MSPA TORONTO User Group Meeting 2004

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MSPA TORONTO

User Group Meeting 2004

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OPENING REMARKS

• Thanks !• Format of Meeting• Handouts

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STATE OF SASSIE

STATE OF SASSIE ADDRESS

Over the last year :

• Overall Units (shops and schedules):

141% increase

• Overall MSPs using SASSIE/ATHENA:

20% increase

Conclusion: As a whole, SASSIE platform is successful and the bulk of our growth comes from growth in MSPs

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STATE OF SASSIE


Over the last year:

• Our staff has grown from 6 to 11 full timers

• Our number of servers has tripled in the last year

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STATE OF SASSIE


Our goals for the next year:

1) FOCUS ON INCREASING AVERAGE MSP

SHOP COUNTMuch better to have 40 MSPs doing 100,000

shops/yr than 100 MSPs doing 40,000 shops/year

Turn some of our focus away from piling on features and more towards:

• Cooperative marketing and sales (new demo)• Internal productivity tools (reviewer tracking,

QuickBooks, Shopper Match preview for schedulers)

• Better education and promotion of existing features (for both MSP staff and for clients) –manuals, newsletters, more proactive solicitation of feedback.

>

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STATE OF SASSIE


1) FOCUS ON INCREASING AVERAGE MSP SHOP COUNT

(continued)

SASSIE BOARD:

• Small group of SASSIE/ATHENA MSPs willing to dedicate time and effort in advising and guiding future development of SASSIE.

• Quarterly Conference Call • Annual Meeting in Boston ?• Online discussion groups

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STATE OF SASSIE



2) Support a wider range of services. Expand what mystery shopping companies can offer clients.

Economics of the mystery shopping industry still do not make long term sense – too much work for too little pay. Consolidation, increase in perceived value of service, or specialization / diversification is likely to happen.

Specialization in markets, diversification in services (PDAs, IVR, desktop surveys, testing and polling, Data Mining).

Kind of a dangerous strategy – Apple of the early 90’s. If you build it, they might not come !

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3) Fight the dilution of the SASSIE brand:• Disincentives for bottom feeders

• Give SASSIE and ATHENA users more power to differentiate themselves from one another

• Unique users, stronger brand = Not a paradox!If SASSIE can allow all our MSPs to become unique and strong at what they do best, our brand will have more wider appeal

• It requires lots of skill and vision and teamwork to take maximize instead of treating SASSIE like a commodity.

STATE OF SASSIE

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4) Make more proactive investments in staff and technology to avoid further growing pains in service and stability (raises, more service staff, improvements to tracker & reporting)

* New support number : 1-617-292-8002

STATE OF SASSIE

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STATE OF SASSIE



5) The art of fighting without fighting: How to

fight the price war• War of attrition strategy : short term gain, long term

pain

• Progressive strategy - If we can help you....– Win twice as many NEW clients– Keep your current clients for twice as long– Increase the number and the types of shops current

clients are doing– Pay your shoppers in a fraction of the time– Schedule shops in fraction of time w/better shoppers,

less flakes– Review shops in half the time– Better shops and better reports

.... enough clients will want that more than a buck or two off shop price

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NEW FEATURES OVERVIEW

NEW FEATURES GOING LIVE in 1-2 weeks:

THE OLD LOOK

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NEW FEATURES GOING LIVE in 1-2 weeks:

THE NEW LOOK

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THE NEW FLASH DEMOS:• Look 1 (with stops)• Look 2 (continuous, no stops)• New chapters as needed (example: Int’l)

Customizations

• Tier 1 : FREE ! Look is same as our site, Audio says “Sassie”

• Tier 2 : Pick from available looks• Tier 3 : Also, change logo and

text • Tier 4 : Also, change audio Pricing ranges from FREE to $700

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FlexForms and Table Grids

GRID WIZARD DEMO with Colleen

GRIDWIZARD IS FREE!

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Scheduler Wizard :

• Most accurate shopper matching technology

• SmartMatch by Zip & Distance does all of the work for you

• Ranges of 10,25,35,and 100 miles• Speeds up scheduling by only emailing

likely shoppers.• Advance warning of hard to fill shops• FREE !

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QuickTime™ and aTIFF (Uncompressed) decompressor

are needed to see this picture.

Scheduler Wizard :Automatically finds the best range for each location, crossing

state, zip and area code borders

Narrow Zip• 10 miles

Medium Zip• 25 miles

Wide Zip• 35 miles

HAIL MARY !• up to 100 miles

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STRIDER WEB FREE SURVEYS

SASSIE automatically imports data from 4 sources

I. WEB

II. PDA

III. Desktop Application

IV. IVR: Phone Surveys IVRsurveys.co

m







SASSIE Online

Reporting

FREE !

FREE !

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Record Voice

prompts

SASSIE Online

Reporting

Customers phone in surveys

IVRsurveys.com

nightly data pickup

How IVR works with SASSIE

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Reviewer Tracking

FREE !

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PDF page breaks

FREE !

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DATA MINING / CROSS TAB REPORTS:

FILTERING:• Select subsets of shops using filters• Filter by shopper demographics:

(“Only shops by 30-35 year old females”)

• Filter by specific answers:

(“Only shops where they answered YES on Q#3”) • Export or analyze shop subsets• Plan to implement this filtering on all standard

reports

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ANALYZING:• Simple Profiling :

Analyze 1 question (like Answer Summary)

• Cross Tab Reporting :

Analyze correlation between 2 questions

HEY, LET’S DO A DEMO !

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PRICING:• If you love it so much, Why isn’t it FREE ? :

-> CRAZY STORAGE REQUIREMENTS

• Introductory Special (until Sept 1):$100 survey (one time fee for life of survey)$500 client (one time fee for all clients surveys)

• Regular Pricing:$250 survey (one time fee for life of survey)$750 client (one time fee for all clients surveys)

• Shop Export Filters: included with survey

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Question Type Improvements

Not Applicable / Omit from scoring

• Does NOT have to be called “N/A” anymore

• More than one option can be designated as “N/A”

FREE !

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Followup Question (conditional requirements)

1. Who’s your favorite sports team ? a) Boston Red Sox b) New England Patriots c) New York Yankees

2. If you answered “A”, answer the following:

How many years have you been a masochist ?

3. If you answered “B”, answer the following:

How many SuperBowls can you possibly win ?

4. If you answered “C”, answer the following:

How many years have you been a @#!@!%^&#%! ?

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Followup Question (conditional requirements)

FREE !

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Checkbox Displays

Yes : “Yes” or Checked Box

No: “No”, Unchecked Box, or Blank

Yes= “Yes”No=Blank

Yes=checked boxNo=unchecked box

Yes= “Yes”No=“No”

FREE !

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Self Assign Module

PHASE ONE: Pure Self Assign (LIVE)

• Can Limit the number of shops shopper can self assign

• Same application blocking as regular shop (shopper profile settings: age, gender, day span)

PHASE TWO: Hybrid (upcoming)

• Self assign for qualified shoppers (MSPA, # shops, Last Shop rating, Average shop rating)

• Regular application for non-qualified shopper

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Self Assign Module

WORKS GREAT WHEN:• Large number of shops need assignment in short

amount of time (2300/2500 and 1500/1500 on two recent Friday nights)

• Shops are EASY

NOT GREAT WHEN:• Shops require a skilled shopper• Client is picky• A higher flake out rate is intolerable

NOT REPLACEMENT FOR SCHEDULER

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Form Versioning

MSPs can assign expiration dates to questions themselves

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THINGS WE MISSED

Things that Just Missed Going Live

Multi-Session Builder:• Schedule sessions in advance (& assign release dates)• Schedule multiple sessions at once• Schedule multiple surveys at once• Schedule “extra” shops in the same session

(example: “Schedule all locations PLUS Loc 101 twice”)

EXPECTED RELEASE DATE: 4-6 weeks

IT’s FREE !

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THINGS WE MISSED

Things that Just Missed Going Live

Remote Form Creation Program:• Certified Creator required to act as Mentor• Online exercise• Phone quiz• May be harder than in-person training

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THINGS WE MISSED

Things that Just JUST Missed Going Live

Bad News: Circuit Scheduling Module delayed• Require shoppers to accept shops in groups• Speeds up scheduling• Attach hard-to-fill shops to desirable shops• Incentive for shoppers to travel farther

EXPECTED RELEASE DATE: 2-4 weeks (no, REALLY !)

Some Good News and Bad News:

Good News: This delay makes UNLIMITED LOCATION GROUPS possible !

(Circuit just one specific type of location group)

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SUPRISES !

UNANNOUNCED SUPRISES !

Unlimited Major Sections

• No longer limited to 10 major sections on reporting• Checkbox: “Show all sections” on standard reporting• First Three Reports:

– Company Overview– Quick Ranking– 1 Year

• It’s FREE !

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SUPRISES


Customizable Client “Skins”

• Build a custom navigation bar for any client(using available elements). ATHENA : Can remove SASSIE Logo

• Pricing : $500 implementation fee plus hourly labor charges (includes 2 hours of hourly web & graphic design)

ATHENA clients have $500 implementation fee waived.

• Beginning of a completely customizable client interface

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SUPRISES


Question Linking / Cross Survey Export

• Link common questions, sections across surveys (esp. multilingual).

• Allows for cross survey export, or multi-lingual displays.

• Remembers the linkages (unlike current Cross Survey functions) - part of our “Remember Report Settings” initiative.

• FREE for Cross Survey module users

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UPCOMING FEATURES

UPCOMING FEATURES

* Unlimited Shopper Demographics System

* Reviewer Payment

* Custom Shopper Testing and Certification Systems

* Scheduler's Shopper Ratings

* Shop Instruction "GateKeeper" (require shoppers to download instructions before being allowed to view survey).

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UPCOMING FEATURES

UPCOMING FEATURES

* Storable report settings

* Location Uploader for MSPs

* Return email on manual scheduler

* Null – mania

* Client Billing Module

* Save Report Settings

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UPCOMING FEATURES

UPCOMING FEATURES

* Response Conflict Detection

* Force Shoppers to get instructions

*Advanced reporting module

* Add 4 new reports to package

* City / Distance shopper matching

* Branching and paging (Choose your own adventure !)

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SUPRISES


COLLABORATION MODULE

• Allows SASSIE & ATHENA MSPs to team up and take on gigantic accounts.

SETUP:

SECONDARY

SECONDARY

SECONDARY

PRIMARY

Locations

SurveysPRIMARY

Loc Subset A& Survey Copy

Loc Subset B& Survey Copy

Loc Subset C& Survey Copy

Loc Subset D& Survey Copy

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SUPRISES


COLLABORATION MODULE

How it works:

SECONDARY

SECONDARY

SECONDARY

PRIMARY

PRIMARY

Shoppers

Shoppers

Shoppers

Shoppers

Shoppers get paidby each MSP

Shops import nightly,with kickback option for rejected shops

Two pay options:

1) Primary pays SM for all shops

2) Each MSP pays SM

Client viewsall shopsthrough Primary’ssystem

CLIENT

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THE BIG ISSUES

THE BIG ISSUES:

1) How can SurfMerchants prevent "bottom feeders" from getting SASSIE and driving down market rates for established SASSIE/ATHENA MSP's ?

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THE BIG ISSUES

THE BIG ISSUES:1) How can SurfMerchants prevent "bottom feeders" from

getting SASSIE and driving down market rates for established SASSIE/ATHENA MSP's ?

- increase pricing for new clients- shop minimums

Shops Old Shop Price New Price

1 $50 $50

10 $40 $40

21 $25 $30

30 $17 $20

50 $10 $15

100 $5.00 $7.00

150 $3.33 $5.00

250 $2.50 $3.00 MINIMUM SHOP LEVEL

500 $2.00 $2.15

1500 $1.75 $1.75

2500 $1.50 $1.50

5000 $1.25 $1.25

10000 $1.00 $1.00

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THE BIG ISSUES

THE BIG ISSUES:1) How can SurfMerchants prevent "bottom feeders" from

getting SASSIE and driving down market rates for established SASSIE/ATHENA MSP's ?

2 year Sassie Elite Program:

-$500 in modules per complete year on SASSIE

- 1 hour free development each month (non-accruable)

- Extra bonus for three year companies: Permanent Freeze on hosting fees

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THE BIG ISSUES

THE BIG ISSUES:

2) What can SurfMerchants do to help SASSIE/ATHENA MSPs get more shops / more clients ?Marketing Materials :

• Client Flash demo • Client Manual • SmashCaster

New features geared toward : - Getting more shops from current clients

• Palm • IVR • Desktop • ICR • Competitive shops • Followup Shops •Employee Training

- Getting clients in new markets• Data Mining / Cross Tab • FML (audit & inventory)• Testing •Polling

- Getting bigger clients• Collaboration Module •Self Assign • Scaling server architecture: •Load Balancing •Multiple BEMS •RAID-5

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THE BIG ISSUES

THE BIG ISSUES:

2) What can SurfMerchants do to help SASSIE/ATHENA MSPs get more shops / more clients ?

Let us help you with big sales presentations

Tell us when and why you win or lose a bid

Show us past or present RFPs

Tell us WHO you lose bids to and what you need to beat them next time.

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THE BIG ISSUES

THE BIG ISSUES:

3) What can SurfMerchants do to help SASSIE/ATHENA MSPs not come across as "just another company with SASSIE" ?

-Customizable Sassie Skins-Customizable Client Flash demo-Upgrade Modules-Custom Reports-Custom Shop Displays-Custom Form Layout - FlexForms-Customizable Client Manual-Individual Shopper Testing Program-Individualized Advanced Shopper Profile (unlimited demographics)

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THE BIG ISSUES

THE BIG ISSUES:

4) What can SurfMerchants do to help SASSIE/ATHENA MSPs compete against the giants ... against IVR ... against other platforms/alliances?

-Collaboration Module-Installed Shopper Base-Offer cost effective customizations to emphasize individualized service (SASSIE SKINS, custom reports, etc..) -IVR-Full range of data collection input methods (PDA,Desktop, ICR, Web)-Get clients up faster than many of the giants (esp with self-Location uploads)

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THE BIG ISSUES

THE BIG ISSUES:

4) What can SurfMerchants do to help SASSIE/ATHENA MSPs compete against the giants ... against IVR ... against other platforms/alliances?

-Cutting Expenses : • shopper payment systems • client billing • Session builder• reviewer tracking and payment • Better Scheduler • Spellcheck for shoppers • Response conflict detection, • Improved question types (flexible N/A, multiple N/A)

- Branching and Paging- FlexForms- Unique shopper testing programs- Unique shopper demographics systems- Industry wide statistics and universal question bank.

Documents

MSPA TORONTO User Group Meeting 2004