May, 2016

Service Diagnostics
Overall satisfactions of our customers has improved a lot
compared to 3 months ago

8.55 /10 8.01 /10

VS
43% Net Top 23% Net Top
Overall Overall
Satisfaction Satisfaction

May 2016 February 2016

Sale Stock document, strictly confidential 2

 Survey results May 2016 vs February 2016

4.54 4.53 4.51 4.5 4.5

4.5 4.36 4.33
4.2

4 3.88 3.86 3.88

3.72 3.78
3.71

3.5

3 * 2.91

2.5
May-16
Feb-16
2

1.5

0.5

0
Communication Perceived Effort Channel Empathy & Answer Service Overall Response Time
Skills Sufficiency Understanding Accuracy Knowledge Acessibility

* This category was not tested in the last survey

Sale Stock document, strictly confidential 3

We managed to improve a lot on average response time across all
channels compared to 3 months ago

Percentage of
Response time Response time Current average
customers
to satisfy 95% to satisfy 60% response time
satisfied with
of customers of customers (W-3 May)
response time

15 seconds 2 minutes 100 seconds 69%

1 minute 3 minutes 7 minutes 37%

1 minute 5 minutes 15 minutes 21%

3 minutes 10 minutes 30 minutes 48%

1 minutes 5 minutes 2 minutes 72%

Sale Stock document, strictly confidential 4

Current average response time vs February 2016 average response
time
May 2016 February 2016

Current average
response time
(W-3 May)

85 seconds

>< >1 day

36 hours

>1 day

70 hours

Great job people, Keep it Up!

Sale Stock document, strictly confidential 5
Our SMS and Zopim channel got the best score for average of
individual variables and overall satisfaction respectively

Average of Individual
Overall Satisfaction
Variables

4.41 8.64

4.48 8.46

4.45 8.63

4.40 8.24

4.45 8.53

Sale Stock document, strictly confidential 6

How we currently fare against other e-commerce companies
Total thinking Sale
E-commerce Total Thinking Sale Total thinking Sale
Stock has the same
Companies Stock is better Stock is worse
quality
7% IG, WA, BBM, FB, or
18% 7% %
other olshop
Tokopedia 6% 3% 0%
Lazada 6% 3% 1%
23% Zalora 3% 1% 2%
BukaLapak 3% 1% 0%
MatahariMall 3% 3% 0%
Shopee 3% 0% 0%
70%
BliBli 1% 1% 0%
Elevenia 1% 0% 0%
Olx 1% 1% 0%
Other companies
Better Same Worse
(MayShop,
26% 11% 3%
myrubilicious,
PinkEmma, etc.)

40% 26%
of our customers have bought products
of our customers have purchased at other e-
from relatively small companies &
commerce companies
independent shops on social media

Sale Stock document, strictly confidential 7

Sale Stock vs Other Online Retailers, February 2016 vs May 2016
results

Worse Worse
7% 5%

Same
23% Better
45%
Better Same
70% 50%

May 2016 February 2016

Sale Stock document, strictly confidential 8

 Our response time has improved a lot from 64% requests for faster
response in February 2016 to 18% in May 2016

Requested improvements
62%
wants improvements on answer quality and
Faster response 2% less robotic answer
18%
30%
Better & Faster Complaint said different CS gives different answers
Management 6% 8%
wants improvements on Pertanyaan harus
Better Response Quality diulang

74%
Others (Product-related,
Quality, sizing issue,
43% wants improvements on
Delivery time & service, etc) delivery time & service

14% wants improvements on

12% sizing issue
of our customers
13% asks for more model &
requested product variety
improvements in
our service 7% wants improvements on
product quality

Sale Stock document, strictly confidential 9

Requested Improvements May 2016 vs February 2016

May 2016 February 2016

12% 45%
of our customers of our customers
requested requested
improvements in improvements in
our service our service

62%
wants improvements on answer quality 56%
and less robotic answer wants improvements on
Pertanyaan Harus
30% Diulang-ulang/Tidak
said different CS gives different answers Dijawab

8% 44% wants less robotic

wants improvements on Pertanyaan
harus diulang answer

Sale Stock document, strictly confidential 10

WhatsApp was the most requested channel addition from our
customer

Channel Suggestions by our customers

13.25 % 3.93%
of our customers
requested more channels 1.97%
3.93%

3.93% BBM
Channels Percentage 1.97%
WA
WhatsApp 50% 34.11%
KakaoTalk
BBM 34%
WeChat
WeChat 4%
Hotline
YouTube 4%
Youtube
Hotline 4% 50.16%
KakaoTalk 2%
Email

Email 2%

Sale Stock document, strictly confidential 11

Our SMS and Zopim channel got the best score for average of
individual variables and overall satisfaction respectively

Average of Individual
Overall Satisfaction
Variables

4.41 8.64

4.48 8.46

4.45 8.63

4.40 8.24

4.45 8.53

Sale Stock document, strictly confidential 12