Performance Scorecard

Scorecard

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

Processes more than 10 million transactions and deposits $400 million annually – 99% of those within 24 hours of receipt;

Deploys more than 20 million marketing and promotional emails each year;

Mails more than 100 million pieces annually, including invoices, renewals, gifts, and other promotional materials;

Answers more than 2 million calls and processes 500,000 customer service emails every year.




 
download 2011 scorecard in pdf
2015 - 2016 Scorecard All Clients
Front End
  Our Standard JUL 2015 AUG 2015 SEP 2015 OCT 2015 NOV 2015 DEC 2015 JAN 2016 FEB 2016 MAR 2016 APR 2016 MAY 2016 JUN 2016
Current Weeks Receipts
Processed to Update
95% 99.97% 99.98%  99.87%  99.84%  99.81%  99.96%  99.98%  99.99%  100.0% 100.0%  99.99%   99.99%
Current Weeks Receipts
Missed Update
  0.03%  0.02%  0.13%  0.16%  0.19%  0.04%   0.02%  0.01%  0.00%  0.00% 0.01%   0.01%
Cash Deposits
  Our Standard JUL 2015 AUG 2015  SEP 2015 OCT 2015 NOV 2015 DEC 2015 JAN 2016 FEB 2016 MAR 2016 APR 2016 MAY 2016 JUN 2016
Within 24 hours of Receipt 80% 99.0%  100.0%  98.0%  98.0%  99.0%  99.0%  99.0%  99.0%  99.0%  100.0% 100.0%  100.0% 
Within 48 hours of Receipt 95%  99.0%%  100.0%  99.0%  99.0%  100.0%  100.0%  99.0% 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 JUL 2015 AUG 2015 SEP 2015 OCT 2015 NOV 2015 DEC 2015 JAN 2016 FEB 2016 MAR 2016 APR 2016 MAY 2016  JUN 2016
PCD On-Time Performance* 90%  99.6%  98.9%%  99.5%  97.3%  99.2%  97.9%  98.8%  99.5%  99.9%  100.0%  99.5% 99.9%
Jobs Mailed Late Due to PCD   0.4%  1.1%  0.5%  2.7%  0.8%  2.1%  1.2%  0.5%  0.1%  0.0%  0.5% 0.1%
Total   100.0%  100.0%  100.0%  100.0%  100.0%  100.0%  100.0%  100.0%  99.5%  100.0%  100.0% 100.0%
* Includes jobs on hold per client instructions 3.8%  5.2%  9.3%  8.5%  8.8%  6.9%  6.4%  9.2%  16.0%  20.9%  11.8% 16.0%
Telephone Customer Service
  Our Standard JUL 2015 AUG 2015 SEP 2015 OCT 2015  NOV 2015 DEC 2015 JAN 2016 FEB 2016 MAR 2016 APR 2016 MAY 2016 JUN 2016
Calls Answered Within
20 Seconds
80% 84.2%  84.0%  84.2%  83.9%  83.2%  81.8%  84.5%  85.4%  84.4%  85.0%  84.7%  83.1%
Abandon Rate <5% 1.8%  1.6%  1.6%  1.6%  1.7%  1.8%  1.4%  1.4% 1.6%   1.4%  1.6%  1.8%