So, the Kroger I work at has apparently always struggled with 'meh' OSAT. To counter this, they replaced the lead manager with someone else, OSAT kept dropping, then in a huddle early this week, the new manager mentioned an 'ultimatum' from the district manager to get OSAT up ten points within a week. What happens if the ultimatum isn't met wasn't mentioned, but this store in no way can raise the OSAT that fast. My question is, is it possible store closure would be the consequence? Or something more along the lines of sacking all the managers or sending corporate to monitor the store like hawks?
First they need to find out why the scores are so low. Obviously replacing the lead manager wasn't the solution. How courteous are the checkers and baggers and other employees? If I'm in your line, your attention should be focused on me and not your friend over at the next checklane. If I walk up to a service counter, I shouldn't have to wait five minutes for you to finish sending a text message. On the other hand, if your store is being courteous and attentive then maybe your shoppers are just bitchy and give low scores out of spite.
They'll just replace the store manager. It just happened here. Demoted a store manager to co-manager of another store. Why do YOU think OSAT scores are so low? Bad neighborhood? Bad management? Poor customer service? Out of stocks?
As long as the store is profitable, it's unlikely the store will be shut down by corporate. Now, if the OSAT score is so low that it's negatively impacting the bottom line and the store is profiting less and less because of it, that's when it's probably time to worry. As long as sales dropping off substantially isn't the case, I'd say the management team and department heads have the most to worry about rather than the average clerk.
What could happen is corporate may send a bunch of coordinators and district managers out to your store and basically set up shop there for some time to work on fixing what's causing the poor OSAT scores. If that happens, be prepared for some serious work as these coordinators/managers will be pushing everyone hard day in and day out until the problems are fixed.
I'm sure the current management team is already aware of why the scores are so low... between the receipt tracker, hearing complaints from customers firsthand, and possibly customers complaining to corporate, your management team must have some idea why the OSAT scores are so bad. It sounds like you had and currently have some pretty incompetent/lazy managers.
They'll just replace the store manager. It just happened here. Demoted a store manager to co-manager of another store. Why do YOU think OSAT scores are so low? Bad neighborhood? Bad management? Poor customer service? Out of stocks?
Oh, I can think of many reasons. Half the employees don't care, the store was built when the area was a small country road and not a massive suburb, inept managers, you name it.
our sales are up but OSAT bottom of the barrel. we don't get many responses and even when we were getting more it wasn't that good. our customers are spoiled. we can have coordinators stocking and culling produce produce and somebody will say produce is the worst ever.
They are taking OSAT TOO FAR. Way TOO FAR, yes I know service is priority (second to safety) but shoving survey request down our and customers throats will NOT work. If a customer WANTS to do a survey then they'll do one
It just happened here. Demoted a store manager to co-manager of another store. Why do YOU think OSAT scores are so low? Bad neighborhood? Bad management? Poor customer service? Out of stocks?
Totally agree. S.M. at another store in my town is fighting for his job right now after a just horrendous yearly inventory. The shrink was EPIC, unheard of.......but he is dealing with factors completely out of any one's control. That store is in a complete ghetto. Theft is so high and good employees so few it's amazing they turn a profit at all. Corp. really just needs to wash their hands of it.
If this S.M. goes, he'll be the third in five years.
