2021 Performance Drivers – Summary of Changes Some minor changes to Higher Ground key performance indicators have been implemented for 2021. All drivers are the same with a few calculation changes and new achievement parameters. Ace Rewards Scan Rate What’s Changing: 1.The Higher Ground Scan Rate metric will now include house accounts in addition to cash transactions 2.The use of courtesy cards will not be counted toward the Scan Rate calculation. This metric will continue to be calculated on a rolling 12-month basis and can be achieved any of the following ways: • Scan the Ace Rewards key fob • Look up the customer by their phone number • Scan the Ace Hardware mobile app on EVERY transaction Why? These enhancements are based on retailer feedback to give credit for house accounts while preventing artificial inflation of overall Scan Rate through courtesy cards. Overall Customer Satisfaction (OSAT) What’s Changing: The minimum survey requirement for Overall Customer Satisfaction (OSAT) increased from 40 to 80 surveys in a rolling 12-month cycle. The score requirements remain the same to reach Platinum or Pinnacle. Why? Higher survey counts mean more meaningful and reliable customer feedback. Employee Engagement What’s Changing: A new 5-survey minimum for Employee Engagement during the month the survey is open to the store is being implemented. The score requirements remain the same to reach Platinum or Pinnacle. Why? Stores that complete Employee Engagement with 5 or more surveys can capture a better rating of the emotional commitment the employees have to the business. Acehardware.com Fulfillment What’s Changing: Two days are added to Acehardware.com Fulfillment. Now you must remain active in BOPIS, BODFS and Assembly every day the store is open in the calendar year 2021. An exception exists allowing a maximum of 12 inactive days when you can turn off any one of the services in My Store. Why? Providing two extra “free” static days per year aligns with the Delivery Day of the Week Exclusion (one static day per week) and Delivery Date Exclusion (now one static day per month). Discovery Acceptance What’s Changing: There is a small calculation change to using QOO from SAP (store ordering system) instead of the nightly transmitted inventory record. Why? This makes the calculation reflect orders shortly after placed instead of waiting until they are close to delivery. Best Brands What’s Changing: This calculation now makes STIHL Elite Dealers exempt from carrying EGO. If you do carry both, you will get credit for both. If you do not carry EGO, it will appear restricted in RAD perspective and will not negatively impact your Best Brands Acceptance percentage. Also new for 2021, stores not approved for the STIHL full line program will no longer be measured against the STIHL BER program. The STIHL full line program will continue to impact Best Brands Acceptance when your market is approved for the full line program.
7
Made with FlippingBook Converter PDF to HTML5