My SM is on a rampage to improve our customer voice, mainly speed of service and quality of beverage. So now the cleaning tasks are plit up between everyone and it's your cleaning task for the month. I've asked my manager what would happen if there's not an improvment and my SM replied that people would get written up for not doing their tasks because the store is getting heat from the DM. Can an SM get fired for bad scores or is this part of their bonus? My SM has also said if the invite comes up and the customer appears rude to not give it to them and if we want to bring it home and take it ourselves to get our scores up. WTF!
Customer Voice
(40 posts) (28 voices)-
Posted 3 years ago #
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Customer voice sucks! I don't think they can get fired for it I'm pretty sure its there bonuses. Our manager is being completely ridiculous about ours. He short staffes us constantly and we are a high volume drive through store. We usually dont have a fourth barista working until 9am, the rush is between 7 and 9??? I generally spend my entire 8 hour shift answering headset and doing bar. After he shorts us all the time he wonders why the speed of service and our in house welcoming on our customer voice is being given such a low score. I don't know maybe its because the baristas on bar arnt able to talk to the in store customer because they are busy talking to the person on headset, marking and making drinks. He also somehow expects us to miraculously improve the score without more hours. And to top it off I recently found out the reason we dont get more hours is because SM's who cut hours get a bonus.
Posted 3 years ago # -
just fill the things out yourself or give them to a friend, they'll get a free drink out of it
Posted 3 years ago # -
I used to stuff them in my pocket and give them to relatives. If it weren't for the fact that a couple people I worked with were decent, I'd have given all negative scores and comments on the damn website. Of course I didn't want to get the decent people in trouble, so I gave good scores.
Posted 3 years ago # -
trash bin, no matter what...lol
Posted 3 years ago # -
Screw that. I usually toss them away unless my evil boss is standing next to me. I honestly don't care... we get paid the same regardless.
Posted 3 years ago # -
I live in like one of the most pathetic towns in America, where there are two Grinchs and they are both insanely and obnoxiously busy, and all the cool indie places keep going out of business- one of the many reasons why I am leaving this dump. Anyway, I keep reading our customer voice whenever it comes out and people keep saying that Starbucks is their neighborhood hang out place. Does anyone else get this on their customer voice? Does anyone else also find this extremely pathetic and sad that people consider an evil, overpriced fast food chain that redefines the term 'empty calories', a freaking NEIGHBORHOOD HANG OUT PLACE????
Posted 3 years ago # -
I find that for those that do not drink alcohol Starbucks is their bar. How many of you have customers come in and they have their bible study in the cafe? My old store was near a bible college and they studied, had dates, etc all at the bux.
Posted 3 years ago # -
Yikes! What Would Jesus Say?
Posted 3 years ago # -
I think SB is like the Roman Empire (which eventually fell, just as SB will, once people realize it's over-priced crap they sell) and Howard Schultz is Pontius Pilate, crucifying all the smaller coffee shops.
Posted 3 years ago # -
It affects the yearly reviews (ME = raise, NI = no raise)
Posted 3 years ago # -
I give them to my friends because any idiot who has taken a class on statistics knows that a sample size of less than 10 is insignificant and impossible to gather results from. When you factor in that it's a VOLUNTARY survey, it makes it that much more ridiculous.
Our manager pulled us all into a meeting to discuss what we can do to improve our score. I simply said, "stop giving them out". Everybody laughed. I was serious.
Posted 3 years ago # -
We got ours back and our scores are LOWER than the previous month....
Posted 3 years ago # -
Our store is always at the lowest bowels of the district in terms of cleanliness.
Why? People apparently have not heard of trash cans (we have more than 8) and leave their **** on the floor. I could fill up one huge garbage bag with **** that I just picked up from the floor every time I bus...
Posted 3 years ago # -
Most people hate their jobs. That's a common thing.I hate working,too.
You worked hard to get little money and that's not fair.
So I would choose to pay more attention on the small beautiful parts of my life.
Since you cannot destroy this unendurable world,let's just create our own world!Posted 3 years ago # -
SM's can lose their jobs over it. Poor customer voice scores = non compliance by the team. SM's are being evaluated on it in much greater detail.
Posted 3 years ago # -
It appears my store is no longer handing out the surveys...if we get one we are encourage to take it ourself or to throw it out!
Posted 3 years ago # -
i practice my aim by balling them up and trying to get them into the furthest trash bin
Posted 3 years ago # -
one of the other shifts at my store was just praised for having a great customer voice at night so she was moved to morning to make the am better, but what my manager doesn't know is that the night people keep the survey's and fill them out themselves to get great scores. As me and my morning team get **** and written up for having lower scores. Maybe my manager is just write up happy.
Posted 3 years ago # -
Ur not allowed to do ur own cv's are u? Lol. Not a bad idea though. Good way to get urboss to shut up about it
Posted 3 years ago # -
My problem with customer voice is it is the most inaccurate way to gauge customer satisfaction.
In statistics, they teach you that:
1. Voluntary surveys
and
2. Sample sizes under 10
Are the most inaccurate ways to gather statistical data and must be disregarded/avoided at all costs.
CUSTOMER VOICE SOMEHOW COMBINES BOTH OF THESE THINGS. WE ARE JUDGED BY THIS.
How the hell is this considered a good idea?
I give them to friends and family. Until people actually KNOW what they want, they can't rate what they get. If you are drinking coffee from a fast food joint, you don't know coffee, so don't rate my ability to make it.
Posted 3 years ago # -
Ur absolutely right about the stats. Don't forget incentives should be avoided as well. WTF is sb thinking ?
Starbucks basically fails at everything they do.
Posted 3 years ago # -
I always take them home and do them myself, just to keep our demonic DM off of our back. It's super fast and we don't have to worry about killing ourselves trying to improve it.
Posted 3 years ago # -
Customer Voice Surveys are a **** joke. Our stupid **** SM and DM get on us for low scores when there's little to nothing that we can do about it. The only way you can get a good score, it seems, is if you get perfect 5s. But even I wouldn't give a perfect score for a pleasant store. I think my store would have to be run by Jesus Christ to have a 90%+ satisfaction score. It's gotten to the point where my SM has told everyone to "suggest" the customer to give "five stars" ("We're looking for five stars!") PATHETIC!
The WORST part of all this though:
I transferred to my current store about 7 months ago. A few months in, my manager pulled me to the back one day. It was regarding the Customer Voice Survey. She said that it was at an all-time low and that it had never been that bad before I had transferred there. She also told me that she took a look at past schedules and saw that during the lowest satisfaction rate (after 5pm) I had been closing the most. In a nutshell, the **** **** tried to tell me that I was the reason for the store's bad customer voice score! I told her she was being rash and unfair, and she ended up crying about it. It's completely unfair of my SM to try and blame me (or ANY one person) for a bad score!Despite my seemingly verbal dissatisfaction of this job, I am one of the nicest and most polite baristas there! I wear "the face" well. Afterall, it's a baristas job to "just say yes" and stay composed under stress. Ugh.
**** "Customer Voice"!
Posted 3 years ago # -
At my store we do generally well enough to keep the demons off our back but at our neighbor store down the road their scores are in the toilet and it the pressure seems to be bringing out the worst in almost everyone and therefore dropping the scores lower and so on. It's a beatiful thing to watch lol
Posted 3 years ago # -
I hand people the damn thing, explain it to them very nicely and then I see them throw it in the trash.
And ditto. Anyone who's taken a stats class should know that the results don't mean ANYTHING!!
Posted 3 years ago # -
Want to improve customer voices? Fill them out yourself ^.^
Posted 2 years ago # -
I think this is the appropriate thread. **** Starbucks and **** all of the miserable unhappy baristas and shift's out there. I want you to leave this miserable company. You will be free and be able to lead a happy life. Abandon ship at any cost. **** Starbucks I hate the concept of it.
Posted 2 years ago # -
Hey cruzy....How goes it? I see that you just couldn't resist us. Well, we really missed ignoring you and your forklift operation stories. My bad, you never told me you were a forklift operator. But you lifted boxes for a living or something, right? Anyway, I digress...And I admit, I have no idea what "I digress means" but it sounds pretty cool. You probably are wondering why I'm not making a whole lot of sense at the moment. Well, I'm just so excited that you're back on the board because to be honest, this place isn't the same without you. You see, as a long suffering Starbucks barista, we really don't get to clown the more ignorant customers right to their face. I mean, you can do it. But you need to be very slick about it, and trust me, it's not easy and it takes practice. I just want to thank you for coming onto this site with your stupidity, because it gives guys like me a chance to get a few laughs before I go to work. I mean, we all like to laugh at idiots don't we? Anyway, I know this post sucked. I'm giving you a huge chance to say something funny, or interesting. I mean, if you're gonna be a troll, at least be a smart one that actually makes me angry or something. Let's see what you got Penelope-Tom Cruisy-Black-Eyes....(Get it? HAHA)
Posted 2 years ago # -
Blah blah blah whatever Champ. I had a bad experience so I ranted about it, this is I Hate Starbucks you know. BTW, your use of the word "clown" makes me think you were brought up in the lower economic scale during your life. As for me being a troll, I was venting about a ding dong shift at a store that is a complete idiot. I doubt you will see me around here much any more. That is a promise you can take to the bank!
Posted 2 years ago #
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