Customer satisfaction is FTD's #1 priority. If a floral consumer is satisfied with their delivery by an FTD Florist, they will be more likely to buy flowers again which benefits both the florist and the industry. To help evaluate the quality of an individual FTD Florist, actual, quantitative order data is calculated monthly to determine a florist's quality level.
The FTD Quality Rating provides your shop with a score to show how it compares to all florists within the FTD network. This program is a tool that provides a uniform and consistent measurement of quality for FTD Florists. The Quality Rating takes into account the total number of orders you received and the orders that resulted in a poor customer experience like a non-delivery or refund. The Quality Rating must equal 98% or greater to achieve excellent quality.
FTD Florists that have a 98% or greater quality rating for an entire year will receive an FTD Quality Star. This score means that 2% or fewer of their orders have quality concerns. The rating is recalculated monthly and details are printed in the Clearinghouse Statement. FTD Florists can choose to share their Quality Rating in Florist Link, FTD's online directory.
Questions? Contact FTD Member Services at 800.788.9000 or email FTD Quality at qsr@FTDi.com for additional information.