Metrics Support DID

Question 1

Metrics for Operational Excellence

Answer 1

Component 1: Knowledgeable Teams
I. 100% of GM completion on ALL assigned learning paths

ii. 100% of store teams achieving learning path requirements

Component 2: Emotional Connection

i. 4+ Google Stars
ii. % of team turnover

Component 3: Ambiance
i. 90% or higher score on ambiance during site visit

Component 4: Convenience
i. 90% or higher score on convenience during site visit

Question 2

Metrics for Lead Generation

Answer 2

Component 1: Digital

i. Number of digital leads
ii. Cost per digital lead

Component 2: Social

i. Number of social leads
ii. Cost per social lead

Component 3: Guerilla
i. Number of guerilla leads

Question 3

Metrics for Lead Contact

Answer 3

Component 1: Answer the phone

i. Number of calls went to voice mail
ii. Percentage of phone calls converted to a M&G

Component 2: Respond to Emails
i. Percentage of emails from forms converted to a M&G

Component 3: Greet Walk-ins
i. Number of walk-ins converted to a M&G

Question 4

Metrics for Lead Conversion

Answer 4

Component 1: Convert the M&G to a sale

i. Percentage of no shows to a M&G
ii. Total number of evaluations per week=20
iii. 85% of M&G converted to a sale
iv. Percentage of M&G converted to a membership

Question 5

Metrics for Nurture

Answer 5

Component 1: Retention

i. Percentage of dogs in my active database in daycare today
ii. Percentage of dogs in my active database that have not attended daycare in the last 9 days
iii. Percentage of dogs in my active database that have not attended daycare in the last 30 days

Component 2: Frequency
i. Average number of daycare days a dog comes per week

Component 3: NPS Score
i. Listen 360 Score

Component 4: Referral

i. Number of referrals per week
ii. Number of referrals per month

Component 5: PPA (per puppy average)
i. Average spend ($) of each dog