Lol highest in my district... and we don’t make as much as most of the other stores in the district

Unfortunately the only people who get the survey that determines Connection scores (automatically; meaning customers don’t have to search for it) are those with the app. Odds are the other store gets more mobile orders and people using the app so that’s why their score is higher.
The CCS system is ridiculous in my opinion.
Edit: a word

Keep in mind that the Customer Connection score is the percentage of people that responded "7 out of 7" to the question "did my barrista make an effort to get to know me?" You could go from 5% one week to 95% the next, there's no carry over.

Only rewards members get the survey, and it's emailed to the address associated with the account. As soon as I told my partners this, and they started asking our (nice) rewards members to check for the email, our score shot up.

I hear you, my SM just shared with me yesterday our connection scores are bad, just an off hand, not blaming comment. It was in the context of me telling him we actually achieved drive times in the 50s and how it makes connecting better. Hurts because I’m on DTR on mid days. Here’s what I’m wondering: how much of a lag is there? Could customers be punishing for all the outages after the Texas storm? Also, do these scores correlate with sales? Because our sales are off the hook. I’m naturally ebullient but I keep it natural, spontaneous. I hate canned, phony interactions. I have never “targeted” app users. But now I’m thinking of how I could convey discretely to app users that we need their help. When a store clerk shows me a survey on a receipt, that’s pretty much the only time I’ll do one.

I'd be curious as to how many of your customers are actual SB members. Thats who fill in the surveys for the customer connection scores. I've heard of managers who are jerks to cash/card paying customers but super nice to members and they have amazing scores, and even managers who stack the surveys with friends and family reviews. 🙄 it's unfortunate but honestly, the customer connection scores aren't really all that indicative of how much people like you guys. That being said, if you're looking to boost your rating and youre doing all the things that tend to increase that, get more of your guests to join the app.

The CC score is based only on the question "did your barista attempt to get to know you?" And it's scored 1-7, but we only get credit for a score of 7, anything less doesn't count. So it's possible you're getting a lot of scores of 6, which for CC score is the same as getting a 1. The surveys are randomly sent to customers up to once per month. So one time could just be a fluke, or be that the customers that love you don't use the app. No app=no survey.

Ours is always in the 20s or 30s... I’ve never understood why. it’s like they expect us to sit down at a table with the customers and share our life stories

We have several shifts/ASMs visiting our store temporarily and are all saying how awful our customer connect scores are. But all of the bad/dissatisfied customers I can think about us getting don’t use the app meanwhile our regulars and those who have complimented us typically do. I feel like people just don’t want to fill out surveys or whatever. But also I feel like it’s unfair to use these metrics in some cases. I mean if you read our store reviews the worst ones are always dumb things. Like a one star review from the first week the store was open and didn’t have wifi set up yet and the person said something to the effect of “this store did a great job preparing our drinks. They were great and just the high quality you’d expect. Their wifi wasn’t set up yet though. Worst store ever.” One star. For something out of our hands. It’s just a shitty metric.

Edit: our customer connect went from like 30 to 26

First thing to know is customers you see on a regular basis don’t get surveys as often. It is more often first time visitors or visitors who haven’t been in awhile are more likely to get the survey. There is going to be an update on how we track CC scores and what managers get to see so that’ll hopefully be communicated to you.

CC scores are rough anyway... There are several questions and if the customer rates anything aside from the top comment it’s automatically a bad score

Are you from my store?!

the customer connection scores are trash and unreliable idk why starbucks insists they’re so important and determine ultimately how your store treats customers - people generally only rate or go to review when they’ve had a bad experience more often than a good one unfortunately — not to mention that anything below a perfect 7/7 score is considered bad, tell me how that makes any sense?

Edit: don’t read too much into it - if you know your store is doing well & treating customers in a friendly manner and doing your best to make the moment right then you’re fine. Higher ups may complain but it’s really out of your hands unless you wanna start bothering regulars to get the app and explain how the rating works if they get a chance to take a survey - but I never bothered to because that seems frustrating and ultimately not my job to push customers into something like that.. it’s like asking for them to tell your manager you’re a great worker - why does it need to be said? that’s just me tho

customer connection scores are trash. especially for high traffic and drive thru stores because our dm and managers expect us to put more effort in connecting with customers but then also tell us we need to get our drive times down. idk anout yall but connections arent made in the 30 seconds it takes to accept payment and hand out drinks.

As a customer, how do I give you a score? I go in to our Starbucks 1x or 2x a week and pay with the app. The only notification I get is to leave a tip. Which I never do on the app, I always stick cash into the tip jar. Am I missing it somehow ? Sorry to ask this on your post. Figured you might know. Id like to rate my starbucks super high !

Ours is typically nine.