2017 REGIONAL MEETINGS WELCOME!! DEPOT SATISFACTION SURVEY 2016 - PowerPoint PPT Presentation

2017 REGIONAL MEETINGS WELCOME!!

DEPOT SATISFACTION SURVEY 2016

BACKGROUND & METHODOLOGY  Conducted in October 2016  Highest completion rate to date (77%)  Measures performances of:  Collection System Agent (ABCRC)  Collection Service Provider (BDL)  System Regulator (BCMB)

SURVEY TERMINOLOGY The 2016 Depot Satisfaction Survey utilized a rating system of one (1) to seven (7), where:   A rating of 6 or 7 = highly satisfied “HIGH”  A rating of 4 or 5 = moderately satisfied “MODERATE”  A rating of 1, 2 or 3 = not satisfied “LOW”

SUMMARY OF RESULTS: ABCRC Overall Satisfaction with ABCRC 60% 50% 40% 30% 20% 10% 0% HIGH MODERATE LOW 2014 2015 2016 increase in overall satisfaction with ABCRC Operations

ABCRC Supplies  quality and quantity of both pallets and mega bags saw increase in satisfaction (upwards of 20%)  Communication  Ability to reach staff and response times “HIGH” has stayed consistant over time, but depot’s scoring “LOW” have decreased  Designated Carrier  Increased “HIGH” satisfaction (65% of depots) & decreased “LOW” satisfaction (from 9% down to under 2%) reported  Depot T eams and Community Champions Programs  New Category  33% of Depots responded that they were “unaware of Depot T eams”  15% of Depots responded that they had used Depot T eams in 2016  Of the Depots who used Depot T eams in 2016, 90% were “MODERATE” or “HIGH” in satisfaction 

SUMMARY OF RESULTS: BDL This is the second year that Depots were polled on BDL performance allowing for the first set of comparison data SATISFACTION BY SERVICE REQUIREMENT IN 2016 Quanity of Other Supplies 65% 33% 2% Quality of Pallets 71% 29% 0% Quantity of Pallets 67% 33% 0% Communication of Payments 54% 41% 5% Timeliness of Payments 65% 34% 1% Timeliness of Response 44% 46% 10% Ability to Reach Staff 48% 41% 11% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% HIGH MODERATE LOW

BDL  Communication Saw decrease in satisfaction from 2015; only 50% of depots scored “HIGH” or “MODERATE” satisfaction in  ability to reach staff and timeliness of response  Supplies Depot network showed remarkable satisfaction with BDL supplies  Not one respondent scored BDL supplies “LOW” in satisfaction 

SUMMARY OF RESULTS: BCMB SATISFACTION BY SERVICE REQUIREMENT IN 2016 HIGH MODERATE LOW PERMIT RENEWAL PROCESS 52% 45% 3% PAP PROCESS 40% 54% 6% 44% 47% 9% MYSTERY SHOPPER AUDIT SATISFACTION WITH RESPONSE 61% 38% 1% TIMELINESS OF RESPONSE 66% 33% 1% ABILITY TO REACH STAFF 65% 33% 2%

BCMB  Communication Increase in Depots who are satisfied with communication with the BCMB.  64% of the network are highly satisfied with their ability to contact the BCMB and less than 2% scoring ‘LOW’ in this area.  Refund Compliance  Decrease in 2016 with those Depots highly satisfied with the timeliness and receipt of Mystery Shopper audits.  PAP Process  Year over Year reduction since 2014 with the number of Depots scoring the BCMB ‘LOW’ in this category. 

ACTION PLANS First time Depot Network was surveyed on the success of the ‘Action Plans’ that were presented at the 2016  Regional Meetings in Feb/March. These plans identified the response that each organization would take to improve on areas highlighted in the  2015 survey. The number of respondents who responded ‘NOT SURE” largely correlates with the number of Depots who  didn’t attend the Regional Meetings and therefore may have been unaware of content. The results showed a similar spread for each of the three industry partners with the number of Depots who  were highly or moderately satisfied being somewhat similar.

2017 ACTION PLANS  Next

BCMB ACTION PLAN

REFUND COMPLIANCE (MYSTERY SHOPPER)  We value accessible, quality, convenient and safe service from depots  We value financial transparency  BCMB’s goal is to audit ½ depot network per year (plus target audits)  Industry Standard = +/- $0.50 (87%)  Industry Standard of excellence = +/- $0.25 (78%)  Perfect = +/- $0.00 (51%)

COMMUNICATION Increase in satisfaction in 2016  Will continue with this plan in 2017 and improve on them  Develop Standard Operating Procedure for proper timelines  Advise receptionist to log all messages  Enforce 24 hour response time during working day (Mon-Fri)  Daniel White and Brent Campbell to respond to phone calls/ emails during weekends 

CONTACT INFO Regular Business Hours Contact BCMB general line: 780-424-3193 Ext. 221 • When contacting the BCMB office please speak with the receptionist and ask for a specific department. You will • be directed accordingly. Outside of Business Hours: Daniel White: 587-983-0573 • Brent Campbell: 403-200-2329 •

ABCRC ACTION PLAN

ACCURACY & TIMELINESS OF SUPPLY ORDERS Action Plan Establish Singular Point of Coordination for Supply Orders  Improved Business Intelligence from Depots  Dedicated Shipments for Supplies 

DEPOT TEAM AWARENESS Action Plan Regional Meeting “Newsletter”  ABCRC Web-Portal  Contact: Sheri Lunde (slunde@abcrc.com) 

CONTACT INFORMATION Supply Orders Access through Depot Portal at www.abcrc.com: depots@abcrc.com Southern Alberta Operations Manager: Don Stewart 403-264-0170 x 232 Northern Alberta Operations Manager: Vince Moroz 780-435-1395 x 225

BREWERS DISTRIBUTORS LTD 2017 ACTION PLAN

CONTACTS AND RESPONSE TIMES BDL Northern Alberta - 8:30am to 5:00pm  Edmonton Warehouse (780) 732-6537  BDL Southern Alberta - 6:30am to 10:30pm  Calgary Warehouse (403) 531-1085 / (403) 531-1063  Calgary Dispatch (403) 531-1060  Order Desk - 7:00am to 3:00pm  (800) 661-2337 

PAYMENTS RECEIVED AND ADJUSTMENTS BDL Accounts Payable - 7:00am to 3:00pm  BDLAP@thebeerstore.ca 

GENERAL & STEWARDSHIP INQUIRIES General Inquiries  (800) 661-2337  BDL@BDL.ca  Stewardship Inquiries  Advisor Empty Containers  Jace.Hunter@BDL.ca  (604) 340-1508  Stewardship@BDL.ca 

QUALITY CONCERN  Jace Hunter – Advisor Empty Containers  (604) 340-1508  Jace.Hunter@BDL.ca  ZenDesk QM Ticket

HANDLING COMMISSIONS

Current HCs ‐ effective Apr 1/14 (¢ Board Approved Feb 22/17 (¢ % Change ‐ current HCs to HCs after MTA (2% increase) Material Streams per container) per container) Agreement (¢ per container) Aerosol 0 ‐ 1 litre – per container 25.0000 eliminated n/a n/a Aluminum 0 ‐ 1 litre – per container 3.1710 3.1780 0.2% 3.2420 Bag in Box Over 1 Litre – per container 22.7860 23.3810 2.6% 23.8490 Bi Metal 0 ‐ 1 Litre – per container 7.0850 7.4100 4.6% 7.5580 13.0480 13.0830 0.3% 13.3450 Bi Metal Over 1 Litre – per container 1.0000 Crystal Decanter 700 ml – per container ($) * n/a n/a 4.0260 Drink Pouch 0 ‐ 1 Litre – per container 4.8350 20.1% 4.9320 6.0680 Gable Top 0 ‐ 1 Litre – per container 6.2540 3.1% 6.3790 10.4340 Gable Top Over 1 Litre – per container 10.8170 3.7% 11.0330 Glass 0 ‐ 1 Litre – per container 7.5760 7.8050 3.0% 7.9610 Glass Over 1 Litre – per container 12.2810 12.6260 2.8% 12.8790 Moosehead Breweries Refillable – per container 10.4200 * n/a n/a HDPE Plastics Natural Over 1 Litre – per container 12.0110 12.5210 4.2% 12.7710 Industry Standard Bottles – per container 4.6450 4.7330 1.9% 4.8280 Liquor and Wine Ceramics – per container 25.0000 50.5050 102.0% 51.5150 5.5300 Other Plastics 0 ‐ 1 Litre – per container 5.6420 2.0% 5.7550 11.4910 Other Plastics over 1 Litre – per container 11.5820 0.8% 11.8140 1.0000 Patron en Lalique 1750 ml – per container ($) * n/a n/a 4.6540 PET 0 ‐ 1 Litre (Clear & Light Blue Tint) – per container 4.7250 1.5% 4.8200 9.9900 PET Over 1 Litre (Clear & Light Blue Tint) – per container 10.3500 3.6% 10.5570 65.0000 Plastic one ‐ way Keg Over 1 Litre – per container 65.0000 0.0% 66.3000 6.8400 Sleemans Refillable – per container 6.9590 1.7% 7.0980 Steam Whistle Refillable ‐ per container 11.8900 9.1360 ‐ 23.2% 9.3190 Tetra Brik 0 ‐ 1 Litre – per container 5.0810 5.2200 2.7% 5.3240 Tetra Brik Over 1 Litre – per container 14.6230 15.0580 3.0% 15.3590 * will be reviewed after one year of collection ‐ not included in this HCR

QUALITY MONITORING

Quality Monitoring is an online issue management and resolution tool

“ From my perspective the QM System is an WHY USE QM? effective tool. Issues are addressed in a timely fashion and they are tracked and followed by everybody” Kulwant Dhillon, Owner, Moneyback Container Shack, Calgary  It is a fast way to communicate  Efficient way to resolve issues  Tickets, responses and timelines are monitored  Creates a record  Shows patterns and trends – helps us to fix one offs and issues systemically

SITE: https://bcmb.zendesk.com LOGIN & PASSWORD: Your industry email and password For example: depotname@mail.albertadepot.ca Don’t know how to access your industry gmail? CONTACT: Alyson Klatt Nathan Lyall Program Coordinator Program Coordinator aklatt@bcmb.ab.ca nlyall@bcmb.ab.ca 780-424-3193 ext. 226 780-424-3193 ext. 229