The Benchmark
december 2015
Setting the Standard for Quality Excellence
Quality Review Program Proving Invaluable After launching this summer, the new Quality Service Representative (QSR) Program, created to help FTD Florists optimize order fulfillment, has already proven invaluable to members. The program, which will expand in 2016, allows an FTD QSR to work collaboratively with florists. The program has provided many opportunities to improve order fulfillment and identify how to increase profitability while streamlining processes at flower shops.
“The FTD quality scorecard provided helpful analytics highlighting the strengths and weaknesses of my shop’s operation. Utilizing the data promptly improved our operations, enhanced our customers’ overall experience and grew our order profitability.” - Michael Azzone, Designs by Guzzardos, Melrose Park, IL
FTD Florists are selected for a QSR review based on the shop’s quality rating, test order performance or FTD.com customer satisfaction scores. During the review, members are provided with key performance metrics that offer an inside look into a consumer’s view of their flower shop, which can help identify opportunities for improvement. Each florist is also presented with a quality scorecard focusing on three specific metrics—quality rating, refusal rating (rejects and cancels) and customer satisfaction. The scorecard demonstrates how quality order fulfillment can not only improve their local business, but strengthen quality throughout the Mercury Network.
Visit FTDi.com/Quality to review all FTD Quality Programs.
In This Issue: The FTD® Holiday Wishes™ Bouquet by Better Homes and Gardens® (15-C6d)
• Quality Review Program Proving Invaluable • Top 5 Fulfillment Best Practices • Special Delivery for Military Orders • Redefine Luxury • Minimize Overbuying with Top Flowers to Fill FTD Orders