Performance Scorecard

Scorecard

Palm Coast Data has long been recognized as an industry leader that consistently performs above standard. We are designed for high-volume, on-time delivery. For example, PCD:

  • Deploys millions of marketing and promotional emails annually;
  • Processes more than 30 million credit card and check payments annually – 99% of those within 24 hours of receipt;
  • Deploys more than 300 million pieces of mail annually, including invoices, renewals, gifts, and other promotional materials;
  • Receives and processes more than 1 million pieces of First and Standard Class mail every single day; and
  • Answers more than 3 million calls annually.


 
download 2011 scorecard in pdf
2015 - 2016 Scorecard All Clients
Front End
  Our Standard JUN 2015 JUL 2015 AUG 2015 SEP 2015 OCT 2015 NOV 2015 DEC 2015 JAN 2016 FEB 2016 MAR 2016 APR 2016 MAY 2016
Current Weeks Receipts
Processed to Update
95%  99.96%  99.97%  99.98%  99.87%  99.84%  99.81%  99.96% 99.98% 99.99% 100.0% 100.0% 99.99%
Current Weeks Receipts
Missed Update
   0.04%   0.03%  0.02%  0.13%  0.16%  0.19%  0.04% 0.02% 0.01% 0.00% 0.00% 0.01%
Cash Deposits
  Our Standard JUN 2015 JUL 2015 AUG 2015 SEP 2015 OCT 2015 NOV 2015 DEC 2015 JAN 2016 FEB 2016 MAR 2016 APR 2016 MAY 2016
Within 24 hours of Receipt 80%  99.0%  99.0% 100.0%  98.0%  98.0%  99.0%  99.0% 99.0% 99.0% 99.0% 100.0% 100.0%
Within 48 hours of Receipt 95%   100.0%  99.0% 100.0%   99.0%  99.0%  100.0%  100.0%  100.0%  100.0% 100.0% 100.0% 100.0%
Within 72 hours of Receipt 100%   100.0%  100.0% 100.0%   100.0%  100.0%  100.0%  100.0%  100.0%  100.0% 100.0% 100.0% 100.0%
Lettershop - Jobs
  Our Standard JUN 2015 JUL 2015 AUG 2015 SEP 2015 OCT 2015 NOV 2015 DEC 2015 JAN 2016 FEB 2016 MAR 2016 APR 2016 MAY 2016
PCD On-Time Performance* 90%  100.0%  99.6% 98.9%  99.5%  97.3%  99.2% 97.9% 98.9% 99.5% 99.9% 100.0% 99.5%
Jobs Mailed Late Due to PCD    0.0%  0.4%  1.1%  0.5%  2.7%  0.8%  2.1% 1.2% 0.5% 0.1% 0.0% 0.5%
Total    100.0%  100.0%  100.0%  100.0%  100.0%  100.0%  100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
* Includes jobs on hold per client instructions  3.5%  3.8%  5.2%  9.3%  8.5%  8.8%  6.9% 6.4% 9.2% 16.0% 20.9% 11.8%
Telephone Customer Service
  Our Standard JUN 2015 JUL 2015 AUG 2015 SEP 2015 OCT 2015 NOV 2015 DEC 2015 JAN 2016 FEB 2016 MAR 2016 APR 2016 MAY 2016
Calls Answered Within
20 Seconds
80%  82.6%  84.2%  84.0%  84.2%  83.9%  83.2%  81.8% 84.5% 85.4% 84.4% 85.0% 84.7%
Abandon Rate <5%  2.0%  1.8%  1.6% 1.6%   1.6%  1.7%  1.8% 1.4% 1.4% 1.6% 1.4% 1.6%