Just curious. I started with Kroger (Smith's) a few months ago. I am now the Seafood "Manager" and when we do the huddles in the morning they talk about the 100-150 or so comments we get, per day, and how that is way more than most stores see.
So how many comments are some of your stores seeing on average? How much does it affect your overall OSAT scores?
-- Edited by Poolsclosed on Thursday 12th of March 2015 06:48:58 PM
We might get 100 per month. Most times there is a category or two that has no percentage due to less than 20 surveys. We're running low 50s for overall. Most comments are complaints. Dogs in the store! Bathroom stinks! Lines at the deli! I figure most people aren't going to take the time to fill out a survey when they're happy.
The "lines at the deli" complaint always has me scratching my head. What do you want us to do about it? Tell the other customers to go away so you'll be the only one at the counter? No matter how many people you have working in the deli, there's always going to be 1) customers who order a million things (and want them all chipped) 2) a limited amount of slicers 3) the fact we're only allowed to open one of each meat, which means sometimes we have to wait for other people to get done using it.
If you don't want to deal with lines in the deli, come in on a Tuesday, Wednesday or Thursday. Don't whine when you come in on Friday/Saturday/Sunday and it's slammed.
The "lines at the deli" complaint always has me scratching my head. What do you want us to do about it? Tell the other customers to go away so you'll be the only one at the counter? No matter how many people you have working in the deli, there's always going to be 1) customers who order a million things (and want them all chipped) 2) a limited amount of slicers 3) the fact we're only allowed to open one of each meat, which means sometimes we have to wait for other people to get done using it.
If you don't want to deal with lines in the deli, come in on a Tuesday, Wednesday or Thursday. Don't whine when you come in on Friday/Saturday/Sunday and it's slammed.
Or use the Deli ordering kiosk. Unless you want to have something super specific or you're literally not purchasing anything else in the store... just use the darn kiosk and go accomplish something while the deli works through its backlog of customers.
I'm not sure how many comments my store gets a day, but when I look at the sheet with the comments, there usually only seems to be maybe around twenty new comments a day, sometimes less. We keep dropping. We were at 70%-72% back in late January, but now, we've slipped down to a 64%. New company goal is 90% by the end of this year. Yeah, right. That's a frigging fantasy right there. We couldn't even meet last year's goal of 80%... so what do they do? Raise it some more! That makes so much sense... in the world the empty suits live in!
The OSAT score is obtainable... but first you gotta invest in your people and raise the standards along with the wages. Better staff your stores. This is all something corporate does not get and because corporate is too stinking greedy, the OSAT goal will NEVER be obtainable.
I'm not sure which part of this is more unbelievable. 100-150 comments per day or only been here a couple months and now a seafood manager?
Yeah the other folks are potheads or failures. So when the other Manager left It was 2 of us who applied. I have years of experience in the Army as an NCO, so convincing them I could manage 2 people was easy, and really, considering I am just like an assistant to the Meat manager the job is super easy to get.
Our OSAT is actually one of the top in Kroger IIRC. We are something like in the top 100 range in all of Kroger and something like rank 3 or so in all of Smith's. It's a retirement town so it's all these old folks with nothing better to do but comment on everything our store does. Luckily we seem to do well enough.
-- Edited by Poolsclosed on Friday 13th of March 2015 04:34:11 PM
We get 15 comments sometimes... (15 is actually a lot!) Being a small store really helps with OSAT. We are the only ones in the district that have hit 90% in a while.
Not sure. Managers won't post anything but they bltch about OSAT if it's anything under 80%.
That's odd. We get copies of our weekly scores, and they like us to go over it with our employees, touching on major + or -
I will have to take a look at it tomorrow but IIRC our overall store score is 87ish. It was 91% for a bit. I don't focus too much on the overall score. I know in friendly we are above 85% in all departments. Freshness and in stock items always seem to float around 60-65%.
Our management team are always walking around making sure folks are motivated and reminding everyone to "stay alert and acknowledge!". They seem like a nice bunch and everyone appears to get a long well enough. Reading all these horror stories it seems like I got lucky with this particular store....or I just haven't worked here long enough to realize everyone hates each other and it's all a big farce.
The "lines at the deli" complaint always has me scratching my head. What do you want us to do about it? Tell the other customers to go away so you'll be the only one at the counter? No matter how many people you have working in the deli, there's always going to be 1) customers who order a million things (and want them all chipped) 2) a limited amount of slicers 3) the fact we're only allowed to open one of each meat, which means sometimes we have to wait for other people to get done using it.
If you don't want to deal with lines in the deli, come in on a Tuesday, Wednesday or Thursday. Don't whine when you come in on Friday/Saturday/Sunday and it's slammed.
It's a rarity to get slammed on a Friday here. Sundays and Mondays are HORRIBLE. We had someone make a comment saying that they won't stand in line at the deli. Well, your majesty, you want us to wipe your ass too?
