OK, this is addressed to the most knowledgeable employees at Kroger. Please explain OSAT clearly.
I am under the understanding that OSAT score (Overall Satisfaction rating) is actually referring to the PERCENTAGE of customers who chose "HIGHLY SATISFIED" as their answer for the question on the survey (I am paraphrasing) as "On this trip to the store, how would you grade your overall Kroger experience?" (I forget the exact sentence).
There are 5 choices (you check just one) : "Highly Satisfied", "Satisfied'", "Neither Satisfied nor dissatisfied", "Dissatisfied", and "Highly Dissatisfied". Five choices.
So is it true that(theoretically) if EVERY SINGLE customer that filled out the survey in a 24-hour period ALL checked the "SATISFIED" choice, the OSAT would be a big FAT 0 (ZERO)?????
I find a lot of survey comments include that they checked "SATISFIED" which sounds perfectly fine with me. It is just plain common sense. Many people (who are not dizzy dingbats, and are not easily impressed by superficial dumb stuff) don't feel they need to choose "HIGHLY SATISFIED" , simply because it sounds pretentious, insincere, phony. They are satisfied with their service and their groceries, but, after all, it's just a grocery store!! yeah, it was adequate, but it was not extremely mind-boggingly stunning!
It's not like they are being asked their opinion on a great play on Broadway, or a concert by their favorite singer, or looking at famous rare paintings by European masterpieces displayed at the Louvre in Paris, or eating an expensive meal at a 5-star restaurant. It's just grocery shopping, for heaven's sake!!
If I understand the OSAT score correctly, Kroger has this skewed SO strongly toward the negative side..............if 100% of the customers picked "Satisfied", that meant "0 %" picked "Highly Satisfied"......... which would give an absolutely false impression of how the customers really felt about their shopping experience.
Am I misunderstanding something???? Help!! Thanks!!
nope, you pretty much have it described perfectly, except that the osat store is based on 30 days worth of responses. but yes, if theoretically every single person for a month were just regular ol' satisfied, then the osat score would be 0%.
Maybe it's just the stores i've worked in, but to me it seems like the scores are always lower than they used to be. maybe the store i started in just had a higher than average score though.
Many people (who are not dizzy dingbats, and are not easily impressed by superficial dumb stuff) don't feel they need to choose "HIGHLY SATISFIED" , simply because it sounds pretentious, insincere, phony.
Krogrr management is easily impressed by superficial, dumb stuff.
Let me sum this up.....OSAT is Store Specific which cant not be used to judges stores against each other. Does every store have the same associates and same customer expectations? NOPE!
I think some other questions should be asked in the survey...
1) Did you feel the store was properly staffed?
2) Did you encounter an associates while shopping?
3) Where you able to sample an item?
4) Did an associate help you?
