Attachment_2_USM_Historical_Data.docx

ATTACHMENT 2 – USM HISTORICAL DATA

ATTACHMENT 2 – USM HISTORICAL DATA

United states mint Historical Data

Table of Contents

NUMBER OF CUSTOMERS

CALL VOLUMES

FIVE BUSIEST CALL VOLUME DAYS – 2012

BUSIEST CALL VOLUME DAY – 2012

CALL CENTER CLAIMS TASK VOLUMES

HALF HOUR SPLIT REPORT – Full-Time Agents

INCOMING CALL REASON REPORT

(Page 1)

FY ’12 FY ‘11

INCOMING CALL REASON REPORTNOTE: Calls In could be for multiple reasons and counted multiple times. For actual call volumes see Call Volume report.

(Page 2)

FY ’10 CALL REASON CODES

ORDER/SALES VOLUME BY CHANNELNOTE: Calls In could be for multiple reasons and counted multiple times. For actual call volumes see Call Volume report.

TOP SELLING NUMISMATIC PRODUCTS

FY ‘12

2012 American Eagle Silver Proof One Ounce Coin 2012 Proof Set 2012 Silver Proof Set 2012 Uncirculated Set 2011 Proof Set

FY ‘11

2010 American Eagle Silver Proof One Ounce Coin 2011 Proof Set 2011 American Eagle Silver Proof One Ounce Coin 2010 Proof Set 2011 Silver Proof Set

FY ‘10

2009 Uncirculated Coin Set 2010 Proof Set 2010 Presidential $1 Coin Proof 2010 Uncirculated Coin set 2009 Proof Set

MAJOR COIN DROP ANALYSIS

(Web Traffic Only)

PICK, PACK AND SHIP VOLUMES

INVENTORY AND SKUs

NOTE: This data represents a snapshot of Inventory on Hand for three specific dates.

FY ‘13 SKU FORECAST

RETURNS PROCESSING VOLUMES

Note: Returns/Exchanges - Items must be received before a new order is sent out. Total Return/Exchange orders are approximately .5%.

SHIP DISTRIBUTION BY STATE

FEDEX SMARTPOST OUTBOUND SHIPPING

Week Ending 1-21-13

UPS OUTBOUND SHIPPING

Week Ending 1-21-13

BACKORDER SCOPE

As of May 24, 2012

FY ’13 PRODUCT FULFILLMENT SCORECARD

(Post-Call Survey Results)

CALL CENTER CUSTOMER SATISFACTION INDEX – CY 2012

KEY PERFORMANCE INDEX (KPI)

TRENDS

DEMOGRAPHICS

SCORES

USM KEY CUSTOMER SATISFACTION MEASUREMENTS

1Q FY13

CUSTOMER SATISFACTION MEASUREMENTS

OVERALL CUSTOMER EXPERIENCE

CUSTOMER SATISFACTION MEASUREMENTS

OVERALL PRODUCT QUALITY

CUSTOMER SATISFACTION MEASUREMENTS

COMMUNICATIONS

CUSTOMER SATISFACTION MEASUREMENTS

PAST 90 DAY EXPERIENCE

CUSTOMER SATISFACTION MEASUREMENTS

SATISFACTION OF RECENT ORDER

CUSTOMER SATISFACTION MEASUREMENTS

LIKELIHOOD TO RECOMMEND

COMMERCE SITES

VISITS, VISITORS, WEB PAGE VIEWS (Page 1 of 2)

COMMERCE SITE

VISITS, VISITORS, WEB PAGE VIEWS (Page 2)

2013 PRODUCT SCHEDULE

On-Sale Date

--------------------------Upcoming 2013 Products------------------------------------

2013 PRODUCT SCHEDULE (Page 2)

--------------------------Upcoming 2013 Products------------------------------------

2013 PRODUCT SCHEDULE (Page 3) --------------------------On Sale Date To Be Determined------------------------------

2013 First Spouse Series One-Half Ounce Gold Proof Coin – Ida McKinley

2013 First Spouse Series One-Half Ounce Gold Proof Coin – Edith Roosevelt

2013 First Spouse Series One-Half Ounce Gold Proof Coin – Helen Taft

2013 First Spouse Series One-Half Ounce Gold Proof Coin – Ellen Wilson

2013 First Spouse Series One-Half Ounce Gold Proof Coin – Edith Wilson

2013 First Spouse Series One-Half Ounce Gold Uncirculated Coin – Ida McKinley

2013 First Spouse Series One-Half Ounce Gold Uncirculated Coin – Edith Roosevelt

2013 First Spouse Series One-Half Ounce Gold Uncirculated Coin – Helen Taft

2013 First Spouse Series One-Half Ounce Gold Uncirculated Coin – Ellen Wilson

2013 First Spouse Series One-Half Ounce Gold Uncirculated Coin – Edith Wilson

2013 United States Mint Presidential $1 Coin & First Spouse Medal Set™ William McKinley

2013 United States Mint Presidential $1 Coin & First Spouse Medal Set™ Theodore Roosevelt

2013 United States Mint Presidential $1 Coin & First Spouse Medal Set™ William Howard Taft

2013 United States Mint Presidential $1 Coin & First Spouse Medal Set™ Woodrow Wilson – Ellen Wilson

2013 United States Mint Presidential $1 Coin & First Spouse Medal Set™ Woodrow Wilson – Edith Wilson

2013 America the Beautiful Five Ounce Silver Uncirculated Coin™ – White Mountain National Forest (NH)

2013 America the Beautiful Five Ounce Silver Uncirculated Coin™ – Perry’s Victory and International Peace Memorial (OH)

2013 America the Beautiful Five Ounce Silver Uncirculated Coin™ – Great Basin National Park (NV)

2013 America the Beautiful Five Ounce Silver Uncirculated Coin™ – Ft. McHenry National Monument and Historic Shrine (MD)

2013 America the Beautiful Five Ounce Silver Uncirculated Coin™ – Mt. Rushmore National Memorial (SD)

--------------------------Released 2013 Products------------------------------------

SHIP TO COUNTRIES

ADDITIONAL METRICS

Product/Pricing Update Frequency

· 19 SKUs are scheduled for regular pricing review in 2013

· All platinum and gold products are reviewed weekly for changes in the market that might require repricing.

· Additionally, product containing silver is monitored and pricing changes may occur with large fluctuations in the metals market.

· On average, the Web team updates content 40 – 60 times per month = 600/year

· Content changes may include pricing update, image updates, or placing new products for sale.

· Once per month more substantial changes can be made to Web page layout and functionality.

Pallet Weight

· The heaviest average pallet weight is 1500 lbs. based on the transportation shipping request. Pallet weight will vary by product.

· One SKU per pallet

· One SKU per case Precious Metal Storage

· Precious metal in storage is 14% of all product pallets.

Warehouse Square Footage

· Current warehouse footing is 110,000 square feet.

Catalog Mailings

· 3 catalog and 2 direct mail brochures each year.

· Catalogs are sent in the Spring (April/May), Fall (Aug/Sept) and Holidays (Oct)

· Two direct mail brochures are typically mailed in the 1st quarter of the calendar year.

Gift Wrap Requirements

· January 2013 – 2.0% (December 27, 2012-January 25, 2013) Gift Certificates

· Since 2001, a total of ~$13K Gift Certificates in denominations of $25, $50, $75, $100, and $200 have been sold.

· FY 2012 – Total 1,233 GC Sold (Avg 3 per day)

· FY 2011 – Total 2,181 GC Sold (Avg 6 per day)

· FY 2010 – Total 1,866 GC Sold (Avg 5 per day)

Frequently Asked Questions

· Refer to following link on USM Website https://answers.usmint.gov/ Average Order Value Definition

· Based on Customer Operations Dash Board – FY 2012

· Sales = 508,927,493.32

· Orders = 1,715,928

· Average Order = $296.00 Average Unit Value

· $88.27 Inbound Purchase Orders

· CY 2012 – 223 POs

· CY 2011 – 257 POs Outbound Order Profile

· Average order size = 3.37 Units / Order

· Value = $296

· Lines = 1.48 / Order

· Units per line / 2.27

· Promotional materials per order = Varies based on promotion Outbound Processing

· Average Orders Per Day – FY ‘12

· Peak – 10,842 (April-July)

· Non-Peak – 6,500 (August-March)

· International Orders – October-December 2012

· Approximately 950 UPS shipments to Canada and international countries.

· International shipments represent less than one percent of total shipments.

Kiosk Volumes/Locations

· Two permanent locations in Washington, DC:

· Headquarters – Avg sales $1.0M (3 year average)

· Union Station - Avg sales $1.6M (3 year average)

· Conventions and Off-Site Sales – Avg Sales $169K (3 year average) Outgoing Correspondence Volumes - Headquarters

· FY ’12

· Subscription Related Emails ~574,719

· Credit Card Decline Notifications ~ 134,181 emails and 15,898 letters Outgoing Correspondence Volumes – GovDelivery (Promotional Emails)

· 2012 – 45,969,972

· 2011 – 33,828,787 image2.emf image3.png image4.emf image5.png image6.emf image7.emf image8.png image9.emf image10.emf image100.emf image11.emf image12.emf image13.emf image14.emf image15.emf image16.emf image17.png image18.png image19.png image20.emf image21.emf image22.emf image23.png image24.emf image25.emf image26.emf image27.emf image28.png image29.png image30.png image31.png image32.png image33.png image34.png image35.png image36.png image37.png image38.png image39.png image40.png image41.emf image42.png image43.png image44.png image45.emf image1.emf