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M5 Service Efficiency and Customer Experience Consultation

Assessment – $4200 plus expenses | Process Improvement Implementation Weeks – $7200 plus expenses

CooP Reimbursement Initial Performance Objectives
M5 Service Efficiency and Customer Experience Consultation
Category	Retailer Metrics	Baseline	Source of Data	Target Increase	Measurement Period
Retention	CP RO Growth	Baseline established at initial consultation meeting, previous 3 month average. Baseline will be recalculated if assessment date is more than 90 days from initial onsite consultation.	Financial statement, DMS reports, SOA data collection	Minimum 10% increase over previous 90 day average	First 4 calendar months following initial onsite consultation (does not include assessment)
AND
Service Capacity	Monthly Labor Hours Produced	Baseline established at initial consultation meeting, previous 3 month average. Baseline will be recalculated if assessment date is more than 90 days from initial onsite consultation.	Financial statement, DMS reports	Minimum 10% increase over previous 90 day average	First 4 calendar months following initial onsite consultation (does not include assessment)
AND
Customer Experience	Service Net Promoter Score	Baseline established at initial consultation meeting, previous 3 month average. Baseline will be recalculated if assessment date is more than 90 days from initial onsite consultation.	OLP Site Reporting	Tiered NPS increase based on previous 90 day NPS score	First 4 calendar months following initial onsite consultation (does not include assessment)
Starting NPS	Min Increase
Baseline or Prior 3 Mos Rolling	4 Months following consultation
>75	≥0 change over prior Qtr.
>65 to ≤75	1.2
≤65	2.5

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