I work at Ralphs. We have a great manager and store, but apparently a couple of people that work here blame the manager for not getting enough hours or by getting poor shifts. I heard two cashiers and a bagger conspiring about sending in "dissatisfied" comments that are bogus, just to get the manager in trouble. I actually heard a cashier telling one of her favorite customers to send in a "dissatisfied" comment to get the manager in trouble. I noticed the bagger getting receipts off the ground. I confronted the bagger about this and he said he was pissed off and this was a way of getting back. Im a friend of his and he knew I wouldn't turn him in. He says he resets his computer router so it shows a different IP address as not to be traced. This isn't right for the store and the manager. This shows how phony OSAT can be. I told the cashier that I observed that it wasn't cool what she did by telling her customer to send in bad comments. Im also her friend, so she wont think I would turn her in. She also said that when she worked in Malibu, that store had a few people that sent in phony "highly satisfied" to get good reviews. So apparently OSAT is a joke.
Upper management needs to know. I don't want to get involved, but how can these comments be sent to Ralphs upper management?
Same here. Works at Smiths. We have been doing this for a few years because we get $5 gift card for each time our name is mentioned on a good review. Not only do my favorite customers do it for us, but we also use receipts we find. And yes, changing IP address is necessary. The company sure wastes a lot effort on this. But OP.. I guess its a good way to get back at someone too!
Whoa! Getting someone in your store in trouble via OSAT is major BS. It affects the whole store, not just that one person. Faker's asses will be in trouble same way as the person they are hating on.
Isn't it stupid enough that we are being measured based on our finicky customer's comments? Who don't even know what a difference it makes when they say satisfied instead of highly satisfied? They could be happy with everything, but they don't write Highly satisfied, because guess what, it's just a trip to a grocery store, not a trip to Spain with stay in some extraordinary luxury hotel. And being "only" satisfied don't matter to kroger. So maybe instead of plotting and enticing customers to write "not satisfied", they should educate them and BE NICE. Being a scheming biatch for sure doesn't leave good impression on a customer.
I don't think our customers are "all there" when they do the surveys. Half the time the comment will just say an item: "watermelon" oooook. Other times they'll do negative review just because they aren't happy that the store wasn't faced/conditioned, well lady if you knew the hours situation, you would know that half the time, the conditioner has to stock shelves because the truck was late.
