MSPA TORONTO User Group Meeting 2004 1

MSPA TORONTO User Group Meeting 2004 1

OPENING REMARKS • Thanks ! • Format of Meeting • Handouts 2

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 3

STATE OF SASSIE ADDRESS Over the last year: • Our staff has grown from 6 to 11 full timers • Our number of servers has tripled in the last year 4

STATE OF SASSIE ADDRESS Our goals for the next year: 1) FOCUS ON INCREASING AVERAGE MSP SHOP COUNT Much 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, Quick. Books, 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. 5 >

STATE OF SASSIE ADDRESS 1) 2) FOCUS ON INCREASING AVERAGE MSP SHOP COUNT (continued) 3) SASSIE BOARD: 4) • Small group of SASSIE/ATHENA MSPs willing to dedicate time and effort in advising and guiding future development of SASSIE. 5) 6) 7) • Quarterly Conference Call • Annual Meeting in Boston ? • Online discussion groups 6

STATE OF SASSIE ADDRESS Our goals for the next year: 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 ! 7

STATE OF SASSIE ADDRESS Our goals for the next year: 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. 8

STATE OF SASSIE ADDRESS Our goals for the next year: 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 9

STATE OF SASSIE ADDRESS Our goals for the next year: 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 10

NEW FEATURES GOING LIVE in 1 -2 weeks: THE OLD LOOK 11

NEW FEATURES GOING LIVE in 1 -2 weeks: THE NEW LOOK 12

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 13

Flex. Forms and Table Grids GRID WIZARD DEMO with Colleen GRIDWIZARD IS FREE! 14

Scheduler Wizard : • Most accurate shopper matching technology • Smart. Match 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 ! 15 >

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 16

STRIDER WEB FREE SURVEYS SASSIE automatically imports data from 4 sources I. WEB II. PDA FREE ! III. Desktop Application IV. IVR: Phone Surveys FREE ! SASSIE Online Reporting IVRsurveys. com 17 >

How IVR works with SASSIE Record Voice prompts Customers phone in surveys IVRsurveys. com nightly data pickup SASSIE Online Reporting 18

Reviewer Tracking FREE ! 19

PDF page breaks FREE ! 20

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 21 >

DATA MINING / CROSS TAB REPORTS: ANALYZING: • Simple Profiling : Analyze 1 question (like Answer Summary) • Cross Tab Reporting : Analyze correlation between 2 questions HEY, LET’S DO A DEMO ! 22 >

DATA MINING / CROSS TAB REPORTS: 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 23

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 ! 24

Question Type Improvements 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 Super. Bowls can you possibly win ? 4. If you answered “C”, answer the following: How many years have you been a @#!@!%^&#%! ? 25 >

Question Type Improvements Followup Question (conditional requirements) FREE ! 26

Question Type Improvements Checkbox Displays Yes : “Yes” or Checked Box No: “No”, Unchecked Box, or Blank FREE ! Yes= “Yes” No=Blank Yes=checked box No=unchecked box Yes= “Yes” No=“No” 27

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 28 >

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 29

Form Versioning MSPs can assign expiration dates to questions themselves 30

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 ! 31

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 32

Things that Just JUST Missed Going Live Some Good News and 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 !) Good News: This delay makes UNLIMITED LOCATION GROUPS possible ! (Circuit just one specific type of location group) 33

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 ! 34

UNANNOUNCED 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 35

UNANNOUNCED 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 36

UPCOMING FEATURES * Unlimited Shopper Demographics System * Reviewer Payment * Custom Shopper Testing and Certification Systems * Scheduler's Shopper Ratings * Shop Instruction "Gate. Keeper" (require shoppers to download instructions before being allowed to view survey). 37 >

UPCOMING FEATURES * Storable report settings * Location Uploader for MSPs * Return email on manual scheduler * Null – mania * Client Billing Module * Save Report Settings 38 >

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 !) 39

UNANNOUNCED SUPRISES ! COLLABORATION MODULE • Allows SASSIE & ATHENA MSPs to team up and take on gigantic accounts. SETUP: Locations Surveys PRIMARY Loc Subset A & Survey Copy SECONDARY Loc Subset B & Survey Copy SECONDARY Loc Subset C & Survey Copy SECONDARY Loc Subset D & Survey Copy PRIMARY 40 >

UNANNOUNCED SUPRISES ! COLLABORATION MODULE How it works: Shoppers PRIMARY SECONDARY PRIMARY CLIENT Two pay options: Client views all shops through Primary’s system SECONDARY Shoppers get paid by each MSP Shops import nightly, with kickback option for rejected shops 1) Primary pays SM for all shops 2) Each MSP pays SM 41

THE BIG ISSUES: 1) How can Surf. Merchants prevent "bottom feeders" from getting SASSIE and driving down market rates for established SASSIE/ATHENA MSP's ? 42 >

THE BIG ISSUES: 1) How can Surf. Merchants 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 1 10 21 30 50 100 150 250 500 1500 2500 5000 10000 Old Shop Price $50 $40 $25 $17 $10 $5. 00 $3. 33 $2. 50 $2. 00 $1. 75 $1. 50 $1. 25 $1. 00 New Price $50 $40 $30 $20 $15 $7. 00 $5. 00 $3. 00 $2. 15 $1. 75 $1. 50 $1. 25 $1. 00 MINIMUM SHOP LEVEL 43 >

THE BIG ISSUES: 1) How can Surf. Merchants 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-accrua - Extra bonus for three year companies: Permanent Freeze on hosting fees 44

THE BIG ISSUES: 2) What can Surf. Merchants do to help SASSIE/ATHENA MSPs get more shops / more clients ? Marketing Materials : • Client Flash demo • Client Manual • Smash. Caster 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 • RA 45 >

THE BIG ISSUES: 2) What can Surf. Merchants 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 ti 46

THE BIG ISSUES: 3) What can Surf. Merchants 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 - Flex. Forms -Customizable Client Manual -Individual Shopper Testing Program -Individualized Advanced Shopper Profile (unlimited demo 47

THE BIG ISSUES: 4) What can Surf. Merchants 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) 48 >

THE BIG ISSUES: 4) What can Surf. Merchants 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 - Flex. Forms - Unique shopper testing programs - Unique shopper demographics systems - Industry wide statistics and universal question bank. 49