Q3-2013 Better experiences in-store review

• Insurance Location

Region

• Select Valley First Envision Financial Enderby Financial

  • Valley First
  • Envision Financial
  • Enderby Financial

• Date location visited

  Date

Prepared by

• Select Robyn Orford Vicki Morgan Reggie Mueller Leeann Noye Mark G Ryan V

  • Robyn Orford
  • Vicki Morgan
  • Reggie Mueller
  • Leeann Noye
  • Mark G
  • Ryan V

Better Experience Action Items

• Facilities

Action item

• Select date

  Date

• Location leader

Action item

• Select date

  Date

• Marketing

Action item

• Select date

  Date

• Member Experience

Action item

• Select date

  Date

Member Experience

• Entrance is welcoming: Doors are branded, operational and clean

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  5

• Well done

• Picture

  Media

• Review outside signage: [signage is on (lite), in good shape (clean), other comments (trees blocking etc)]

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  5

• Well done

• Picture

  Media

• Location is welcoming and ready to serve. Active lobby management, all employees are dressed professionally, adhering to dress code and wearing name tags. <br>Examples of lobby management: employees interact with members when they are in line as they are walking by. Members are invited to the desk/ workstation (puts members at ease and that employee is ready to serve). <br>Lights are on in all the offices.<br><br>Iron mountain bins are located in a discreet location

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  5

• Well done

• Picture

  Media

• Lunchroom posters: Eye on Q. Current data and accurately completed.

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  5

• Well done

• Picture

  Media

• Member facing workspace standard. <br>Why do we have a standard? <br>-Aligning with our keeping it simple brand, we want to create a fresh clean store front. A space where members are able to focus on meaningful conversations rather than personal decor.<br>-We want to create a consistent simple member experience and we know that a large part of that experience is what people see. We want our offices to be clutter free<br>Point #3 is a work in progress, as we paint locations, personal items will no longer be hung on our walls. Employees will be provided one holder for the credential of their choice.

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  5

• Well done

• Picture

  Media

Marketing Engagement

• Marketing collateral:<br>Review poster holders for wear and tear<br>Current campaign material displayed

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  5

• Well done

• Picture

  Media

• Local initiatives: use of branded templates

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  5

• Well done

• Picture

  Media

Continuous Service Improvement

• Adoption of standard renewal process (premium increase and no increase)

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  5

• Well done