specific certification
• Key Quality Metrics retained in shoppers history, and provided upon
completion of every shop
i. Grammar
ii. Speed of shop submission
iii. Consistency of narrative with questions
iv. Ability to upload documentation/ Photo/ Document Verification
• Trade organization certification
• In order to avoid shopper detection, we will also enforce brand and visit
restrictions. An example might be as follows: Shoppers will be
restricted to completing no more than 2 shops per day for the brand,
and no more than 4 shops per month for the brand.
• Enforced rotation: Shoppers will be unable to visit a single location
more than once in a 365 day period.
• Higher caliber shoppers command higher compensation. Our shopper
payment reflects that.
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8. Mid-Shop Quality Control
• Embed agreements within individual shops
i. Guaranteeing no relationship to employees
ii. Verification of visit agreement
iii. Trick questions to avoid shoppers answering questions
without thought
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9. Post-Shop Quality Control
• Shoppers required to submit their shop the same day of shop completion,
unless there is a specified waiting period allowing for the sales associate to
follow up with the customer.
• With any required waiting time, the shopper will be required to submit all
portions of the shop, excepting the questions pertaining to the follow up.
• Upon submission, the shop will go through a rigorous four step editing
process, wherein different editors review each shop for the following:
i. Grammar
ii. Consistency
iii. Proof of visit (Location photo comparison)
iv. Required documentation
• Failure to meet any one of the required areas above may result in the
shop either being corrected or discarded, depending on the individual
situation
• Shoppers will be graded on these 4 criteria. They will also be put back in
the queue for future shops
• 48 hour turn around once the shop is completed
• Shops arrive via email, and are also housed in our online portal
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10. Quality Control: Disputes
• RFA: (Request for Assistance)
i. Only appropriately designated client team members will be able to
submit an RFA to prevent abuse.
ii. RFAs are tracked in the system, and will be emailed to the client
on a monthly basis.
iii. Holds Measure accountable via metrics to the client (shopper error,
editor error, client request, etc.)
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11. Shopper Fraud
• Shopper fraud, like employee fraud, exists. We work diligently to
combat it. Here is what our technology does:
i. IP Address tracking
ii. Password similarities
iii. Address similarities
iv. Profile similarities
v. Social Security Number verification
vi. Geocoded tracking (smart phone users only)
vii. Photo EXIF data analysis (Essentially, reviewing the DNA of photo
to see if it has ever been submitted to the system before-helps
avoid shoppers reusing their information)
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12. Modality
• 48 Hour Shop Delivery, distributed through hierarchy
• Reporting within the shop
i. Visualization
ii. Dashboarding
iii. Stacked trending
iv. KPI Measurement
v. Performance by question
vi. Specified areas for improvement
vii. Location based coaching
• Aggregate Excellence Report, distributed to hierarchy leaders
i. Hierarchy-level visualization
ii. Hierarchy-level Dashboarding
iii. Hierarchy-level Stacked ranking
iv. Hierarchy-level KPI Measurement
v. Hierarchy-level performance by question
vi. Hierarchy-level specified areas for improvement
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13. Reporting Suite
Let the data come to you
Off the shelf back engines for real time reporting, security and uptime; Measure based custom interface
We have over 40 canned reports in our online portal, including stacked and dashboard reporting. Client can select
1 most valuable reports, and have them automatically and regularly delivered via email so that login isn’t necessary
Individual shops display trending, aggregate information, question by question performance, and ranking if the client
2 choose
Embed training points, or highlight successes for Key Performance Indicators within the shop
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Ad hoc report generation for the power statistician (Custom Roll Ups)
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Monthly hierarchy summaries automatically emailed to appropriate hierarchical leaders, highlighting
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ranking, performance, question by question summaries, areas for improvement, and benchmarking
Executive dashboarding and reporting, that includes comment and sentiment analytics, and KPI metrics
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7 Drillable reports, down to the location level
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14. Further Analytics
Our system is designed to integrate and report on multiple data streams,
like sales data, social media sentiment, and customer satisfaction scores.
Our reporting capabilities are limitless. If there is something that is
needed that we don’t have, we can design and build it for you.
We also know that further analysis may be requested. We have the
capabilities to uncover additional insights through individually prepared
reports that include regression and infographics.
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15. Onboarding Process
Occurs Simultaneously: 3 Days to 1 week
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16. Ramping Up
Occurs Simultaneously: 3 Days to 1 Week
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17. Launch
First
Shop
Arrival
Round In Person
Initial Portal
QA One Meeting
Training
Analysis
Tweak
Week 1: Shop Launch First 30 Days 60 Days
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18. Deliverables
Monthly
•Aggregate Excellence Report
distribution throughout
hierarchy
•Single Invoice within 5 days
Weekly •Completion Summary Quarterly
•Touch Base Call
•Current Completion Summary •Assessment of Program
•Dispute Summary (RFA Report)
•Hierarchy Adjustments
Daily Back To Measure
•48 hour shop turnaround •Hierarchy Updates in XLS
Template (Weekly or Monthly)
Client
•4 9’s Access
•Store Updates (Bi-Montlhy or
Monthly)
•Feedback
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19. Differentiation
You are buying our services, not just our product
• High Availability: Annually at Four Nines
• Dedicated account manager, available 24 hours a day
• Bilingual account services
• Founder and president’s full access (home, wireless, office)
• Scalable and efficient delivery model
• Our push reporting technology translates into easy access to data
• Consultative Partner
• Best in Class Practice recommendations
• Dashboard with views around multiple data streams (customer sat/
sales performance)
• Video mystery shopping capabilities
• Question based triggers
• Innovations to compliment the verbiage and data received from the
shopping program
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20. Innovation and Leadership
• Selected blogger for Greenbook.org, Quirks, Retail Customer
Experience
• Market research source for the New York Times
• Only mystery shopping firm with a mobile based customer feedback
program (SMS/Web/WAP)
• Crowdsourced Mystery Shopping Program: “2Random Questions”
• Founding member of the Video Shopping Network, an organization of
video mystery shopping firms
• Exclusive Contract with Lawmate America, manufacturer of US military
grade hidden camera equipment to increase ability to conduct video
shops
• Traditional and Video mystery shopping leader
• Android and iPhone based Mystery app for shop submission
• Serve on the board for our trade organization
• Work with the FBI combatting shopper fraud
• White Labeled Mystery Shopping Services provided to non-mystery
shopping firms
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21. Additional Offerings
At our core, we’ve always been a been a mystery shopping firm. Our
expanded offerings allow us new and innovative ways to do it, and serve
to compliment our services
• Text/ Sentiment Analytics of shopper narratives
• Mobile feedback program (Port Ins, Port Outs, Payment, Service,
etc.).
i. Smart/Dumb
ii. Text/ WAP/Web
iii. Real time KPI measurement and response
• Crowdsourcing (customer satisfaction surveys and mystery shops)
• Audio and Video recorded shops
• Branding/ De-Branding audits
• Reseller compliance
• Back of House compliance audits
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22. Supplier Contact
Measure Consumer Perspectives
Scott Slucher
Senior Vice President of Sales
scott@measurecp.com
502.749.6100 (o)
502.489.2158 (m)
@ScottSlucher (t)
MeasureScott (skype)
657 S. Hurstbourne Parkway
#204
Louisville, Ky. 40222
D&B: 01-593-8367
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23. Measure Consumer Perspectives
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