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Prepared by Measure Consumer Perspectives

Company Overview

August 2012

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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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Scope

• Capability to conduct tens of thousands of shops per monthi. Shoppers: 500,000 within the United States (bilingual)ii. Staffing: 22 Full Time employees; 4 flex time employees;

bilingualiii. Modality: Online Portal Access, as well as push shop and

reporting proceduresiv. Development: Best in Practice form and scenario developmentv. Customization: Shop form and reportingvi. Ability to meet completion rates

• Shopper i. Recruitment (internal and external to account for attrition)ii. Training iii. By Location Rotation: 365 Daysiv. Restriction: No more than X visits per day &/ or X visits per brand

• Quality Controli. 4 Level Shop Editsii. Dispute process with accountability reporting

• 24/7 Customer Service

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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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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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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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Pre-Shop Quality Control

• Required client specific certification• Key Quality Metrics retained in shoppers history, and provided upon

completion of every shopi. Grammarii. Speed of shop submissioniii. Consistency of narrative with questionsiv. 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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Mid-Shop Quality Control

• Embed agreements within individual shopsi. Guaranteeing no relationship to employeesii. Verification of visit agreementiii. Trick questions to avoid shoppers answering questions

without thought

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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. Grammarii. Consistencyiii. 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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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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Shopper Fraud

• Shopper fraud, like employee fraud, exists. We work diligently to combat it. Here is what our technology does:i. IP Address trackingii. Password similaritiesiii. Address similaritiesiv. Profile similaritiesv. Social Security Number verificationvi. 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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Modality

• 48 Hour Shop Delivery, distributed through hierarchy• Reporting within the shop

i. Visualizationii. Dashboardingiii. Stacked trendingiv. KPI Measurementv. Performance by questionvi. Specified areas for improvementvii. Location based coaching

• Aggregate Excellence Report, distributed to hierarchy leadersi. Hierarchy-level visualizationii. Hierarchy-level Dashboardingiii. Hierarchy-level Stacked ranking iv. Hierarchy-level KPI Measurementv. Hierarchy-level performance by questionvi. Hierarchy-level specified areas for improvement

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Reporting Suite

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 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 choose

Embed training points, or highlight successes for Key Performance Indicators within the shop

Ad hoc report generation for the power statistician (Custom Roll Ups)

Monthly hierarchy summaries automatically emailed to appropriate hierarchical leaders, highlighting ranking, performance, question by question summaries, areas for improvement, and benchmarking

Executive dashboarding and reporting, that includes comment and sentiment analytics, and KPI metrics

Drillable reports, down to the location level

Let the data come to you

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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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Onboarding Process

• MCP & Client: 48 hours

• 24-72 hours

• 48 hours• Client Dependent*

Distribution & Access

Hierarchy Building

Form Development

& Approval (remote or in

person)

Scenario Development

& Approval (remote or in

person)

Contract Signed

Occurs Simultaneously: 3 Days to 1 week

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Ramping Up

Onboarding Complete

Begin Shopper

Certification

Import Locations

Report Distribution

Set

Logins Provided

Trial Run (internal & external)

Hierarchy Visualization Confirmation

Occurs Simultaneously: 3 Days to 1 Week

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Launch

First 30 Days 60 Days

Portal Training

Round One

Analysis

First Shop

Arrival

Initial QA

Tweak

In Person Meeting

Week 1: Shop Launch

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Deliverables

ClientDaily•48 hour shop turnaround•4 9’s Access

Weekly•Current Completion Summary•Hierarchy Adjustments

Monthly•Aggregate Excellence Report distribution throughout hierarchy

•Single Invoice within 5 days•Completion Summary•Touch Base Call•Dispute Summary (RFA Report)

Quarterly•Assessment of Program

Back To Measure•Hierarchy Updates in XLS Template (Weekly or Monthly)

•Store Updates (Bi-Montlhy or Monthly)

•Feedback

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Differentiation

• 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

You are buying our services, not just our product

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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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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/Dumbii. Text/ WAP/Webiii. 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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Supplier Contact

Measure Consumer PerspectivesScott SlucherSenior Vice President of Sales

scott@measurecp.com502.749.6100 (o)502.489.2158 (m)@ScottSlucher (t)MeasureScott (skype)

657 S. Hurstbourne Parkway#204Louisville, Ky. 40222D&B: 01-593-8367

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