- Joined
- Jan 8, 2021
- Messages
- 601
Was browsing this one, couple good tips in here.
From that thread:
Circle or highlight the survey thingy at the bottom of receipt (suggested from old thread)
When a guest compliments a TM, direct them to the survey (also from old thread)
We're getting smashed over 'finding products' and I assume most other stores are too. The only things I can think to do about that are to make sure cashiers are asking about product availability and having me or GS check for the guest. Our ETL needs to make it a "culture" thing on the floor, that TMs are helpful instead of ignoring guests, but that's a constant battle.
I also like to intercept guest complaints by catching them in line or at the registers, hoping that I can smooth it over and they don't hammer us on the survey. From doing this, I recognize a lot of the survey complaints so I know at least some of these people are hammering us anyway, even after I've done a lot for them. Just lol.
We're also super busy moment to moment and it's getting harder to watch the lanes properly. I might be failing here, but damn there's a lot to do.
Who has great NPS scores right now? What do you do that you feel is helping your numbers?
Archived - Boosting NPS
Our gstl who is amazing is getting unfairly thrown under the bus for our low NPS score recently. Does anyone have any suggestions on what you do or did to boost your scores. We have stressed to people on the floor that it starts with their interaction there.
www.thebreakroom.org
From that thread:
Circle or highlight the survey thingy at the bottom of receipt (suggested from old thread)
When a guest compliments a TM, direct them to the survey (also from old thread)
We're getting smashed over 'finding products' and I assume most other stores are too. The only things I can think to do about that are to make sure cashiers are asking about product availability and having me or GS check for the guest. Our ETL needs to make it a "culture" thing on the floor, that TMs are helpful instead of ignoring guests, but that's a constant battle.
I also like to intercept guest complaints by catching them in line or at the registers, hoping that I can smooth it over and they don't hammer us on the survey. From doing this, I recognize a lot of the survey complaints so I know at least some of these people are hammering us anyway, even after I've done a lot for them. Just lol.
We're also super busy moment to moment and it's getting harder to watch the lanes properly. I might be failing here, but damn there's a lot to do.
Who has great NPS scores right now? What do you do that you feel is helping your numbers?