Project FIRSTInitial Post-Research Recommendations

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FIRST Agenda• Executive Summary • Key Learnings & Feedback• 90-Day Financial Review• Recommendations• Cost Overview• Appendix

• Test to determine how we might better the in-center customer experience and better promote our core products, printing and shipping. Ultimately deliver a recommendation for RRR.

• NOT Store – not a teardown/rebuild• A test… anticipated there would be some

winners, some losers and possibly some question marks.

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Phase 3: In-Market Testing (July 11, 2013 –

Jan 31, 2014)

Phase 4:Post-Research,

Evaluation and Final Recommendations

NOTE: 90 days into testing phase

Phase 2: Concept Development

Project FIRST 4-Phase Process

Phase 1: Pre-Research

FIRST Project Recap

Send a clear message of who we are, what we do and how we can help customers

Breathe new life and energy into FXO brand for existing customers; for others, an introduction to the buzz

Improve store merchandising through intuitive design

Allow our customers to shop and purchase how they want

FOCUS:

INNOVATE & INSPIRE:

Emotionally engage and inspire our customers through our people, capabilities, technology and more

RADIATE:

SIMPLIFY:

TRANSACT:

Guiding Principles

Construction completed in the 5 FIRST stores mid-July. Key learnings ~ 90 days into testing are below.• 65% of shoppers noticed changes in the center

◦ “Store navigation and “inspiring environment” trending highest ◦ Edina & Fairfax customers noticed most change, with 92% aided awareness of Pack Plus

• Perception of experience at FXO vs. competitors shows FXO emerges as leader in terms of store design:◦ Overall experience (up 18 points from pre-First)◦ Design of the store (up 19 points from pre-First)◦ Brightness (up 24 points from pre-First)

• Post-Research shows store layout and updated signage working harder to ease store navigation.◦ Good Store Layout (up 48% from pre-First)◦ Store Signs (up 69%)◦ Store Staff (up 92% from pre-First)

FIRST Executive Summary

NOTE: Increase in head count and training for Pack Plus locations.

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• Compared to other ship/copy/print shops, what do you think of your experience at FXO better/worse or the same on each of the following attributes…

• Bkz the bulk of our customers are infrequent shoppers

• W 28-33% of the shoppers noticing changes calling these changes out first.

FIRST Executive Summary• Majority of customers ‘very satisfied’ or ‘satisfied’ with changes to stores:

◦ Ease of Navigation – 94% ◦ Open Layout – 92% ◦ Signs – 82% ◦ Color Coded Zone – 74%

• Increase in aided awareness of majority of products and services ***◦ Average # of products aware of pre-FIRST: 11.9◦ Average # of products aware of post-FIRST: 16.5 (39% increase)◦ Most significant awareness increase in printing at front counter (+31 points), submitting

orders via email/online (+28 points), custom signs & graphics (+31 points), digital photo prints (+29 points)

SO… ~ 90 days into the test, we feel FIRST has some clear wins: overall design, color zoning, navigational cues and signage. Pack Plus is making a huge statement. Some fixtures need tweaking and additional consideration, but overall - -some positive findings that could be integrated into refresh packages.

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Project FIRST Research

Store Observations & Employee Interviews

Camera/Videos Shop-Alongs Quant Survey Intercepts

Pre Research10/12/12 –11/19/13

9 Employee Interviews –

Chicago, Plano, Edina only

3 – Chicago, Plano, Edina only

12 – Chicago, Plano, Edina

only

N= 178Chicago, Plano, Edina

only

Post Research9/16/13 – 9/24/13

11 Employee Interviews – All except Chicago

No Video 17 - All except

ChicagoN = 211

All except Chicago

Recap of the methodology, details surrounding FIRST pre and post research. The store observations, employee interviews, the utilization of video, shop alongs and Quant survey intercepts.

Challenge: Solution:

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8 Research findings informed design

Full-service shipping vs. printing confusion at counter. Customers often unsure of where to queue for print and/or ship

Visually & physically delineated pack and ship from print

Clearly distinguished, open floor plan needed. Customers unsure of where to go to accomplish tasks.

Transparency. Customers want to see that their projects are being worked on, but not the production mess.

Break physical barrier at front counter. Continuous counter kept TMs from interacting with customers throughout the store.

FIRST Current In-Store Testing

Color zoning and blades define where to go for specific products and services

New fixtures obstruct view of production clutter

By breaking the front counter Team Members now encouraged to assist customers wherever needed

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Challenge: Solution:

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6

7

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8 Research findings informed design

FIRST Current In-Store Testing

Permit customers to leave front counter. Current store design doesn't’t give customers a reason to leave counter to shop.

Product awareness. Current floor plan and clutter kept core products from standing out.

Working space & privacy. Limited surface areas left customers with no workspace or privacy.

Inspiration. Only small fixture dedicated to displaying limited print products.

Inspiration visuals and organized store layout drive customers to explore/offer TMs cross-sell opportunity

Ample surface areas give customer ability to work on/organize projects comfortably

The Idea Studio area* brings print to life by showcasing different products and substrates available on the feature wall. The iPads and binders on tables to be used as a consultative tool for the team members bringing the area to life

With clean drive aisles, color zoning and larger displays, core products take center stage

*The Idea Studio area is not fully realized, learnings are meant for optimization moving forward8

Challenge Research Insights

1 Full-Service shipping vs. printing confusion at counter

Pre-refresh, customers were unsure exactly where to go; the clear delineation creates the distinction they need, though their first instinct is to queue where they see a team member. 94% of all customers were satisfied or very satisfied with navigational changes.

2 Break physical barrier at front counter

TMs are no longer trapped behind the counter; the breaks appeal greatly to them as it helps them assist customers quicker and more seamlessly. Likewise, customers feel TMs are available to assist

3 TransparencyVisual sight of team members leads to increased perceptions of quality and service, but opaque shields meant to hide clutter obstruct team members view of incoming customers

4 Clearly distinguished, open floor plan

Customers experience far less difficult navigating the store; the open floor plan, impulse fixtures, zones, signs, blades and powder-coated end caps facilitate navigation and are appreciated by customers and team members. 92% of customers were satisfied or very satisfied with open layout .

Overall, great strides have been made in meeting the challenges discovered in pre-research:

FIRST Post-Research Findings

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Challenge Research Insights

5 Workspace & privacyWhile previously customers felt the centers were cluttered and left little room to work; they embrace and utilize the increased amount of work space, and feel privacy is sufficient

6 Inspiration

The Idea Studio Wall is far more visually appealing than the previous fixture; further research is needed to test effectiveness of Idea Studio once full installation is complete (e.g. iPads and sample binders in place) and TM training has been completed.

“I was surprised that I did end up using the wall to show substrates. I was with a customer in the area and it was a natural opportunity to take them to the wall.” Center Manager – Edina

7 Product AwarenessThe significant reduction in clutter has helped clearly distinguish core products and services; aided awareness increased in majority of products and servicesProduct awareness in post research customers increased 39%.

8 Permit customers to leave front center

Customers spent less time waiting in line; though still unsure of whether they should explore the center while their project was being worked on

Overall, great strides have been made in meeting the challenges discovered in pre-research:

FIRST Post-Research Findings

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“It is easy to find what I am looking for”

“It is more user friendly”

“It makes the experience better and my time in the store better”

“It is easier to find where you need to

go”

“It is just very bright and more user friendly”

“Open layout”

“Less cluttered”

“Visibility of zones”

“New equipment”

“More welcoming”

“Makes more sense, useful”

“Big work tables”

“Color coded zones”

“Defined split between packaging and printing”

“Open layout, bright, good sight lines, separation of shipping and printing”

“Work tables”

“Nice Big sign for shipping. Better location of shipping counter.”

“Shipping closer to door”

“New tables”

“Easy navigation”

“Openness”“More organized”

“Work station space”

55% like the open layout

“Modern”

“Signage”

43% like the open layout, 14% like the brightness

62% like the open layout, 17% like the color70% like the open layout, 19% like the brightness

What do you like most about the changes in this location?

“It looks great in here! I could see myself spending

time working here.”

“I love the bright colors!”

“It has a brighter and more inviting

feel.”

Customers Appreciate the New FIRST Layout

Plano Southlake

Fairfax

Edina

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What do you like most about the changes in this location?

Team Member Feedback

Plano Southlake

Fairfax

Edina

“I think it looks great, the refresh makes this seem like a more

modern, lively space.”

“The new layout is more open, we’re getting really positive feedback from

customers.”

“I love it; I feel proud to work here.”

“This feels more professional and more pulled together.”

“It’s cleaner and brighter than before.”

“Pack Plus, and more space designated for

shipping, has increased our shipping revenue.”

“I love the refresh, it’s more than just cosmetic

changes, it’s great!”

“I like everything!”

“The refresh makes it feel like a more customer centric atmosphere.”

“Customers love the extra room in the work areas, no more throwing

elbows at each other.”

“Now we’re a one-stop shop.”

“We get great feedback from the customers; they love the colors and the

workstations, they just want that personal space.”

“I like it, it really helped liven it up.”

“It feels much more updated

now.”

“Our regulars have noticed and really appreciate it, too.”

“It really opened up the front of the store.”

“The open layout is working well! The

clouds look great, the colors are vibrant and

customers are noticing.”

“Customers are liking the light that's coming in now there's more window exposure.”

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FIRST Zone Spotlight: Pack Plus● Pack Plus noticed by large majority (92%) and reaction is extremely positive

Q: “Some FedEx Office locations are now equipped with a FedEx Pack Plus Center - a ‘store within a store’ geared at

helping you more efficiently ship any packages (including big, bulky, and fragile items such as bicycles).

Did you notice this during your recent visits to FedEx Office?”

How did Pack Plus impact your experience?(Among those who said ‘yes, and used’)

Does this sound like a concept you are interested in? (Among those who said ‘yes, but not used’ and ‘no, haven’t noticed’)

Base: Total Edina and Fairfax sample (107)

Clearly, Pack Plus design grabs customer attention. In addition, it has

impacted customer experience extremely positively (100% in Edina,

83% in Fairfax). Interest in Pack Plus high as well (80% in Edina,

97% in Fairfax).

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FIRST 90-Day Financial View

Construction First Center Control DistrictYear 1 November 1, 2011 to April 29, 2012 July 8, 2012 to October 9, 2012Year 2 October 30, 2012 to April 28, 2013 April 29, 2013 to June 7, 2013 July 7, 2013 to October 8, 2013

Year 1 November 8, 2011 to May 6, 2012 July 15, 2012 to October 9, 2012Year 2 November 6, 2012 to May 5, 2013 May 6, 2013 to June 14, 2013 July 14, 2013 to October 8, 2013

Year 1 November 22, 2011 to May 20, 2012 July 1, 2012 to October 9, 2012Year 2 November 20, 2012 to May 19, 2013 May 20, 2013 to May 31, 2013 June 30, 2013 to October 8, 2013

Year 1 November 15, 2011 to May 13, 2012 July 8, 2012 to October 9, 2012Year 2 November 13, 2012 to May 12, 2013 May 13, 2013 to June 7, 2013 July 7, 2013 to October 8, 2013

Year 1 November 22, 2011 to May 20, 2012 July 1, 2012 to October 9, 2012Year 2 November 20, 2012 to May 19, 2013 May 20, 2013 to May 31, 2013 June 30, 2013 to October 8, 2013

1936 Southlake, TX

62 Virginia

103 Plano

42 Minneapolis

118 Chicago Downtown N

28 Grapevine

Pre Period Post Period

1833 Fairfax, VA

3114 Plano, TX

622 Edina, MN

3623 Chicago, IL

• Pre / Post analysis measured test vs. control transaction and net revenue performance, before and after the opening of redesigned stores

• In aggregate, the FIRST centers have performed better than the control districts in transactions and revenue• Four of five FIRST centers are performing better in transactions, while 3 out of 5 are performing better in

revenue• Southlake (#1936) is performing worse than the district in transactions, but better in revenue

• The product code reporting shows that the transaction decline was driven across virtually all categories (with the exception of FS Color, Mailing & Shipping and Passport Photo)

• Fairfax (#1833) and Plano (#3114) are performing worse than the district in revenue, but better in transactions

• We typically see right-size, relos and refreshes declining in forecast (typically ~2.5-7.5%) the months following construction complete dates. Forecast tends to improve several months out. (Real Estate finance manager- Megan Butler)

RECOMMENDATION: Revisit financials at the end of test period on January 31, 2014.

…and their corresponding district that was used as a control

Test vs. Control Transactions Detail

Transactions

Center / District PRE Period 1 PRE Period 2 % Change PST Period 1 PST Period 2 % Change B/(W) PointsFirst Centers 233,604 212,004 -9% 117,481 112,168 -5% 5 Control Districts 1,921,118 1,846,701 -4% 1,029,805 996,861 -3% 1

Period Period

FIRST centers up 5 B/(W) points compared to Control Districts at 1 B/(W) points

Center / District PRE Period 1 PRE Period 2 % Change PST Period 1 PST Period 2 % Change B/(W) PointsNet B/(W)vs.

Control622 Edina , MN 53,022 47,970 -10% 26,124 25,436 -3% 7 6 1833 Fa irfax, VA 50,679 47,673 -6% 23,333 22,388 -4% 2 4 1936 Southla ke, TX 12,042 13,936 16% 7,041 7,759 10% (6) (4)3114 Plano, TX 61,194 52,796 -14% 28,906 26,904 -7% 7 5 3623 Chicago, IL 56,667 49,629 -12% 32,077 29,681 -7% 5 3

Dis t 42 Minnea pol i s 443,235 418,549 -6% 231,156 220,590 -5% 1 Dis t 62 Virginia 310,614 294,349 -5% 149,173 137,924 -8% (2)Dis t 28 Grapevine 328,357 321,932 -2% 182,402 175,789 -4% (2)Dis t 103 Plano 380,480 360,667 -5% 196,828 190,040 -3% 2 Dis t 118 Chicago Downtown N 458,432 451,204 -2% 270,246 272,518 1% 2

PeriodPeriod

• Revenue and transaction totals exclude Sales Covered Commercial Accounts

• District totals exclude First Centers

Center / District PRE Period 1 PRE Period 2 % Change PST Period 1 PST Period 2 % Change B/(W) PointsNet B/(W)vs.

Control622 Edina, MN 701,956$ 608,723$ -13% 329,299$ 324,404$ -1% 12 8 1833 Fai rfa x, VA 549,912$ 539,931$ -2% 279,675$ 252,346$ -10% (8) (3)1936 Southlake, TX 184,304$ 189,007$ 3% 119,032$ 122,424$ 3% 0 7 3114 Plano, TX 660,515$ 563,347$ -15% 340,727$ 317,775$ -7% 8 (2)3623 Chicago, IL 497,390$ 431,161$ -13% 274,311$ 259,614$ -5% 8 5

Di st 42 Minneapol i s 5,267,107$ 4,901,766$ -7% 2,766,887$ 2,681,189$ -3% 4 Di st 62 Virginia 3,239,003$ 3,130,281$ -3% 1,553,084$ 1,424,617$ -8% (5)Di st 28 Gra pevine 4,540,557$ 4,428,807$ -2% 2,395,269$ 2,186,747$ -9% (6)Di st 103 Plano 4,283,117$ 4,102,236$ -4% 2,110,778$ 2,238,175$ 6% 10 Di st 118 Chicago Downtown N 4,256,022$ 4,302,494$ 1% 2,498,768$ 2,601,331$ 4% 3

Period Period

• Revenue and transaction totals exclude Sales Covered Commercial Accounts

• District totals exclude First Centers• Net Sales excludes shipping commissions

Center / District PRE Period 1 PRE Period 2 % Change PST Period 1 PST Period 2 % Change B/(W) PointsFirst Centers 2,594,076$ 2,332,170$ -10% 1,343,043$ 1,276,563$ -5% 5 Control Districts 21,585,806$ 20,865,585$ -3% 11,324,786$ 11,132,060$ -2% 2

Period Period

Test vs. Control Net Sales Detail

FIRST centers up 5 B/(W) points compared to Control Districts at 2 B/(W) points

Sales

FIRST Recommendations – OPC

• Value engineered/reduced cost “clouds

- Ensure visibility of all clouds /zone area from point of entry

• Pack Plus signature look in packing/shipping area, including the marketing wall

• Color zoning the store for ease of navigation

• Impulse fixtures with tweaks to positioning, quantity and designated use (get paper off the floor/core marketing messaging)

• Self-service work tables with privacy lips & blades – value engineer for fewer and shorter per center

• Feature walls – leveraging open walls where available

• Project tables in workstation area

• Large window graphics where possible

• Finishing package: white walls, plank flooring, tile

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FIRST Recommendations - OPC

• Ideas Studio – Until iPads and binders are in and fully tested and post research is completed we are not ready to recommend moving forward or not.◦ However we do think we will want smaller footprint tables to ensure quality of the fixtures that

we had challenges with during the test

• Large window graphics:◦ Feedback is positive around window graphics driving attention/traffic. ◦ Until master list of window sizes is available in the system, execution could be cost prohibitive.◦ Consider smaller sizes of window fixture and/or multiple sizes

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FIRST Recommendations - OPC

• Do not roll out the behind the counter fixture due to size of current fixture vs. limited space◦ Seek solution for “transparency in Project STORE for future testing

• Powder coated retail end caps. ◦ While they are inexpensive and powerful zoning and merchandising option, it comes with some

flexibility limitations. Marketing thinks they are “nice to have” but would not prioritize vs. items on previous slides.

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• Continue SSS transitional signage package, “as is”◦ Compact space does not justify need for or cost of “cloud package”

• Store layout/adjacencies to ensure customer experience (retail, shipping, print)• Self-service work tables with privacy lips and blades (limited)• Finishing package: white walls, plank flooring, tile• Reduced amount and shorten SS blades – blue blades help call out self serve area• Reduced amount of impulse fixtures to just one (keep paper off the floor and promote

core messaging)• Featured Wall dependent upon available wall space (Investigate delivering in 3 sizes

for flexibility)

FIRST Recommendations – Biz. Center

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• Behind the counter fixture due to size of the current fixture vs. limited space

• Large Idea Studio wall due to available space

• Clouds – move forward with current SSS signage in place of clouds in the smaller foot print

FIRST Recommendations – Biz. Center

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• Marketing Cost Breakdown:◦ Initial Creative Development: ~$350,000

• Marketing Costs Moving Forward:◦ Creative Development: $20k◦ Retouching, Studio Costs: $15k

• Current Fixture Cost Breakdown by Store (in addition to regular right-size/refresh spend):◦ Plano, TX: $65,287◦ Edina, MN: $76,695◦ Chicago, IL: $37,714◦ Southlake, TX: $32,667◦ Fairfax, VA: $70,062

Note: With volume discounts and value engineering these costs will likely be reduced for

roll out.

FIRST Cost Breakdowns

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FIRST Next Steps

1. Agree on overall design concepts across Real Estate/Retail/Marketing quickly.

2. Work with RE to RFP and value engineer final approved elements.

3. Continue to evaluate Pack Plus elements, Idea Studio elements to learn how to best roll out across the network.

4. Incorporate final designs into H2 FY14 refresh plans.

5. Incorporate Brand recommendations for use of Beacon Colors as appropriate as we continue to work on overall center look and feel.

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Appendix

PRE Period 1

PRE Period 2

PRE % Change

PST Period 1

PST Period 2

PST% Change

B/(W) Points

Net B/(W)vs. Control

B&W Large Format Roll Prints 706 615 -13% 360 305 -15% (2) (0) Color Large Format 475 503 6% 194 179 -8% (14) (2) Express B&W Copies 11,739 9,658 -18% 4,893 4,359 -11% 7 9 Express Color 2,727 2,398 -12% 1,231 1,103 -10% 2 (2) Express Computer Rental 10,885 10,942 1% 5,665 5,496 -3% (4) (2) Express Digital Photo Services 1,731 1,451 -16% 692 633 -9% 8 18 Fax 4,685 4,088 -13% 2,169 2,004 -8% 5 11 Finishing Services 2,827 2,815 0% 1,381 1,342 -3% (2) (2) Full Serve B&W Copies 2,252 2,216 -2% 1,083 1,210 12% 13 8 Full Serve Color Copies 2,062 2,246 9% 922 952 3% (6) (7) Full Serve Custom Products 74 47 -36% 2 2 0% 36 (13) Full Serve Document Creation 836 727 -13% 378 441 17% 30 29 In-House 34 44 29% 20 33 65% 36 8 Large Format Finishing 264 275 4% 138 119 -14% (18) (11) Mailing & Shipping 825 1,265 53% 577 652 13% (40) (32) Office Supplies 8,011 7,839 -2% 3,394 3,341 -2% 1 7 Outsource 44 36 -18% 23 7 -70% (51) (81) Passport Photo 500 505 1% 209 209 0% (1) 0 Signs & Banners 2 3 50% 2 1 -50% (100) (122) Total (ALL) 50,705 47,695 -6% 23,343 22,393 -4% 2 4

Period Period

1833 Fairfax, VA

Net SalesTransactions PRE

Period 1 PRE

Period 2 PRE %

Change PST

Period 1 PST

Period 2 PST%

ChangeB/(W) Points

Net B/(W)vs. Control

B&W Large Format Cut Sheets . 7 0% 5 . 0% - - B&W Large Format Roll Prints 932 759 -19% 433 444 3% 21 13 Color Large Format 473 451 -5% 250 261 4% 9 4 Express B&W Copies 10,515 8,972 -15% 5,363 4,676 -13% 2 1 Express Color 3,369 2,760 -18% 1,662 1,482 -11% 7 4 Express Computer Rental 7,033 6,758 -4% 3,915 4,474 14% 18 17 Express Digital Photo Services 1,378 1,024 -26% 646 574 -11% 15 24 Fax 3,977 3,342 -16% 2,068 1,897 -8% 8 9 Finishing Services 4,868 4,059 -17% 2,283 2,191 -4% 13 6 Full Serve B&W Copies 4,666 4,068 -13% 2,128 1,867 -12% 1 (4) Full Serve Color Copies 3,681 3,255 -12% 1,536 1,402 -9% 3 (6) Full Serve Custom Products 126 77 -39% 9 5 -44% (6) 12 Full Serve Document Creation 1,181 984 -17% 551 501 -9% 8 2 In-House 62 68 10% 38 56 47% 38 50 Large Format Finishing 548 420 -23% 270 248 -8% 15 2 Mailing & Shipping 1,176 1,362 16% 495 985 99% 83 89 Office Supplies 8,603 9,242 7% 4,293 4,206 -2% (9) (2) Outsource 69 59 -14% 43 27 -37% (23) (9) Passport Photo 357 294 -18% 134 135 1% 18 3 Signs & Banners 8 9 13% 2 5 150% 138 105 Total (ALL) 53,061 48,000 -10% 26,141 25,451 -3% 7 6

Period Period

622 Edina, MN

PRE Period 1

PRE Period 2

PRE % Change

PST Period 1

PST Period 2

PST% Change

B/(W) Points

Net B/(W)vs. Control

B&W Large Format Cut Sheets . 115$ 0% 30$ . 0% - - B&W Large Format Roll Prints 17,350$ 13,452$ -22% 8,528$ 7,705$ -10% 13 8 Color Large Format 41,431$ 41,997$ 1% 25,406$ 24,988$ -2% (3) (9) Express B&W Copies 55,923$ 49,990$ -11% 28,416$ 27,890$ -2% 9 7 Express Color 43,089$ 35,224$ -18% 23,050$ 17,617$ -24% (5) (3) Express Computer Rental 42,222$ 37,064$ -12% 18,599$ 22,671$ 22% 34 37 Express Digital Photo Services 9,462$ 7,264$ -23% 4,702$ 5,027$ 7% 30 38 Fax 19,803$ 19,056$ -4% 10,830$ 11,022$ 2% 6 9 Finishing Services 58,294$ 45,901$ -21% 25,123$ 25,480$ 1% 23 9 Full Serve B&W Copies 107,964$ 72,948$ -32% 45,113$ 41,843$ -7% 25 21 Full Serve Color Copies 190,700$ 170,830$ -10% 83,137$ 79,497$ -4% 6 (2) Full Serve Custom Products 5,747$ 5,701$ -1% 283$ -$ -100% (99) (59) Full Serve Document Creation 15,000$ 11,755$ -22% 6,741$ 7,253$ 8% 29 28 In-House 2,375$ 3,938$ 66% 2,312$ 3,011$ 30% (36) (33) Large Format Finishing 15,577$ 12,486$ -20% 8,135$ 6,729$ -17% 3 (1) Mailing & Shipping 13,123$ 16,599$ 26% 5,841$ 15,806$ 171% 144 156 Office Supplies 52,375$ 54,491$ 4% 26,898$ 23,664$ -12% (16) (11) Outsource 6,271$ 4,350$ -31% 4,085$ 1,700$ -58% (28) (39) Passport Photo 4,807$ 4,476$ -7% 1,947$ 2,106$ 8% 15 13 Signs & Banners 442$ 1,087$ 146% 123$ 395$ 221% 75 (15) Total (ALL) 702,093$ 608,801$ -13% 329,395$ 324,444$ -2% 12 8

Period

622 Edina, MN

Period

PRE Period 1

PRE Period 2

PRE % Change

PST Period 1

PST Period 2

PST% Change

B/(W) Points

Net B/(W)vs. Control

B&W Large Format Roll Prints 16,716$ 12,884$ -23% 6,945$ 7,673$ 10% 33 52 Color Large Format 40,802$ 43,311$ 6% 23,178$ 17,964$ -22% (29) (22) Express B&W Copies 49,339$ 41,934$ -15% 22,119$ 19,957$ -10% 5 7 Express Color 25,229$ 23,043$ -9% 12,914$ 9,824$ -24% (15) (27) Express Computer Rental 47,749$ 52,325$ 10% 26,435$ 24,288$ -8% (18) (9) Express Digital Photo Services 13,626$ 12,478$ -8% 5,987$ 5,329$ -11% (3) 10 Fax 25,436$ 26,137$ 3% 11,571$ 11,570$ 0% (3) 9 Finishing Services 33,689$ 32,233$ -4% 17,376$ 14,119$ -19% (14) (17) Full Serve B&W Copies 88,770$ 72,754$ -18% 41,587$ 38,842$ -7% 11 12 Full Serve Color Copies 115,388$ 124,717$ 8% 54,479$ 50,257$ -8% (16) (7) Full Serve Custom Products 4,178$ 3,068$ -27% 1,264$ 1,154$ -9% 18 (56) Full Serve Document Creation 8,542$ 7,315$ -14% 3,485$ 4,770$ 37% 51 54 In-House 974$ 1,234$ 27% 611$ 1,263$ 107% 80 65 Large Format Finishing 7,605$ 7,820$ 3% 6,439$ 4,483$ -30% (33) 3 Mailing & Shipping 9,519$ 15,640$ 64% 8,992$ 14,670$ 63% (1) 9 Office Supplies 50,130$ 49,506$ -1% 21,987$ 20,157$ -8% (7) (3) Outsource 5,288$ 5,751$ 9% 10,947$ 3,159$ -71% (80) (94) Passport Photo 6,710$ 7,534$ 12% 3,340$ 3,086$ -8% (20) (4) Signs & Banners 222$ 246$ 11% 18$ (219)$ -1314% (1,325) (1,410) Total (ALL) 549,912$ 539,989$ -2% 279,686$ 252,351$ -10% (8) (3)

Period

1833 Fairfax, VA

Period

PRE Period 1

PRE Period 2

PRE % Change

PST Period 1

PST Period 2

PST% Change

B/(W) Points

Net B/(W)vs. Control

B&W Large Format Roll Prints 345 395 14% 208 160 -23% (38) (44) Color Large Format 72 157 118% 80 69 -14% (132) (119) Express B&W Copies 1,291 1,309 1% 704 642 -9% (10) (10) Express Color 380 356 -6% 252 205 -19% (12) (9) Express Computer Rental 1,882 2,152 14% 1,170 1,238 6% (9) (13) Fax 882 906 3% 488 490 0% (2) (4) Finishing Services 1,132 1,386 22% 706 840 19% (3) (0) Full Serve B&W Copies 1,309 1,506 15% 820 855 4% (11) (12) Full Serve Color Copies 1,184 1,448 22% 625 850 36% 14 16 Full Serve Custom Products 11 15 36% 7 4 -43% (79) (105) Full Serve Document Creation 337 425 26% 207 189 -9% (35) (34) In-House 3 28 833% . 9 0% (833) (851) Large Format Finishing 46 97 111% 48 49 2% (109) (114) Mailing & Shipping 1,028 1,102 7% 525 702 34% 27 51 Office Supplies 2,029 2,552 26% 1,164 1,388 19% (7) (2) Outsource 3 13 333% 4 4 0% (333) (340) Passport Photo 107 86 -20% 33 65 97% 117 114 Signs & Banners 1 3 200% . . 0% (200) (201) Total (ALL) 12,043 13,941 16% 7,044 7,760 10% (6) (4)

1936 Southlake,

TX

Period Period

PRE Period 1

PRE Period 2

PRE % Change

PST Period 1

PST Period 2

PST% Change

B/(W) Points

Net B/(W)vs. Control

B&W Large Format Roll Prints 7,473$ 8,025$ 7% 5,475$ 3,614$ -34% (41) (45) Color Large Format 10,077$ 13,017$ 29% 8,016$ 7,758$ -3% (32) 6 Express B&W Copies 6,682$ 6,875$ 3% 3,256$ 4,135$ 27% 24 21 Express Color 5,208$ 5,518$ 6% 4,894$ 2,852$ -42% (48) (48) Express Computer Rental 10,124$ 10,360$ 2% 5,604$ 5,710$ 2% (0) 4 Fax 5,582$ 5,678$ 2% 2,743$ 3,079$ 12% 11 11 Finishing Services 13,157$ 17,711$ 35% 7,203$ 10,573$ 47% 12 9 Full Serve B&W Copies 20,798$ 24,895$ 20% 15,602$ 11,943$ -23% (43) (50) Full Serve Color Copies 61,684$ 59,753$ -3% 39,560$ 47,737$ 21% 24 34 Full Serve Custom Products 728$ 1,503$ 106% -$ 19$ 0% (106) (217) Full Serve Document Creation 3,429$ 3,602$ 5% 2,921$ 1,902$ -35% (40) (47) In-House 31$ 1,029$ 3272% . 277$ 0% (3,272) (3,326) Large Format Finishing 4,924$ 1,870$ -62% 2,096$ 4,353$ 108% 170 192 Mailing & Shipping 21,492$ 12,677$ -41% 13,750$ 8,888$ -35% 6 25 Office Supplies 11,120$ 13,644$ 23% 6,611$ 6,650$ 1% (22) (21) Outsource 381$ 1,367$ 259% 836$ 1,790$ 114% (145) (121) Passport Photo 1,396$ 1,151$ -18% 467$ 1,142$ 145% 162 171 Signs & Banners 20$ 331$ 1557% . . 0% (1,557) (1,561) Total (ALL) 184,313$ 189,015$ 3% 119,090$ 122,424$ 3% 0 6

Period

1936 Southlake,

TX

Period

Net SalesTransactions

PRE Period 1

PRE Period 2

PRE % Change

PST Period 1

PST Period 2

PST% Change

B/(W) Points

Net B/(W)vs. Control

B&W Large Format Cut Sheets 11 5 -55% 11 1 -91% (36) 95 B&W Large Format Roll Prints 974 1,023 5% 506 532 5% 0 (6) Color Large Format 566 499 -12% 286 239 -16% (5) (2) Express B&W Copies 11,477 9,459 -18% 5,314 4,543 -15% 3 2 Express Color 3,462 2,878 -17% 1,613 1,554 -4% 13 14 Express Computer Rental 14,232 12,235 -14% 6,831 6,777 -1% 13 8 Express Digital Photo Services 1,180 978 -17% 403 361 -10% 7 8 Fax 4,903 4,107 -16% 2,452 1,931 -21% (5) (5) Finishing Services 5,176 4,130 -20% 2,688 2,412 -10% 10 6 Full Serve B&W Copies 3,127 2,916 -7% 1,513 1,690 12% 18 18 Full Serve Color Copies 3,007 2,808 -7% 1,454 1,582 9% 15 13 Full Serve Custom Products 53 42 -21% 7 1 -86% (65) (72) Full Serve Document Creation 1,157 1,145 -1% 569 590 4% 5 (6) In-House 51 50 -2% 25 43 72% 74 88 Large Format Finishing 509 435 -15% 268 186 -31% (16) (40) Mailing & Shipping 1,765 1,602 -9% 897 747 -17% (7) (0) Office Supplies 8,948 8,000 -11% 3,805 3,512 -8% 3 6 Outsource 119 97 -18% 49 44 -10% 8 4 Passport Photo 470 382 -19% 213 153 -28% (9) 0 Signs & Banners 7 5 -29% 2 6 200% 229 188 Total (ALL) 61,242 52,825 -14% 28,932 26,924 -7% 7 5

3114 Plano,

TX

Period Period PRE Period 1

PRE Period 2

PRE % Change

PST Period 1

PST Period 2

PST% Change

B/(W) Points

Net B/(W)vs. Control

B&W Large Format Cut Sheets 105$ 28$ -74% 93$ 8$ -92% (18) 322 B&W Large Format Roll Prints 17,529$ 18,800$ 7% 9,898$ 10,636$ 7% 0 (13) Color Large Format 45,354$ 39,226$ -14% 27,184$ 22,838$ -16% (2) (16) Express B&W Copies 55,619$ 45,632$ -18% 25,892$ 25,700$ -1% 17 21 Express Color 38,000$ 33,984$ -11% 17,826$ 21,879$ 23% 33 43 Express Computer Rental 57,115$ 54,842$ -4% 28,410$ 29,598$ 4% 8 9 Express Digital Photo Services 8,923$ 8,332$ -7% 3,050$ 2,678$ -12% (6) (7) Fax 27,241$ 24,987$ -8% 12,805$ 11,887$ -7% 1 (0) Finishing Services 48,960$ 41,098$ -16% 25,511$ 25,662$ 1% 17 1 Full Serve B&W Copies 67,223$ 57,120$ -15% 34,649$ 34,288$ -1% 14 (2) Full Serve Color Copies 154,618$ 121,667$ -21% 89,576$ 80,770$ -10% 11 1 Full Serve Custom Products 2,631$ 2,643$ 0% 60$ 57$ -5% (5) (95) Full Serve Document Creation 12,426$ 13,435$ 8% 5,798$ 7,892$ 36% 28 29 In-House 1,395$ 1,713$ 23% 863$ 1,616$ 87% 64 83 Large Format Finishing 17,955$ 9,374$ -48% 8,061$ 4,141$ -49% (1) (43) Mailing & Shipping 25,098$ 27,408$ 9% 13,856$ 10,297$ -26% (35) (41) Office Supplies 55,677$ 45,105$ -19% 22,587$ 19,098$ -15% 4 2 Outsource 18,072$ 11,561$ -36% 11,379$ 6,319$ -44% (8) (121) Passport Photo 6,348$ 6,121$ -4% 3,183$ 2,358$ -26% (22) (5) Signs & Banners 226$ 269$ 19% 46$ 52$ 13% (6) (170) Total (ALL) 660,907$ 563,570$ -15% 341,048$ 317,852$ -7% 8 (2)

3114 Plano,

TX

PeriodPeriod

PRE Period 1

PRE Period 2

PRE % Change

PST Period 1

PST Period 2

PST% Change

B/(W) Points

Net B/(W)vs. Control

B&W Large Format Roll Prints 441 341 -23% 264 187 -29% (6) (10) Color Large Format 352 312 -11% 162 205 27% 38 26 Express B&W Copies 9,836 7,830 -20% 5,389 4,613 -14% 6 9 Express Color 2,113 1,782 -16% 1,046 1,045 0% 16 17 Express Computer Rental 20,240 17,874 -12% 12,048 11,625 -4% 8 5 Express Digital Photo Services 576 330 -43% 284 130 -54% (12) (7) Fax 3,745 3,073 -18% 1,960 1,652 -16% 2 (0) Finishing Services 3,165 2,955 -7% 1,768 1,579 -11% (4) (6) Full Serve B&W Copies 3,195 3,183 0% 1,889 2,083 10% 11 (2) Full Serve Color Copies 2,250 2,184 -3% 1,221 1,180 -3% (0) (6) Full Serve Custom Products 38 17 -55% 10 2 -80% (25) 1 Full Serve Document Creation 983 943 -4% 521 497 -5% (1) 6 In-House 44 62 41% 35 25 -29% (69) (69) Large Format Finishing 193 170 -12% 131 123 -6% 6 (11) Mailing & Shipping 1,446 1,522 5% 974 740 -24% (29) (29) Office Supplies 7,837 6,909 -12% 4,299 3,891 -9% 2 1 Outsource 44 29 -34% 10 12 20% 54 55 Passport Photo 167 111 -34% 59 90 53% 86 76 Signs & Banners 2 2 0% 7 2 -71% (71) (160) Total (ALL) 56,701 49,653 -12% 32,085 29,693 -7% 5 3

3623 Chicago, IL

Period Period PRE

Period 1 PRE

Period 2 PRE %

Change PST

Period 1 PST

Period 2 PST%

ChangeB/(W) Points

Net B/(W)vs. Control

B&W Large Format Roll Prints 10,887$ 5,427$ -50% 5,003$ 4,335$ -13% 37 30 Color Large Format 33,848$ 34,571$ 2% 14,833$ 18,294$ 23% 21 3 Express B&W Copies 32,585$ 25,142$ -23% 19,195$ 14,713$ -23% (1) (6) Express Color 20,433$ 15,106$ -26% 10,275$ 10,568$ 3% 29 29 Express Computer Rental 84,919$ 74,532$ -12% 45,311$ 50,513$ 11% 24 24 Express Digital Photo Services 4,376$ 2,747$ -37% 2,089$ 936$ -55% (18) (12) Fax 18,768$ 17,167$ -9% 9,836$ 9,639$ -2% 7 8 Finishing Services 36,886$ 31,251$ -15% 18,538$ 21,974$ 19% 34 27 Full Serve B&W Copies 55,702$ 45,842$ -18% 28,283$ 28,090$ -1% 17 6 Full Serve Color Copies 109,288$ 100,287$ -8% 73,900$ 55,757$ -25% (16) (12) Full Serve Custom Products 1,516$ 1,238$ -18% 59$ -$ -100% (82) 10 Full Serve Document Creation 11,848$ 9,939$ -16% 5,540$ 6,357$ 15% 31 38 In-House 1,124$ 1,944$ 73% 872$ 752$ -14% (87) (92) Large Format Finishing 6,224$ 5,692$ -9% 3,350$ 3,200$ -4% 4 (27) Mailing & Shipping 16,938$ 14,814$ -13% 8,614$ 7,679$ -11% 2 (8) Office Supplies 47,109$ 42,057$ -11% 26,823$ 24,798$ -8% 3 3 Outsource 2,720$ 1,610$ -41% 371$ 570$ 54% 94 109 Passport Photo 2,208$ 1,769$ -20% 876$ 1,341$ 53% 73 75 Signs & Banners 10$ 28$ 180% 542$ 96$ -82% (262) (337) Total (ALL) 497,546$ 431,126$ -13% 274,311$ 259,712$ -5% 8 5

3623 Chicago, IL

PeriodPeriod