We were pretty low but somehow we managed to get into the 70% range. We are supposed to shoot for 5 responses per day, but we often only get 1 or 2. Everyone is supposed to be asking customers to do the surveys because there are sections for every dept.
I feel somewhat the same about it. We have a lot of scores below 5 because of our fuel center. When we were remodeled 3-4 years ago, they put in a fuel center. They had to put it in a weird spot up close to the store and put a traffic light in front of our store and redid the layout of our entire half of the lot. Consequently, they did a fine, though unpopular, job laying out the new lot. Customers blame us for it even though it was laid out the way the city said it had to be.
At my store they stick survey invitations on products on the shelf in every department except frozen and the deli. They tried frozen but the tape just woudln't stick.
Do you guys get a lot of comments where the customers seem really polite - oh everything was great, the service was fantastic - then they still give a 4 instead of a 5.
Do you guys get a lot of comments where the customers seem really polite - oh everything was great, the service was fantastic - then they still give a 4 instead of a 5.
I see that a lot.
Oh heck yeah. That's probably the most annoying thing. Had one guy say something like "I never give 5 out of 5 because then that would mean everybody is perfect." and another spent a good 1/4 of the sheet going on a religious ramble and praising Jesus and so on.
When all this OSAT stuff started up, our manager really pushed employees to hand out the little info sheets to every customer we could. It worked...too well...we started gettiin all kinds of negative comments and 4s, 3s and 2s for scores. Then the manager told employees to do a survey every day and rate the store a 5...just make up positive comments to boost the score. It didn't take long for the employees to work that scheme....if the survey gave the store an overall score of 5 and if an employee was named in the survey for being polite, or helpful, or whatever, that employee would get a $5 kroger gift card as a reward. So, Mary would give Susie a 5 score....Susie would give Mary a 5 score....Bob gave Jim a 5 score, etc., etc., etc. It was common to hear talk in the break room like "hey, I'll give you a 5 score if you'll give me one too". So, like most of the things Kroger comes up with, OSAT is pretty much meaningless. Hey, here's an idea....all stores should compete to see which can get the lowest OSAT. What do you think corporate would do....fire evey manager & co-manager in the division and district?? I don't think so!
Do you guys get a lot of comments where the customers seem really polite - oh everything was great, the service was fantastic - then they still give a 4 instead of a 5.
I see that a lot.
We had one during the holidays. They "LOVED" our gift card selection and gave us a 4.
When all this OSAT stuff started up, our manager really pushed employees to hand out the little info sheets to every customer we could. It worked...too well...we started gettiin all kinds of negative comments and 4s, 3s and 2s for scores. Then the manager told employees to do a survey every day and rate the store a 5...just make up positive comments to boost the score. It didn't take long for the employees to work that scheme....if the survey gave the store an overall score of 5 and if an employee was named in the survey for being polite, or helpful, or whatever, that employee would get a $5 kroger gift card as a reward. So, Mary would give Susie a 5 score....Susie would give Mary a 5 score....Bob gave Jim a 5 score, etc., etc., etc. It was common to hear talk in the break room like "hey, I'll give you a 5 score if you'll give me one too". So, like most of the things Kroger comes up with, OSAT is pretty much meaningless. Hey, here's an idea....all stores should compete to see which can get the lowest OSAT. What do you think corporate would do....fire evey manager & co-manager in the division and district?? I don't think so!
Well, not that it really means anything, but employees are specifically not supposed to fill out the surveys. Ever.
Huh, at our store, we have the surveys, but we've never asked customers to fill them out. There's frequent annoucnements on the PA system telling customers to fill them out (for a chance at a gift card), but we've never been pushed to make customers do it. Then again, our management is sane. We get maybe 3-4 surveys a week?
We have manager who was obsessed with this OSAT thing. He would get on the intercom and tell the customers that we hope you leave here HIGHLY SATISFIED and bla bla bla kissing there ass. Was going too give employees gifts for doing a good job and later Lied about it.I guess corporate wanted that score raised. But I really did not care if the customer leaves happy or sad. I was not going too kiss a rude customers ass for 7.25 an hour. Plus our management does not recognize employees for going the extra mile. They just want us too do more in a short amount of time for very little money.
In our store, we are constantly pressured about OSAT. I think it's our district manager who leans on all her stores and pressures them to get the score up by any means possible. It's like OSAT has become the ultimate measure of how a store is doing. We get lots of complaints about gas prices, the store is too CROWDED (with other customers, not merchandise), you name it, we get it. We also get lots of positive comments as well, but aren't recognised unless the customer mentions our name. They can say how great the floral department is, but unless they write our name, forget it. Our manager gives out cash and keys to those who gets great comments (those with lots of FRIENDS). Our self checkout guy just got his 12th key for a good comment on OSAT. He knows everyone in town. We work our %$#@ off in floral (Valentine's) and get nothing, because nobody said our name on a survey. The system is very flawed. If people are not "highly satisfied" we get nothing but threats to get that score up. I think customer feedback can be a very useful tool, but it isn't everything. I was looked at funny in a meeting because I said that I didn't give out a survey invite unless I thought that customer knew how to fill it out. Some give glowing praises, only to rate us a 1 or 2 because they think that is the highest. How long 'till this program falls by the wayside?
