At our store, comments are rarely seen, perhaps a few are printed out once a week, covering the previous one to two days worth of comments. In general, the employees who are "recognized" (i.e. personal mentions) are not told about their mention. The general manager here seems very nonchalant about the whole matter.
Is this the "new normal"? This seems like a case of intentional censorship from Kroger (at the local General Manager level, anyway) Not censorship in the sense of deleting instances of vulgarity or bad language, but just a case of them not wanting everyone to see the comments, good bad or indifferent, when all employees should be allowed to as a matter of course.
The manager we had before didn't give a **** about the comments except for a couple times Corporate told him to "boost morale". Our new manager, though, (on them on a daily basis) sends out all the "highly satisfied" comments that have employees' names. He also tries to do fun stuff for us. I guess it all depends on what extent the manager is willing to go to make their employees feel like they aren't just bodies to push around all day even though that's essentially what it's become.
Haven't seen any comments myself. Although I know some of the customers have told me directly that they appreciated my help and that I'm doing a great job. Which I appreciate it. As the communication and co-workers at times can make you feel like a major dunce all the time over such smalls ****.
I suspect there is something going on. A customer told me (and I trust this customer for reasons), that he put in our names in the survey. We never saw that one comment listed in the survey, although the comments were printed. This is not a first time this happened. Are they not printing all the comments? Are they being filtered somehow before they get to the store level for a print out? Any way, I don't have much confidence in the whole system.
We should be evaluated by our work that our managers see. If our department is clean, fully stocked, fresh,... what does it matter if one customer out of hundreds makes a bad comment, because of some BS reason that could be beyond our control. Some people walk in already pissed, just looking for a reason to snap or pick a fight. THOSE are the people our livelihoods are suppose to depend on?
It's a common knowledge, that a pissed of person is much more likely to fill out the survey, because he is out to get someone. That's the one that will show up on a survey. A person who is a daily shopper, obviously happy with the store since we see them there daily with a full shopping cart, they know us by name, or even if not, but we are nice and help them find what they are looking for, those will not fill the survey. Because a normal experience is normal. They don't need to bring something to attention to the corporate and demand a change. They like it the way it is. So why would they fill a survey?
The company should discontinue the surveys and go by the sales numbers. Our sales are great, our shoppers are happy, but obviously we suck, because we don't have enough "highly satisfied" comments. BS.
I suspect there is something going on. A customer told me (and I trust this customer for reasons), that he put in our names in the survey. We never saw that one comment listed in the survey, although the comments were printed. This is not a first time this happened. Are they not printing all the comments? Are they being filtered somehow before they get to the store level for a print out? Any way, I don't have much confidence in the whole system.
We should be evaluated by our work that our managers see. If our department is clean, fully stocked, fresh,... what does it matter if one customer out of hundreds makes a bad comment, because of some BS reason that could be beyond our control. Some people walk in already pissed, just looking for a reason to snap or pick a fight. THOSE are the people our livelihoods are suppose to depend on?
It's a common knowledge, that a pissed of person is much more likely to fill out the survey, because he is out to get someone. That's the one that will show up on a survey. A person who is a daily shopper, obviously happy with the store since we see them there daily with a full shopping cart, they know us by name, or even if not, but we are nice and help them find what they are looking for, those will not fill the survey. Because a normal experience is normal. They don't need to bring something to attention to the corporate and demand a change. They like it the way it is. So why would they fill a survey?
The company should discontinue the surveys and go by the sales numbers. Our sales are great, our shoppers are happy, but obviously we suck, because we don't have enough "highly satisfied" comments. BS.
I agree with your reply.
The last 3 paragraphs in your reply... I wish Corporate would realize this.
The 2nd paragraph and the last paragraph in your reply.. I wish Corporate would follow this.
-- Edited by yankeedog on Friday 27th of October 2017 09:34:14 AM
-- Edited by yankeedog on Friday 27th of October 2017 09:35:41 AM
