I don’t think customers truly rate on the “connection”. I believe they rate on whatever happened when they were their (I.e. shortages, paper straw, long window/wait time). I have watched some amazing connections recently and ours has not gone up either!

I say dont care about the score its just a bonus for the SM and has no impact on baristas at my store we stopped caring cuz what incentive do we have to care. Our boss can haggle us all they want. As long as im nice 🤷🏽‍♂️

This happened at my store too. Our score was excellent and then about 2 months ago it just tanked. We've had some SSV/manager/partner changes and we now position the most outgoing partners ( most likely to engage with customers) in high visibility areas near the MOP pickup. These partners not only engage with customers, but draw the quieter partners into the conversations as well.

It's helped. But I think shortages and staffing issues had a huge impact. What really sucks is out of the 9000 customers we see a week, our score is based on the 48 who actually take the survey. 😒

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