Metal Supermarkets

This quote will provide you with the cost outline, the deliverables and the terms of the project.

We will be using terms such as 'Sales Order,' which refers to the duration of the contract, and 'Work Order,' which refers to the cadence of your program.

'Sales Orders' are typically one year unless noted in the quote's line items below. We will reach out to you towards the end of the sales order term (30-60 before renewal) and confirm that you would like to continue your program and if there are any changes to cost or scope.

'Work Orders' note the cadence in which your program will run. Programs that are set to auto-run without customizations per-work order cycle (i.e. Weekly, Monthly, Quarterly, etc.) will have a minimum portal access and administration fee associated with executing the work for each work order. Work Orders that require frequent updates, customizations, changes in targets, timings, scope, etc., will be charged based on the time involved in communicating and executing these changes and updates.

You agree to the information and points noted by reviewing and signing this document. If you have any questions about the information listed, don't hesitate to contact the Shoppers Confidential representative that prepared this quote.

Next Steps:

We encourage you to share this quote and scope with all the stakeholders in your process. If you have any questions or require revisions, please reach out, and we would be happy to work with you to ensure this captures your needs effectively. If you would like to set up an additional meeting to review this document, we would be happy to set it up. After the revision process (if required), the next step is to approve this ballpark quote. At the bottom of this document is a place to sign and confirm your acceptance digitally. If you require a PDF version for your internal process, we would be happy to provide one; however, for our processes, we do require a digital confirmation from the contact noted in the quote to move forward.

Onboarding Process

Once the quote is digitally approved, we can begin the onboarding process. You will be sent an onboarding email to note details such as your payment information, sales order contact information, your Shoppers Confidential contact person, location information and who will have access to your portal and the report export emails.
Your Shoppers Confidential contact will invite you to a meeting to review your KPIs, cadence, locations, and baseline survey build information. After this meeting, they will send you a draft survey for your review and edits for your final input. Your program setup fee covers this review process and meetings; if you require multiple revisions due to multiple stakeholder feedback, this may incur additional administration charges.
Once the survey(s) and instructions are finalized, we launch them to our shoppers to apply to complete following our launch schedule. After your first 3-5 results come in, your SCI contact will reach out to you to review the results, your customized portal, and see if any additional updates are required.

Process Timelines

The time from quote approval to viewing results is variable due to many internal and external factors, such as your internal stakeholder review process, the complexity of your program, etc.
Monthly work orders will be launched for the start of the following month after the program setup is completed. Quarterly programs will run at typical quarterly frequencies unless otherwise defined in this document (January-March, April-June, July-September, October-December), etc.
Ad-hoc or one-off projects will be assumed to have 6-8 weeks for completion unless noted in the customized portion of the quote document.
Any sales orders with a 'rush' to set up or complete outside the standard timeframes may incur an additional rush-fee.

Navigating Feedback:

We recommend that you discuss the launching of this program will all persons that the evaluations will impact. We will gladly assist if you need support presenting this to your team. When your SCI representative reviews your portal and results with you, we can update the questions, scoring and information to ensure your program reports as you expect.

When there is engagement, there may also be questions about the results that have come in, and that is great! This means that your team cares about the results and the program. If you have questions about a particular report, we will review it with you and do what we can to make it right. We require receiving this feedback within 14 days of the report being sent to you. This ensures the information is still fresh for the shopper and that it is not included at full billing on your invoice, and that compensation for this report has not been paid if the best case is to reject the report.

We also require that we only have one contact point for the duration of your program. This ensures the integrity of the results and the consistency of the feedback. We want to ensure clear, effective communication, and we find that having only one point of contact streamlines the process and reduces confusion. If your program requires multiple people offering feedback, please let us know, and we will update your program scope and administration flow.

Products & Services	Billing Frequency	Quantity	Unit price	Price
Program Set-Up Fee: One Time The program set-up fee is a one-time charge that covers the cost of the labour and data needed to set up your program. This includes: • A dedicated Client Success Manager assigned to your program to answer your questions, support your program and be a one-contact resource for the duration of your program. • Onboarding meeting and discovery session with your Client Success Manager to initialize your program setup and execution. • Create securities for users (three are included in this package) for the reports portal and the post-shop email export reports recipient list. • Setup and geotagging of your locations and input into the system for reporting and scheduling of missions. • Create and customize your reporting portal with your branding, benchmark scoring, and colouring coding, as well as define custom business unit properties for reporting and reporting templates. • Create and customize one survey, including up to two review processes with edits, creating shopper application demographic profiles and pre-qualifying certifications (if needed). Write and create your program's shopper instructions and team review before launch. • Create and define your campaigns by posting and processing your mystery shops for applications. • Post-launch review of your results and a portal tour with training after the first three to five results have been submitted. • Yearly overviews and review of your results with consultations for improvements and growth strategies.		1	CA$1,295.95	CA$1,295.95
Canadian: Mystery Shop: In-person Retail, no purchase The survey will include approximately thirty questions and four photos (a quote/business card, products/POP displays, and a geolocated store photo). In the simplest terms, it will capture the customer experience in objective and potentially subjective question-and-answer sets, including NPS. The shopper is not required to purchase anything. 26 locations in Canada, major cities, or nearby. Metal Supermarket locations will be mystery-shopped shopped 2x a year for a total of 52. Additional locations will be added as they open.	Annually	52	CA$99.85 / year	CA$5,192.20 / year for 1 year
Canadian Competitor: Mystery Shop: In-person Retail, no purchase The survey will include approximately thirty questions and four photos (a quote/business card, products/POP displays, and a geolocated store photo). In the simplest terms, it will capture the customer experience in objective and potentially subjective question-and-answer sets, including NPS. The shopper is not required to purchase anything. Each location will determine a competitor to be shopped once per year using the same survey (or a slight variation) to offer a direct comparison. This cost is for the 26 Canadian Competitor Locations.	Annually	26	CA$99.85 / year	CA$2,596.10 / year for 1 year
US: Mystery Shop: In-person Retail, no purchase The survey will include approximately thirty questions and four photos (a quote/business card, products/POP displays, and a geolocated store photo). In the simplest terms, it will capture the customer experience in objective and potentially subjective question-and-answer sets, including NPS. The shopper is not required to purchase anything. 92 locations in the US, major cities, or nearby. Metal Supermarket locations will be mystery-shopped twice a year, for a total of 184. Additional locations will be added as they open. Price adjusted for US mystery shoppers.	Annually	184	CA$107.89 / year	CA$19,851.76 / year for 1 year
US Competitor: Mystery Shop: In-person Retail, no purchase The survey will include approximately thirty questions and four photos (a quote/business card, products/POP displays, and a geolocated store photo). In the simplest terms, it will capture the customer experience in objective and potentially subjective question-and-answer sets, including NPS. The shopper is not required to purchase anything. Each location will determine a competitor to be shopped once per year using the same survey (or a slight variation) to offer a direct comparison. This cost is for the 92 US Competitor Locations. Price adjusted for US mystery shoppers.	Annually	92	CA$107.89 / year	CA$9,925.88 / year for 1 year
Social Reputation Essentials The basic integration of social reputation monitoring within your platform. The Google reviews are pulled monthly and will include the 5 most relevant reviews per location. Reporting is by company level only and topics and sentiment analysis are available. This is complementary for as long as there are other products and services active with Shoppers Confidential. Full or Comprehensive versions are $15/location per month (Google, Yelp & FB)	Monthly	118	CA$0.00 / month	CA$0.00 / month

Products & Services

Billing Frequency

Quantity

Unit price

Price

Program Set-Up Fee: One Time
The program set-up fee is a one-time charge that covers the cost of the labour and data needed to set up your program. This includes: • A dedicated Client Success Manager assigned to your program to answer your questions, support your program and be a one-contact resource for the duration of your program. • Onboarding meeting and discovery session with your Client Success Manager to initialize your program setup and execution. • Create securities for users (three are included in this package) for the reports portal and the post-shop email export reports recipient list. • Setup and geotagging of your locations and input into the system for reporting and scheduling of missions. • Create and customize your reporting portal with your branding, benchmark scoring, and colouring coding, as well as define custom business unit properties for reporting and reporting templates. • Create and customize one survey, including up to two review processes with edits, creating shopper application demographic profiles and pre-qualifying certifications (if needed). Write and create your program's shopper instructions and team review before launch. • Create and define your campaigns by posting and processing your mystery shops for applications. • Post-launch review of your results and a portal tour with training after the first three to five results have been submitted. • Yearly overviews and review of your results with consultations for improvements and growth strategies.

CA$1,295.95

Canadian: Mystery Shop: In-person Retail, no purchase
The survey will include approximately thirty questions and four photos (a quote/business card, products/POP displays, and a geolocated store photo). In the simplest terms, it will capture the customer experience in objective and potentially subjective question-and-answer sets, including NPS. The shopper is not required to purchase anything. 26 locations in Canada, major cities, or nearby. Metal Supermarket locations will be mystery-shopped shopped 2x a year for a total of 52. Additional locations will be added as they open.

Annually

CA$99.85 / year

CA$5,192.20 / year for 1 year

Canadian Competitor: Mystery Shop: In-person Retail, no purchase
The survey will include approximately thirty questions and four photos (a quote/business card, products/POP displays, and a geolocated store photo). In the simplest terms, it will capture the customer experience in objective and potentially subjective question-and-answer sets, including NPS. The shopper is not required to purchase anything. Each location will determine a competitor to be shopped once per year using the same survey (or a slight variation) to offer a direct comparison. This cost is for the 26 Canadian Competitor Locations.

Annually

CA$99.85 / year

CA$2,596.10 / year for 1 year

US: Mystery Shop: In-person Retail, no purchase
The survey will include approximately thirty questions and four photos (a quote/business card, products/POP displays, and a geolocated store photo). In the simplest terms, it will capture the customer experience in objective and potentially subjective question-and-answer sets, including NPS. The shopper is not required to purchase anything. 92 locations in the US, major cities, or nearby. Metal Supermarket locations will be mystery-shopped twice a year, for a total of 184. Additional locations will be added as they open. Price adjusted for US mystery shoppers.

Annually

184

CA$107.89 / year

CA$19,851.76 / year for 1 year

US Competitor: Mystery Shop: In-person Retail, no purchase
The survey will include approximately thirty questions and four photos (a quote/business card, products/POP displays, and a geolocated store photo). In the simplest terms, it will capture the customer experience in objective and potentially subjective question-and-answer sets, including NPS. The shopper is not required to purchase anything. Each location will determine a competitor to be shopped once per year using the same survey (or a slight variation) to offer a direct comparison. This cost is for the 92 US Competitor Locations. Price adjusted for US mystery shoppers.

Annually

CA$107.89 / year

CA$9,925.88 / year for 1 year

Social Reputation Essentials
The basic integration of social reputation monitoring within your platform. The Google reviews are pulled monthly and will include the 5 most relevant reviews per location. Reporting is by company level only and topics and sentiment analysis are available. This is complementary for as long as there are other products and services active with Shoppers Confidential. Full or Comprehensive versions are $15/location per month (Google, Yelp & FB)

Monthly

118

CA$0.00 / month

Project goal: To evaluate and understand the customer experience. A few stores may be disparaging the eCommerce offering.

Methodology: Retail-B2B metal supplier. Metal Supermarkets have stores across North America that businesses and consumers can visit to buy metal for their various projects.

Inquiries via in-person visits. Inquiries only; no purchase required.

Mystery shopper profile: No defined profile

Frequency: (118) 120 locations total, with 26 in Canada and 92 locations in the US.

Geography: Canada and The US. All Major Cities

Delivery method: Individual PDF reports on the results of each inquiry and online portal access with comparative dashboards.

Target Start Date: 1-2 months, TBD

Length of program: Annual/Ongoing

Comments to the buyer: This quote is primarily for in-person mystery shopping; however, online inquiries may be quoted later.

Additional information:

The biggest challenge from a previous mystery shopping provider was the level to which the mystery shoppers could analyze the experience because the shoppers were limited in their knowledge of our products and applications. Most people don’t know about metal, so SCI will design the survey wording accordingly and keep the scenarios fairly simple.

Also noted from a previous mystery shop program, they are looking for a report that offers the shoppers insights rather than just yes/no answers, as they have tried to avoid scoring the reports.

We have included a copy of our Terms and Conditions for your review.

Are you curious about how else we can help you reach your goals? Check out our full lineup in our Programs and Services booklet and simplified Reporting Portal overview booklet.

*Multi-product programs come with additional discounts!