QDegrees Company Profile Mystery Shopping

1. “An analytics driven business consulting & product innovation company offering tailor made solutions” QDegrees Services Private Limited CX, Our Second Nature

2. Our Journey So Far of… …Creating Happy Customers “Our vision is to shape people's experiences, seamlessly blending technology, research & insights… ” How we have evolved…. 2013 2016 2019 2022 QUALITY ASSURANCE PRODUCT INNOVATION CONSULTING DIGITAL TRANSFORMATION • Empowering businesses to enhance customer lifecycle • Customer Journey Mapping, VOC & Research • Developing world class AI based IT products • Enterprise level application development & consulting 200+ Ongoing Projects 6 SaaS Products 70+ Delighted Clients 2 www.qdegrees.com Confidential

3. What We Do… CX TOOLS CUSTOMIZED SOLUTIONS CUSTOMER JOURNEYS AUTOMATION, AI & ML VOICE OF CUSTOMER STRATEGY & TRANSFORMATION CX MEASUREMENT (NPS, CSAT, CES) PROCESS RE-ENGINEERING BENCHMARKING QUALITY ASSURANCE CRM OPERATIONS MARKET RESEARCH Develop Measure Improve Deploy Industries We Cater To… E-Commerce Automobile Utilities Entertainment Real Estate BFSI & Fintech Health & Fitness Telecom Education Mining Confidential www.qdegrees.com 3

4. Our Offerings in Field Services Stock and Infra Mystery Shopping Process & Compliance • CX & Interaction quality • Customer Journey mapping • Branding & Infrastructure • People & Process • Pre- Launch Audits • Launch readiness • Fire & Safety Audits • Stock management • Collection Process audits • Due-Diligence • Legal Process audits • Branch/Center audits CRM Services Market Research Training & Certification • Personal Interviews (CAPI) • Focus Group Discussions • Market Survey & Voice of Customer • Data Collection • Training at stores, branches & Fleets • Health & Safety training • Product & Process Training • Certifications • Sales enablement process • Customer relationship & Upsell • Governance & Quality • Stock & Inventory management In-House developed Tech applications 350+ Inhouse Employees 2500+ Freelancers Coverage of 430+ Cities Confidential www.qdegrees.com 4

5. Our Product Suite… Beta Phase Tools Field Engagement & Analytics App Field Service Management Debt Collection Compliance Audit Campaign Management CRM User Experience Testing App Tyre Data Capturing NPA Collection CRM Asset Management App Confidential www.qdegrees.com 5

6. Mystery Shopping Avenues Customer Experience across Channels In Person Telephonic Online Hybrid • • • • • • • • • • • • • Retail Stores Service Centers Branches Kiosks Restaurants & Cafe Tele-Sales processes Response to advertisements IVR Functionality Mobile Application Website Shopping Portals Chat & Email Support Social Media Handles Coverage of more than one channel Query on Web and visit in-person Sales & service • • • o o o o o o o o Instant Feedback & reporting Issue identification & resolution Holistic Journey Mapping Digital platform Multimedia Integration Real time validation & feedback Opportunities Overall CX Improvement Confidential Confidential www.qdegrees.com www.qdegrees.com 6 6

7. Sample Phygital Journey - Issuance of Cheque Book (As an illustration) EXPLORE CONSIDERATION PROCESSES COMMUNICATIONS HANDOVER STAGES Courier SMS /WhatsApp Mobile Banking Initial users Raising Query Email Net banking Filling form Touchpoints Call Center Confirmation App Notification Mature user In-person Bank Branch IVR/ Call Clicks Clicks Content Steps Steps Guidance TAT TAT Wait time Wait time Timelines TAT Tutorial content Checkpoints Frequency Professionalism Professionalism • • Digital platform interface Ease of searching the required tab Ease of talking to staff Overall steps in the process Customer effort score • • • First timer experience Was the experience better than before Ease of accessing the channel Effort in terms of clicks & steps in the journey • • • • • • • • Delivery within-in TAT Overall Experience Overall customer efforts Surrogate NPS /CSAT Relevant communication Correct information Optimum frequency Repeat communications Customer satisfaction • • • Measures • Confidential www.qdegrees.com 7

8. Key Features of the Audit Platform 10- Analytics based on Customer Requirement 01- Dynamic Audit Sheet/ Forms 09- Integrated Training need Identification module for training & certification of auditee 02- Calibration module to align OA, Agent and QC 08- Representation of issues with picture collages 03- Geo tagging of all audit locations 07- Interactive Dashboards to see audit progress, trends 04- Audit tool can be used only on one device & mandate selfie with outlet for audit initiation 06- Rebuttal Exercise 05- Real time red & green alerts Confidential Confidential www.qdegrees.com www.qdegrees.com 8 8

9. Why Us… Pillars We Stand By “R.I.S.E”- Values we live by ALWAYS INNOVATING PASSIONATE PEOPLE INTEGRITY RESPECT CUSTOMER FIRST CULTURE ENHANCED DIGITIZATION CROSS INDUSTRY EXPERTISE EXCELLENCE SIMPLICITY Memberships & Certifications Force That Drives Us Strong team of 550+ CX professionals spread across India, UAE, Africa & SE Asia PAN India field execution capabilities Inhouse developed Technology Solutions 9 www.qdegrees.com Confidential

10. Our CX Associations - Mystery Shopping Confidential www.qdegrees.com 10

11. Used Cases- Mystery Audits 11 www.qdegrees.com Confidential

12. Impact Story- Wait time Analysis at Branch Banking Client (1 of 2) Gauge and improve the service wait time. Objective Mystery audits were done at XX branches across India and Quarterly improvement was to be measured Methodology Strategy Operations Governance • Joint visits & calibration on the audits • Amendments in the audit parameters/checklist • Identification of key scenarios • Bifurcation of visit time to peak and off peak hours across branches • Audit Execution • Capturing time and motion for each journey step • Identification of key journey break points Activities Waiting time at state & segment level Wait time trend analysis Other Analysis • Average wait time at National level • Wait time deviation across branches • Wait time during peak & Non peak hours • Impact on wait time due to ATM issues • Impact of unmanned desk • Time & motion analysis • Scenario wise wait time trend • Audit type (Enquiry/Request) wait time analysis Insights 12 www.qdegrees.com Confidential

13. Impact Story- Wait time Analysis at Branch Banking Client (2 of 2) Highlights (QDegrees) Engagement (Corporate Team) Adherence (Auditee) • • • Consecutive audits were done to gauge improvement • Refresher sessions basis the TNI • Process & System Corrections Real time alerts Weekly reports mentioning gaps at people, process, system & Infra level Monthly TNI’s Joint presentation to the stakeholders Actions • • Improvement (Quarterly) Actionable Key Issues • ATM issues resulting in bank walk- ins • Lack of staff availability after lunch in branches • No proactive assistance at branches resulting in high customer wait time at rural branches • ATM functionality improved by 8% resulting in reduced footfall • The wait time at branches improved by 15% • Desk manning improved by 10% in the off peak hours post lunch • Immediate response to ATM issues • Realignment of staff roster post lunch for better management • Rigorous mechanism to attend customer within 5 minutes of entrance Improvement 13 www.qdegrees.com Confidential

14. Mystery Audit Summary- Retail Touchpoints - Supermarket Chain Mystery Audits were carried out to across retail stores to, • Observe and Experience Customer Journey • Identify the Strengths/Scope of Improvement/Challenges in CX • Churn out the Insights and actionable to improve the Customer Experience Actionable Parameters Checked & Compliance • Pitching of membershipplan • Customerdata to be captured • System could not identifybasis Mobile number • No display of exchangeand refund policy • Storage & Handling of Perishable products • InconsistentAmenities • InconsistentSOP at Exit • Improper or No instoreVM for locating products • Adherenceto dress code by Staff • Price tagging of products- Old and new tags were placed together which createdconfusion for the customers • Hygiene maintenanceat fruits/veggies sections • Product placementand Rack cleanliness 14 www.qdegrees.com Confidential

15. Service Experience Audits - Consumer Durable KeyObjectives KeyParameters MajorGapsidentified Observe customer journey at various touch points to enhance and evolve customer experience Infra & Asset readiness Visibility , Customer Comfort & Brand value , Availability of spare Part availability, Asset & Infra 132 Toidentify effectiveness of service experience and customer retention Ambience High level Process and Training level 35 Display , Hygiene , Basic requirements Staff Proactive Identification of point of ServiceFailures 67 Digital Ease of Service experience , Knowledge , Effectives/clarity of the communication Digital Adoption Identify customer expectations to go beyond basic along with Sales v/s Service experience 18 Retention Registration , Follow-up , Progress update , Conversion and auto awareness Infra & Assets People and Process Digital • • • Availability of spares drive – improvement of 34% - 55% to 89% Brand value – improvement in adherence from 81% to 94% Improvement in customer comfort from 86% to 95% Knowledge and Communication – improvement from 61% to 92% Change in process around communication , follow-up process Reduction in repeat visit for service circa by 35% Change in the communication process with digital adoption of information process – Registration , communication and follow-up Clarity on the progress of service process along with proactive communication in change in TAT (if any) • • • • • 15 www.qdegrees.com Confidential

16. Kitchen Audit Step Wise Journey - Cloud Kitchen (1 of 2) Industry- Food Service | Client- Cloud Kitchen Brand | States Covered: 8 | Audit Frequency Monthly | Vendor Facility Audit Frequency Fortnightly Dry Storage Premises Personal Hygiene In-Warding 3 4 2 1 Cleaning & Sanitization Pest Control Holding Cooking Storage Perishable 6 5 7 9 8 Delivery Documentation Dispatch Packaging Tasting 3 11 13 14 12 10 16 www.qdegrees.com Confidential

17. Executive Summary- Key Impact of Audits (2of 2) Immediate Redressal • Garbage bag disposal • Replacement of broken bins • Uncovered & damaged drain repair • Marking of emergency exits • Exhaust hoods and drain cleaning • Appropriate size of gloves were made available • Water dripping from Walk-In fan • Damaged pressure cooker handle for replaced Strategic Opportunities Key Issues • Temperature tool calibration • Color coding of Vegeterian & Non-vegetarian utensils • Sanitation record maintaining process implemented • Area wise cleaning checklist process • Gas leak alarm maintenance process • Wire & switch board insulation • Fungal infested chheddar cheese sealed packet found in the chiller • Perishable vegetables received and stored in room temperature • FIFO process not followed • Veg and Non-veg observed in the same chiller • Unsorted rice & peanuts • Incorrect chiller temperature reording 17 www.qdegrees.com Confidential

19. Lets Connect… Registered Corporate Office: Jaipur Project Office: Bengaluru Project Office: Pune Office# 4, 3rdFloor, Lalwani Plaza, Sakore Nagar, New Airport Road, Viman Nagar, Pune, Maharashtra 411045 B-9, 1st Floor, Mahalaxmi Nagar, Behind WTP South Block, Jaipur-302017 1114, 3rd floor, 14th Main Rd., next to Max show room, 3rd sector HSR Layout, Bengaluru-560102 Connect with us digitally Website: www.qdegrees.com LinkedIn: https://www.linkedin.com/company/qdegrees-services Twitter: @QDegrees Call Us at: Name- Rajesh CB Mobile: +91-9529919820 Write to us: info@qdegrees.com Confidential www.qdegrees.com 19