how much is your store/division pushing those receipt surveys?

Date: Feb 23, 2015

how much is your store/division pushing those receipt surveys?

Date: Feb 23, 2015

Is he gay, sounds like it to me.
I think every store has someone like that.
Why are there always prizes like that for the front end?
They never reward people for stocking more than 60 cases an hour.

FrontEndSlave · Guru

See, that's what I love about the OSAT results. I don't purposely go out of my way to make our store look bad and I do what I can to make the customer happy.
But if or when my name comes up in OSAT (in a positive manner......) and I end up getting 200 or so "fuel points," well, since I don't have a working vehicle at the moment, fuel points do me no good. So there's way I can be motivated with fuel points. Kroger doesn't pay me enough for me to save up for repairs or to be able to have enough to put down on a lease or purchase of a decent used vehicle. Therefore, fuel points can't affect me.

However, I wouldn't mind a 'thank you' from management once in awhile.

4hourrush · Guru

Ok so right now we have that big board keeping track of who gets the most mentions in the customer survey.

The problem I have with it, is that obviously it's VERY skewed towards the front end. No one EVER cares enough about the bakery to mention us by name. We have like one person who leaves us comments ever. One front end employee got like 3 mentions in one day. The odds are so stacked against us.

GenesisOne · Guru

During huddles (... if we even have a huddle, who has the time anymore for that?), the ASP or a co-manager will mention where we are on OSAT and how all we need is a point a day to get us where we're supposed to be (big surprise, the Kroger company as a whole missed the whole "80% by 2015" in a BIG way) and it's all about, "Hello," blah, blah, blah. Kroger doesn't seem to get it or care that when stores are (under)staffed with disinterested/dissatisfied/stressed employees due to corporate and management policies, customers are NOT going to get the kind of treatment corporate portrays in CBTs and KTV specials. Fail to staff the stores properly (and appreciate/compensate the staff adequately), and the result is too many out of stocks, not the freshest product around, long lines, unclean stores and that all negatively impacts the receipt tracker. Corporate though is too blinded by greed to see this.

Who has time either to "push" the survey at check out either when the front end doesn't have enough checkers and supervisors/management are both pushing for fast check out to avoid dips? Kroger is pushing SO many conflicting messages and directives that it's impossible for the employees in any one store to all be on the same page and fulfill their "obligations".

We all know the receipt surveys are totally useless anyway. I'm sick and tired of management saying "tell the customer the store manager reads their feedback everyday and that things DO change based on customer feedback!" Uh, NO. Things do NOT change. It's complete BS. It's just another way Kroger tries to kiss up to the customers and make them feel like royalty. Kroger ALREADY attracts some of the most self-entitled, self-important snobs I've ever had the displeasure of meeting and I'm sure I'll meet more of too down the line thanks to Kroger leading some customers to believe that they truly special and deserving of only the best. Unless it's a truly scathing comment, Kroger does NOT care about the surveys... period.

4x4 · Veteran Member

About a month ago, our manager had the cashiers circle the survey. If they didn't, the customer would get a free 2 liter of Dr. k. It didn't last very long because of the way the way the registers are set up, the customer would grab the receipts before the cashier could circle them, and then they would get mad that the cashier would need to to see it.

I hate the whole survey thing. I know for a fact that several positive comments where about me, but they didn't have my name, so i didn't get any credit for it. We have a cashier that asks if customers if they could mention his name in the survey and he ends up getting mention around 10 times a week.

Date: Feb 24, 2015

4x4 wrote:
About a month ago, our manager had the cashiers circle the survey. If they didn't, the customer would get a free 2 liter of Dr. k. It didn't last very long because of the way the way the registers are set up, the customer would grab the receipts before the cashier could circle them, and then they would get mad that the cashier would need to to see it.

I hate the whole survey thing. I know for a fact that several positive comments where about me, but they didn't have my name, so i didn't get any credit for it. We have a cashier that asks if customers if they could mention his name in the survey and he ends up getting mention around 10 times a week.

wow that's insane! Yeah it's great that the cashier's name is printed right there...and often circled. Where are the other dept. people's names? On our nametag so that the customer can forget it by the time they've shopped and checked out and been thanked on the way out only to remember the cashier's name. Bogus

Date: Feb 24, 2015

Anonymous wrote:
Is he gay, sounds like it to me.
I think every store has someone like that.
Why are there always prizes like that for the front end?
They never reward people for stocking more than 60 cases an hour.

quite possibly gay, yes. I guess for grocery they figure we'd lie about our cases to get the reward which at my store is a $2 soda card (good for anything). I swear I could show the customer an item, go to the back to retrieve an item, help them with a heavy item, run up front and unload their cart, bag their ****, thank them all while caressing their dick and still no damn mention.

Date: Feb 24, 2015

4x4 wrote:
About a month ago, our manager had the cashiers circle the survey. If they didn't, the customer would get a free 2 liter of Dr. k.

Yuck! Whether you call it Dr. K or Dr Pepper or Mr. Pibb, it's nasty. It's like drinking carbonated prune juice.

FrontEndSlave · Guru

4x4 wrote:
About a month ago, our manager had the cashiers circle the survey. If they didn't, the customer would get a free 2 liter of Dr. k. It didn't last very long because of the way the way the registers are set up, the customer would grab the receipts before the cashier could circle them, and then they would get mad that the cashier would need to to see it.

I hate the whole survey thing. I know for a fact that several positive comments where about me, but they didn't have my name, so i didn't get any credit for it. We have a cashier that asks if customers if they could mention his name in the survey and he ends up getting mention around 10 times a week.

It was nearly two weeks ago when one of the co-managers mentioned to me that I had been positively mentioned in the OSAT results.
Surprise, surprise, when my FEM posted the more recent, my name was not in them.
Either she purposely withheld them or she didn't want me to know or they weren't positive enough for post.
Regardless, I have no idea who said what, just that he told me it was positive (this time *heh*)

4hourrush · Guru

4x4 wrote:
About a month ago, our manager had the cashiers circle the survey. If they didn't, the customer would get a free 2 liter of Dr. k. It didn't last very long because of the way the way the registers are set up, the customer would grab the receipts before the cashier could circle them, and then they would get mad that the cashier would need to to see it.

I hate the whole survey thing. I know for a fact that several positive comments where about me, but they didn't have my name, so i didn't get any credit for it. We have a cashier that asks if customers if they could mention his name in the survey and he ends up getting mention around 10 times a week.

I saw one today that was about me but didn't mention my name. It was about a cookie order that I had ready for her to pick up. I was the one who she talked to on the phone as well as in person when she came to pick it up. But because she didn't put my name on the survey, I won't get anything for it. No one ever thinks to put our names. Only front end people ever get mentioned by name.

thestruggleisreal · Guru

4hourrush wrote:
Ok so right now we have that big board keeping track of who gets the most mentions in the customer survey.

The problem I have with it, is that obviously it's VERY skewed towards the front end. No one EVER cares enough about the bakery to mention us by name. We have like one person who leaves us comments ever. One front end employee got like 3 mentions in one day. The odds are so stacked against us.

I agree. The customer can have a cake made and written on by someone from bakery, 10 weekenders made up by someone from deli (all with a card saying their name), and guess what name they're gonna put down? The cashier (and/or bagger).

I'm only 2 away from my first reward, but it's rough because for every 1 I get, someone from front end gets 5. And yes, I believe they may have forgotten a couple of mine on that board.

kroagrr · Guru

Kroger doesn't seem to get it . . . Fail to staff the stores properly (and appreciate/compensate the staff adequately), and the result is too many out of stocks, not the freshest product around, long lines, unclean stores and that all negatively impacts the receipt tracker. Corporate . . . is too blinded by greed to see this.

This, indeed.

Date: Feb 27, 2015

Yeah we love to say hi to people that are already pissed off about OOS, remodels, etc.

prosna · Newbie

I don't purposely go out of my way to make our store look bad and I do what I can to make the customer happy. But if or when my name comes up in OSAT (in a positive manner......) and I end up getting 200 or so "fuel points," well, since I don't have a working vehicle at the moment, Kroger fuel points do me no good. So there's way I can be motivated with fuel points. Kroger doesn't pay me enough for me to save up for repairs or to be able to have enough to put down on a lease or purchase of a decent used vehicle. Therefore, fuel points can't affect me.