Pretty much the only people that get surveys are mobile order customers and rewards members.

So focus your attention on them and taking the extra second to acknowledge them.

So my store is super big on customer connections and our score is pretty high. In drive through we always ask for names at the box and USE the name at the window while connecting with them. Never turn your back to the customer at the window, and don’t let the window close if a person is there. As far as connecting in cafe, usually the bar person or bar support will try and have little conversations as people are picking up their drinks. If someone is out sanitizing the high touch surfaces they’ll make sure to say hello to everyone. If they have a gold card really make an extra effort to connect with them because they take the questionnaire the score is based off of.

Customer connection scores are stupid dont actually worry about them, kinda meaningless and only based on surveys. But if you are still determined, walk ins never get the survey options, its mobile order-ers you gotta pay more attention to. But again, trying to sum up thousands of human interactions with a single number is kinda vague and meaningless.

Keep in mind that CC scores are kind of BS because only people with registered cards get the surveys, meaning half or more of your customers are never even eligible to give feedback. Then the margin of error on those results is about 10-15%. Don't pay much attention to the weekly score, but the 6 week or 52 week rolling average is an ok indicator of how you're doing.

The biggest thing to do better is just talk to your customers. Take a moment at the register to notice something about your customer or compliment them on something. When you're on bar, look up while you're waiting for shots to pull and say something to a customer.

Next think about operations? are you running out of things a lot? if you're out of someone's favorite drink or food item they're not going to give you a 7 out of 7. Does the store look clean and presentable? Are wait times too long?

So, what is considered high?

We were in the high 30’s and now we are consistently around 47-49. My SM said she’d buy us chipotle if we hit 50

We have 2 partners that kill customer connections. They seriously have meaningful conversations with customers at the speaker and window. They deserve chipotle more then anyone else.

bribe them with free drinks.

I just wish we knew how many people rate us 6 out of 7. If majority of your customers are rating 6, you're not doing a bad job!! Can corporate get that through their head please!

Ask how someone's day is before they leave the register? Easy enough