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Frequently Asked Questions.

Your questions answered.

How does Quorso control for external factors (like storms or the Super Bowl) that affect some of my stores, but not others?

Yes it does. Quorso adjusts the sales of the group of stores you’re being compared to, in order to take account of things like customer traffic and customer demographics. It does this by looking at the performance of the product area that you have received a Mission on, relative to the performance of its parent category sales. Here’s an example:

My store (Store A) sells $10 of NFL Dog Bandanas, which accounts for 10% of the Dog Clothing category sales ($100). On average, Stores B-K (with the same Dog Clothing range & space) sell $15 for every $100. In this example, I’m underperforming vs my peers by $5 (5%). Let’s look at 3 different scenarios to show how Quorso accounts for impact of exceptional events on Missions:

  • Storm Uri hits and this is driving down footfall in my store: Let’s say store A footfall drops and as a result Dog Clothing sales decline by 50%, and NFL Bandanas also decline. However on inspection I can see they still account for 10% of Dog Clothing sales. If all things stayed the same with my peer group, (e.g. their sales of NFL Bandanas stayed at 15% of Dog Clothing sales) then although I have seen a physical reduction in sales and footfall, my proportion of item sales, relative to the category parent, when compared to my peers, would remain the same.
  • It’s the Super Bowl and this is driving up sales in other stores but not mine: Let’s say stores B-K experience a doubling of footfall and Dog Clothing sales, and similarly my NFL Bandanas sales also increase. However provided that Bandanas still only account for 15% of Dog Clothing sales and if all things stayed the same with my store (e.g. my sales of NFL Bandanas stayed at 10% of Dog Clothing sales) then although stores B-K have seen a physical increase in sales, my proportion of item sales, relative to the category parent, compared to my peers is still the same.
  • My store runs a specific NFL promotion in support of Super Bowl: Let’s say my store doubles its share of NFL Bandana sales to 20% of Dog Clothing. If all things remained equal with my peer group, then relative to peers, I am now outperforming them by 5% which in this case equates to a sales uplift of $10. This is a Successful Mission.

In the same way, Quorso takes account of the impact that Covid-19 has had on footfall in different areas.

How does Quorso fairly compare stores that have different shelf space allocations for different products/categories?

Yes it does. To make the comparison fair, Quorso only compares you to other same-format stores, and those that have the same shelf space allocated to the product area in question, relative to the category to which it belongs (e.g. D Simply Nourish accounts for 10% of the space allocated to D Natural). Therefore, if you receive a Mission, it is because your current sales for that product or category are lower than would be expected considering your shelf space.

Remember…we also take other factors into account, like store revenue and customer traffic, to ensure you’re being compared fairly.

What do you mean by accepting a Mission?

When you get a suggested Mission, you should try and understand why this suggestion has been sent to you. Once you have investigated the potential root-causes, you need to decide whether or not there is something you can do to fix the problem and drive improvement. If there is, accept the Mission and log your proposed action.

If there is nothing you can do, you should choose to reject the Mission. That might be because it’s not something that can be fixed in store, or it’s an availability issue that you can’t control, or you’ve investigated it and can’t find any issue.

If you choose not to take action, it’s important to reject the Mission. If you do not, Quorso will try to measure and track the impact of something you have not done.

What is a Mission and how is it identified?

A Mission is a specific sales improvement opportunity that Quorso has found for your store, and is the suggested area that you should focus on this week to improve overall sales performance. You can do this by choosing to ‘accept’ a Mission.

Quorso identifies Missions by crunching through all of PetSmart’s sales data each week, and finding areas where your store has an opportunity to improve based on how it’s performing vs all of the other stores. Even if these stores vary in size, revenue, and popularity, our calculations level the playing field. To make the comparisons fair, Quorso will:

  1. Only compare you to stores that have the same format as you.
  2. Only compare you to stores that have the same shelf space allocated to the particular product a Mission relates to, relative to its category (e.g. D Simply Nourish accounts for 10% of the space allocated to D Natural).
  3. Adjust sales values of the comparison stores to factor out differing store revenues and customer traffic. This will even take into account exceptional events, like storms, local holidays, or Covid restrictions.
Do you offer additional support services?

Yes! Should you require our support to deploy Quorso, we would be happy to discuss the addition of supplementary professional services. You can contact our Customer Success team via Support@Quorso.com.

Who should I engage with before rolling out Quorso?

Successfully executing a change often requires visible support from key people. We therefore recommend that you identify stakeholders in the Central, Finance or Operations teams who may be impacted by the change or who’s buy-in will help encourage your users to adopt it. Our suggested method of engaging these stakeholders is to send them comms to make them aware of the change and to share your vision, then to hold 1-2-1 or group meetings to explain and discuss the benefits of the project.

Who in my organization should I roll Quorso out to?

Our Deployment Guide details three roll-out options. Depending on your circumstances and requirements, you can choose one option, or conduct a phased roll-out that encompasses them all. 

The first is to roll out Quorso to a small central team, who share opportunities with frontline managers via email or social channels.  

The second is to roll out Quorso to Area Coaches, who manage their areas’ KPIs in Quorso and log improvement plans that they have discussed with their Site Managers. 

The third is to roll out to the Area Coaches and the Site Managers, all of whom collaborate on managing KPIs and logging/reviewing improvement plans in Quorso.

How much effort does it take to roll out Quorso?

Not a lot. Our deployment guide, which you can link to above, lays out the key steps that we recommend you take. 

Our suggestion is that you set up a small project team to help you develop and communicate your vision for using Quorso, then once you have defined your user group and deployment approach, it is a case of creating and sustaining momentum through a series of comms and follow-up calls to a sub-group of users. 

What structures does my business need to have in place before rolling out Quorso?

As well as being a tool for managers to use on a daily basis to manage the performance of their business areas, Quorso is intended to slot into your existing performance management processes as a platform to enhance business review meetings, line manager 1-2-1s, site visits, etc. It is, therefore, easier to embed Quorso into the organisation if these processes are already established. If senior members of your organisation are using Quorso to run their meetings, this also provides strong advocacy to encourage more junior managers to adopt the tool.

Is Quorso easy to use?

Yes! The beauty of Quorso is that it has a lot of highly intelligent analytics going on “under the hood”. The simple, easy-to-understand user interface that sits on top means that users can easily interpret what Quorso is telling them. The short training clips on this page are all users need to learn the ins and outs of Quorso.

How long does Quorso retain customer data? Will Quorso delete customer data when requested?

As a customer of Quorso, you remain in control of your data and data about your users. When you remove users from your Quorso instance, their data will be removed from Quorso’s databases within 30 days. If you wish to delete a Quorso user’s account data, our Data Engineering team has a process to permanently anonymize the data. If you would like Quorso to delete your customer data or Quorso user account detail, please send an email to privacy@quorso.com.

Has Quorso evaluated its security policies, management, and controls to meet GDPR?

Our data security program is designed to ensure that the policies, controls and processes are appropriate to the type of personal data and data processing collected. You can find our security policy here.

Where does Quorso host customer data?

Quorso-hosted instances are hosted in the Amazon Web Services (AWS). By default, Quorso hosts in the AWS UK region, but at the customer’s request, we can host in various other regions.

May I opt out of Quorso Communications?

Yes. We retain basic User contact information to communicate with our customers and their users about product and security updates, relevant marketing, training and events.

What personal data does Quorso as a data processor, collect and store, and for what purposes?

Quorso, as a Data Processor, holds two classes of data: information about Quorso Users and the customer data necessary to facilitate insights and activity tracking within the app.

Information about Quorso Users includes end-user login/registration account information for Quorso Users plus metadata about their usage of Quorso.

Metadata is used to facilitate product improvements, customer support and license auditing.

Login information is controlled by customers directly as it is entered on their Quorso Q-Admin instance and they can delete their Quorso Users’ (i.e. their employees’) information at any time.

We retain basic user account information, which includes contact information used to send product updates, relevant marketing, training and events based on the users’ contact preferences.

For more information on how we collect and use personal data, find our privacy policy here.

Where can I find a list of Quorso’s vendors and subprocessors?
Where can I find Quorso’s Data Protection Addendum (DPA)?

Customers or prospects may request the Quorso DPA directly from your account executive.

Can I overlay broader business initiatives and incorporate KPIs?
  • Yes, absolutely. You can steer Quorso’s Opportunities to align with or to prioritize company initiatives, campaigns, promotions, etc.
  • You can also integrate Quorso with your BI tool, combining the charts you love with the actions that will improve them.
  • Learn more about using Quorso to enhance your existing tech stack here.
Why are Quorso’s insights better than my BI tool?
  • Typical BI tools focus on 7-8 relatively high-level metrics which present a summary snapshot of your business. Quorso looks at everything, and directs your attention to the granular actions that could best improve those metrics.
  • BI tools are great for watching what is happening, but they do not take, track or measure action, so they do not deliver tangible improvements that can be scaled over time.
  • Read more about how Quorso augments BI and other platforms here.
Does Quorso require a lot of new processes?
  • Quorso fits seamlessly within your existing operational management process, with no need
    for changes.
  • Most Store Managers review Quorso on a Monday instead of, or alongside, their existing management information. They see how their existing plans are progressing, and then typically write a further 2-3 plans.
  • Regional managers then review new plan proposals, providing coaching as required.
How many hours per week do users need to spend to be effective on Quorso?
  • Without Quorso, most front line managers typically spend six hours a week planning how to improve. With Quorso this only takes approximately one hour per week.
  • Regional managers use Quorso to streamline their weekly performance check-ins, so they use Quorso for 2-3 hours per week.
How long does it take to get set up on Quorso?
  • 3-4 weeks, once we receive your data.
  • Includes two days of your Data Lead – the rest is done by Quorso.
  • You can learn more about implementing Quorso here.
How does Quorso integrate with my existing data and systems?
  • Quorso has pre-built connectors to dozens of the most popular data systems – and we are adding more all the time. See our full list of integrations here.
  • Our proprietary data pipeline enables us to automatically ingest data of any type, format, volume, and frequency.
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