CSAT's at Point of Sale in Automotive

Joined: 18 Jul 2004 Posts: 72

Here's one for you - starting next week the POS system will prompt for customer's in our Automotive units to fill out the CSAT right there at the time the sale is completed. The associate is to turn away while the customer uses the computer to fill out the survey. Imagine how the customers' will feel giving feedback as the associate who just took care of them is standing right there. I'm not sure if it will also give them the option of taking the survey home and completing it, or if they don't do it in the store they lose the opportunity is lost. This should prove interesting!!!! I feel bad for our Automotive associates. Most people who go in to our Auto departments are already unhappy because they woke up to go to work and their battery was dead! Or they had a flat! Or, well you get my drift. This should prove interesting. (and I wonder if it's a testing platform for the FLS)!!!!!!!!!

Joined: 30 Jul 2006 Posts: 84

The program started on the 12th. It's easy. Three questions - one about recommending Sears, one about CSA/Tech knowledge, one about timeliness. There's a box for comments, and a box to check if you want a callback. The thirty or so we've done have gone without a hitch. Some customers have opted out of the survey and that's fine. The online CSAT verbage is still on their invoice. Interestingly enough, is the screen anyone in the store can access to see who, by associate number, has had customers opt out. A high percentage here and you are probably NOT asking the customer to do the survey. It's cause for concern. The callback feature is pretty cool. The test survey we did in my auto center sent a callback request and number to the DMs blackberry three seconds after I hit "done". If done right, this could be helpful for the ASM to see immediately how things are going in the store. We get so few of the regular CSATs, it's nice to be able to see right away what customers are thinking.

BTW, sure they're already pissed off because their battery died or the tire's flat. But treat them nice, do a good job, and all those guys we had with that kind of problem over the weekend gave us good scores.

Just from four days of doing this, I can tell you that customer's aren't the least bit shy about letting you how you did. We give them some distance out of courtesy, but even when standing nearby, they'll score you how they think you did.

FLS platform ?? It wouldn't be the first time automotive rolled out a program or procedure that was followed by FLS. We'll have to see.

In fewer words, I like the survey.

Joined: 05 Dec 2007 Posts: 524

The only down size I see is if you get busy and you need the register the customer is still typing his/her comment and it won't help if that customer hen pecks.

Joined: 08 Jul 2003 Posts: 6294

Alot of surveys are useless or shouldn't be bothered with especially if you really don't want to hear the truth. In other words the nature of this survey itself was probably designed or picked to get more favorable results.

Many people don't like confrontation or to critque people. Most will want to answer and get the heck out.

Many experts feel you should just study the customer's behavior and to me that includes stuff like SSS and return customers. If you need surveys to figure how your processes and staff are doing you shouldn't be in management. Especially if a decade of SSS declines isn't enough information to make changes to what you are doing.

Walmart doesn't need no stinking survey. It's product and PRICE. Otherwise they would get slammed with stuff like appearance or lack of assistance. Product and PRICE.

http://blogs.dovetailsoftware.com/blogs/slynn/archive/2009/06/18/customer-survey-don-t-ask-unless-you-really-want-to-know.aspx

http://www.returnonbehaviormagazine.com/articles-of-interest/opinion-why-customer-satisfaction-surveys-dont-work.html

	Forum Index -> Sears Holding Corporation / Sears Canada	All times are GMT
Page 1 of 1