Store Score Card

Operations Scorecard 

Edible has recently developed a scorecard system to monitor key business indicators.  This scorecard is to be utilized as the single report that houses a wholistic store performance measurement.  This will help you understand the health of the business from several different angles.  This includes but is not limited to any edible brands incentives as it relates to rebates, new programs/product participation/rollout, product testing, and franchise ownership growth consideration.  

This score card was designed to provide you, the owner, with a snapshot of the key operational areas that when managed correctly could result in improved sales, product quality, guest satisfaction, and profitability potential of your edible store.   

The main areas of focus and their grading criteria, along with baseline expectations are as follows:

*6% of total sales is the base line for this requirement, it's then measured at 95% of that 100%.  Ex. 6% x 95% = 5.7% of total sales

Explanations of each category:

NPS – Net promoter score tabulated based of consumer reviews for orders that were placed.  The expectation is that stores receive a +70 score or higher each month.  The scoring scale has a high score of +100 and a low score of –100.

In Store Sales Growth % - The expectation is that stores are growing their in-store sales business by a value of 5% or greater per month.

Yext Rating - The expectation is that stores are receiving public facing reviews (Google, Yelp, etc...) above 4.0 stars each month

Fresh Compliance - The expectation is that stores are 95% compliant to the fact that a minimum of 6% of all sales should be purchased through your fresh vendors.

Go App Usage %- The expectation is that stores are utilizing the go app more than 95% of all orders

Answer rate- The expectation is that stores are answering the phones in the stores a minimum of 75% of the time

Order Status Completion % - The expectation is that stores are updating the order status of 100% of all orders.

Transaction Growth - The expectation is that stores are increasing their overall transactions versus the previous year. (It is important to note that exceptional customer service, google reviews, and other metrics aid in the result of this category)

Refund Rate % - The expectation is that stores are giving exceptional service and delivering quality products at all times.  Thus, the expectation for refunds is less than 1% of the time.

Enterprise % - Stores should not enterprise more than 25% of their orders.  ***Single store owners will always receive the points for this category as they do not have another store they own to enterprise orders too. ***

Based on the above point system edible has developed the following grading process that will be used as the main operational measure for each locations operational standing with the brand:

The following is an example of the current Scorecard:

This scorecard is broken into the key metric areas as shown above and provides the user with a view into the store standing based on the key areas mentioned prior and displayed above.    

***If you are a multi-unit owner you will be able to see all your stores in your enterprise in one report.  You will see individual store grades as well as an overall enterprise grade located in the bottom right-hand box of the report shown above.***

In addition, the store will have a letter grade calculated each month based on the results from the prior period. The monthly score data will be pulled on the 5^th business day of each month for the previous month.  For example, the March results will be available to view on the 6^th business day of April.  This will allow for full cycle reporting due to certain metrics taking a few days to catch up.

This information is provided as an overview, your Field Operations Team will spend time with you so that you have solid understanding of each area within the scorecard as well as how to use it correctly to make improvements to your business.  If you should have any questions, you should always reach out to the Store Support Team or your Field Operations Team Member.

This scorecard and its measures can/will be updated based on current and future business needs.   Information regarding any changes and how they affect you as the owner/operator will be communicated prior to being put into play so that you have the information necessary to adjust your operations/ retrain staff and have a full understanding of the new processes.