What do customers think about “One New GNC”? Field Agent sent 52 GNC patrons to QuickShop the retailer and share their thoughts about recent changes. Read more on the blog: http://blog.fieldagent.net/rapid-response-what-customers-think-about-the-one-new-gnc-mystery-shop

1. “One New GNC” QuickShop
12.29.16 - 12.30.16

2. 2
What specific changes did you notice in your visit to GNC?
87%
75%
71%
54%
35% 35%
25%
17% 17%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
New Signage New Prices More
Knowledgeable/
Helpful Employees
One-Price
System
New Products/
Brands
Fewer
Out-of-Stocks
New Layout New Payment
System
Tablets Used
by Employees
One New GNC - Perceived Changes

3. 3
One New GNC - Agent Photos
San Antonio, TX Lansing, MI Minneapolis, MN Greensboro, NC

4. 4
Compared to the previous Gold Card membership program, what is
your attitude toward the new My GNC Rewards program?
0% responded “not very likely” or “not at all likely”
My GNC Rewards
51%
21%
9%
17%
2%
0%
10%
20%
30%
40%
50%
60%
Much better (i.e.
My GNC
Rewards is much
better)
Better A little better Neutral - Neither
better nor worse
A little worseMuch better
0% responded “worse” or “much worse”
*Among those who had at least some knowledge of the previous Gold Card program (n = 47)
How Likely are you to participate in the
My GNC Rewards program in the future? 77%
13%
10%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Completely likely Very likely Moderately likely

5. 5
In general, how would you rate the My GNC Rewards program?
60%
26%
12%
2%
0%
10%
20%
30%
40%
50%
60%
70%
5 - Excellent 4 - Above
average
3 - Average 2 - Below
average
0% responded “1 - Poor”
*Among those who had at least some knowledge of the previous Gold Card program (n = 47)
My GNC Rewards, cont.

6. 6
GNC CUSTOMER TESTIMONIALS
21-year-old male, Cranberry Township, PA
“I like that the points can be used towards cash
back, although I feel like I will likely have to spend
more to get the rewards. I like that the prices will
remain constant for purchases, regardless of a card
or not. I am unsure if I will still get ‘exclusive’
benefits or not.”
21-year-old female, Greensboro, NC
“The rewards program seems to be better for the
customer. The employees explained that it was free
and that the rewards were no longer random but
depending on the amount of points the customer
had and what they purchased. It was really easy to
get.”
25-year-old female, Opelika, AL
“It seems like the new program really is benefiting
all ranges of customers due to the rewards per
dollar. The original rewards program really only
seemed to benefit those that spent a lot of money
on supplements, thus did not help me a ton due to
the types of products I typically purchase. This new
program does benefit me which is a wonderful
change…Not only was I excited about the new
rewards program, but the employees were visibly
excited as well.”
27-year-old female, Long Beach, CA
“With the Gold Card you paid $15 each year…each
time I entered the store my membership expired
(and) I had to pay them $15 cash to get my
membership discounts and privileges. With the
GNC Rewards program you don't have to pay for it
at all; it's open to anyone now and that's awesome
because sometimes paying for the membership
kept me from renewing. I am an avid GNC shopper
and have been for years and I'm very glad they've
upgraded the membership.”
My GNC Rewards, cont.

7. 7
GNC CUSTOMER TESTIMONIALS
28-year-old female, Rochester, NY
“I am excited about the new GNC reward program!
I think it is great that they give a free birthday gift
and also $5 back after 150 reward points. I am
considering purchasing the pro program because I
purchase a lot of whey protein. I could benefit from
ordering online now and getting free shipping. For
$39.99 a year, I think it's a plus to get free samples,
coupons, and new products in the mail. Not to
mention the insider line. The person I spoke to in
GNC said that they give nutritional advice, which is
awesome.”
29-year-old male, Kennesaw, GA
“I think it's nice for the fact that everyone can take
advantage of it now. But at the same time you don't
feel that exclusive member part of the experience
where you knew that since you had that gold card
you were special and getting the best deals
compared to non-members. Also, now instead of
saving at the register you have to save rewards in
order to take advantage of it another day.”
29-year-old female, Valencia, Ca
“The employee was beyond knowledgeable (about
the rewards program), which was very helpful, but
also a little time consuming to listen to all the
details. I think my attitude is positive.”
31-year-old female, Union, NJ
“I like that with the annual fee I would get free
shipping, a customized pro box based on my
purchases 3 times a year, and I get to choose my
sale days! I love that!”
My GNC Rewards, cont.

8. 8
GNC CUSTOMER TESTIMONIALS
35-year-old male, Norfolk, VA
“I think once I start to use it then I might see the
benefit of the program, but having been a gold card
member and seeing the significant cost savings
right away I was more drawn to being a member
even with the yearly cost. I am familiar with many
points programs so I am not totally against it…and I
did notice that prices on a lot of products were
brought down even with the removal of the
member - nonmember pricing, I have yet to truly
see the benefits like you did with the instant
savings. I am hopeful though and I am excited about
this birthday gift as one of the benefits!”
42-year-old female, Stanhope, NJ
“Looking forward to great savings without a yearly
fee. I will spend more.”
My GNC Rewards, cont.
41-year-old female, Temple, TX
“I am happy that it's free now with the option to
upgrade to premium. I like that I can choose to get
$5 cash back automatically or bank my points. I
actually chose to bank my points so that I don't
forget to get them by checking email.”
45-year-old female, Greenwood, IN
I'm not sure how I feel about it yet. I paid $20 for a
two-year membership last year, and while I got my
money back in extra savings, I'm not sure how this is
going to work. We'll see.

9. 69%
18%
12%
2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
5 - Excellent 4 - Above
average
3 - Average 2 - Below
average
9
In general, how would you rate the “single price” pricing system?
0% responded “1 - Poor”
One Price

10. 10
Compared to the previous pricing system, what is your attitude toward
the new “single price” pricing system?
The one agent who responded "a little worse": “I think I can speak for a lot of people when you want a better
deal immediately instead of having to collect rewards to match what we were paying the whole time.”
One Price

11. 58%
21%
11% 11%
0%
10%
20%
30%
40%
50%
60%
70%
5 - Excellent 4 - Above
average
3 - Average 2 - Below
average
11
Did an employee at any point use a TABLET COMPUTER
to serve you?
Tablets
What did the employee use the TABLET COMPUTER for?
TO ENROLL YOU IN THE MY GNC REWARDS PROGRAM 82%
27%
27%
18%
9%
0%
0%
TO ANSWER ONE OR MORE OF YOUR QUESTIONS
TO PROCESS YOUR PURCHASE
TO EXAMINE YOUR PURCHASE/CUSTOMER HISTORY
TO RECOMMEND PRODUCTS TO YOU
TO LOOK UP PRODUCT INFORMATION (INCLUDING AVAILABILITY INFO)
TO COLLECT INFORMATION FROM YOU (OTHER THAN MY GNC REWARDS PROGRAM)
In general, how would you rate employee
proficiency on the tablet computer?
79%
No Yes
21%
Note: Among those who were helped by an employee using a tablet (n = 19)
0% responded “1 - Poor”

12. 96%
76%
46%
44%
40%
26%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
My GNC Rewards Product
Information
Purchasing
Products
Locating GNC
Stores
Obtaining
Recommendations
Communicating
With GNC
12
How likely are you to use the new
GNC mobile app in the future?
New App
27%
56%
13%
4%
0%
10%
20%
30%
40%
50%
60%
Completely
likely
Very likely Moderately
likely
Not very likely
What are you likely to use the new GNC mobile app for?
Among those who are at least moderately likely to use the app (n = 50)
0% responded "not at all likely"

13. 13
New App - Screenshot of favorite feature
On a 5-star scale, how would you rate the new GNC mobile app?
4 of 5 stars

14. 14
In general, how would you rate the in-store signage?
One New GNC - Overall
In general, how would you rate the GNC store overall?
49%
29%
22%
0%
10%
20%
30%
40%
50%
60%
5 - Excellent 4 - Above average 3 - Average
59%
31%
10%
0%
10%
20%
30%
40%
50%
60%
70%
5 - Excellent 4 - Above average 3 - Average
0% responded “1 - Poor” or “2 - Below Average”
0% responded “1 - Poor” or “2 - Below Average”

15. 15
Compared to the former GNC, how much more or less likely
are you to shop at the "new" GNC?
One New GNC - Overall, cont.
Agent TESTIMONIAL
25-year-old female, Opelika, AL
“I LOVE the new single price products and feel that
they are more welcoming to all customers and not
discriminating against those customers that were
not gold members. I can earn rewards at my own
pace, and the double point items are exciting. The
employees are typically very well informed about
products; this paired with excitement about the
new program created a wonderful atmosphere in
the store. It feels like a different store.”
35%
33%
8%
25%
0%
5%
10%
15%
20%
25%
30%
35%
40%
Much more
likely
More likely A little more
likely
Neutral -
Neither more
nor less likely
0% responded less likely

16. 16
Demos
54%
46%
Female Male
8%
33%
42%
12%
6%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
18-24 25-34 35-44 45-54 55+
How often do you make purchases at GNC?
2%
15%
77%
6%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
at least once a
week
at least once
every two weeks
at least once a
month
at least once a
year
SAMPLE SIZE = 52 QUICKSHOpPERS
Count of Gender Count of Age Range

17. 96%
4%
Yes No
60%
40%
Yes No
17
Demos, cont.
Are you a GNC Gold Card member?
What do you purchase from GNC? Where do you make GNC purchases?
87% 83%
31% 27%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Vitamins Dietary
Supplements
Minerals Other
98%
23%
2%
0%
20%
40%
60%
80%
100%
120%
In-Store GNC.com GNC Mobile App
Have you made or will you make a
resolution/commitment to improve
your PHYSICAL HEALTH in 2017?
SAMPLE SIZE = 52 QUICKSHOpPERS

18. 18
Locations - 52 GNC Stores