Customer Survey: 4 vs. 5

Date: Sep 20, 2014

Customer Survey: 4 vs. 5

VWguy90 · Veteran Member

Most of them wouldn't care even if they knew how it works. I can't stand some of the comments we get...

"It's impossible for me to be highly satisfied, so I was just satisfied."

UGH!!!

Date: Sep 20, 2014

Once saw an honest comment on our customer review board:

"It's just a grocery store. There was no need to make me fill out 100 questions to tell you that I had an OK shopping experience."

mega-kitteh · Guru

At our store it goes like this:

5= perfection at its best
4= fail
3= fail
3= fail
1= you don't wanna know
0= pray for your soul

So basically we fail EVEN if we don't get a lot if surveys. We are EXPECTED to get a certain amount of customer surveys per week/month. NO EXCEPTIONS.

So basically they want us to "pressure" customers into giving us NO LESS than a 5.

krogerman77 · Guru

My favorite was the person who said they were highly satisfied because they like eggs

Date: Sep 20, 2014

I heard one of our co-managers say, damn these customers saying they are satisfied. Great all of our customers are satisfied good grief.

Date: Sep 20, 2014

When Kroger re-introduced mystery shoppers in these past months, it was a sign that the OSAT surveys are useless. They have to pay someone HUNDREDS of dollars (that could have gone to giving us more hours, hiring more people, updating equipment, etc.) to check to make sure that someone who is probably not going to be here more than three months is acknowledging, assisting, and appreciating every damned customer. So yea, if OSAT surveys were as useful as executives thought they would be, we wouldn't have to hire all these freeloading mystery shoppers that for some reason can't do a job that is productive to society.

nightperson · Guru

Anonymous wrote:
When Kroger re-introduced mystery shoppers in these past months, it was a sign that the OSAT surveys are useless. They have to pay someone HUNDREDS of dollars (that could have gone to giving us more hours, hiring more people, updating equipment, etc.) to check to make sure that someone who is probably not going to be here more than three months is acknowledging, assisting, and appreciating every damned customer. So yea, if OSAT surveys were as useful as executives thought they would be, we wouldn't have to hire all these freeloading mystery shoppers that for some reason can't do a job that is productive to society.

Would you expect anything less from Kroger?

Lord_Uboat · Guru

So basically Kroger is an Asian parent. A 4 may as well be a 1, so why bother?