They're fucking nonsense and I don't care one bit about them. I would imagine 99% of customers don't care about them either or find them annoying. I mean, MAYBE customers gave a shit about that before the invention of the cell phone. It's not 1971 anymore.

I am willing to care about customer connections OR drive times - I find it challenging to care about both so I usually just aim for drive times and being nice. I don’t beat myself up over connection scores

The question our thing asks our customers is "did your barista get to know you today" and holy shit I think that's awful lol why would I want to get to KNOW these people? So yea our scores are based solely on that question.

I was a customer at Starbucks for 6+ years before I started working here and I don’t think I’ve ever been asked a customer connection survey or question. I’m wondering who these are being sent to and how?

The problem with things like this, or customer surveys in general, is that people only send in responses if they *really* have something to say. Either glowing reviews or full complaints. Not that these scores really give the full picture anyway, but still, I’ve always had a problem with feedback like this.

I’m a night person and our shift has the best CC scores. I don’t mind it because I actually like talking to SOME of the customers at night. It’s just a better vibe. But it’s a completely ridiculous thing to track, and it makes morning people even more stressed than they are. I say get rid of it.

We only have enough staff for the person on window to also do DTO and warming…they’re too busy to talk to you about your plans for the day, in the nicest way possible.

One morning I asked a customer “how’s your morning going!?” And he responded with “I’m just here for my drink and water” and rolled his window up. Since then I don’t try to make conversation with anyone. I absolutely hate it.

I work in a high volume store and it is insanely hard to live up to “did your barista get to know you” especially in dt when we’re aiming for a 25-28 second window time… but I will say as soon as we open I have a few customers who get full on counseling/ vent sessions. It’s great to listen to my customers, they are people, humans who not only matter they also have the, albeit unexpected, opportunity to put a little something in our tip jar. They also care about me…. I was away for a week and they asked my coworkers if everything was ok with me. Don’t get me wrong I get frustrated and annoyed with all of it, I’ve even had to transfer to get out of working at an unhealthy store. But after 10 years at the bux I still don’t hate it. Some of my greatest friends new and old have been found there. I had some one actually say (that had no idea who I was) “you really enjoy your job don’t you “ … I have really believed this whole time that I didn’t but thanks for your post reminding me that I don’t completely hate it.

My old SM was obsessed with it. He was let go. My new manager hasn’t mentioned it once.

My SM stopped talking about them a couple of months ago. She always posted them, talked about them (without being an asshole about it) up until then. Since we’ve basically been in total survival mode the last couple of months, she doesn’t even bring it up. It’s all about trying to keep the store open in any capacity and not have multiple partners crying every day.

She’s a really good manager. I feel bad that she has to deal with this.

We had one day hat said and I quote “I don’t like that this store is the o my store that will give me venti water. Tell the other stores I want a venti water not a grande”

19 💀💀

my SM brings it up literally every shift it's all she talks about. every week she updates eveeyone on the score and i have to pretend i care what our number is. she's obsessed with having the highest in the district and beating "brandon". who is brandon? a rival SM i'm assuming but i don't care about your weird rivalry with another store i'm here for rent money 🙄 it's to the point where she's constantly coaching us on connecting to customers and leaving little signs about how to around the store, it's honestly kind of insulting. like ive been doing this job longer than she's worked at starbucks i know what im doing. anyway our score is like 60 i think

My main issue is that the score is based on ONE question from the survey, and it’s “did your barista get to know you?” And the weekly CC score is the average # of customers who said “yes”. None of the drink quality, cleanliness, etc. questions are even taken into account 🙃

How are they are your store?

They are steadily climbing, we recently got a 50. We are normally anywhere between a 45-50.

What does it affect?

It affects EVERYTHING. It affects the labor we earn, because a shitty CC score means that customers aren't going to come back, which means we have less staffing, which means that the next time around, we aren't going to serve people well.

How do you feel about them?

It's a stupid metric. It should take into account all scores, not just 7's or "highly agree", whatever it's called now. Baristas are trying their hardest, but when the outages were the worst, customers would give us shitry ratings just because we didn't have what they wanted through no fault of our own. It weaponizes customers who just want to shit on us for petty reasons.

we’re currently trying to get out scores up.

idk what they really affect, but it’s definitely affecting the work environment for me. all day we hear about the customer connection and are constantly told what we’re doing wrong.

i understand wanting good customer service but i hate that it’s only based off a survey that some mobile customers get. i believe i connect well with a lot of customers, but unless they’re a regular i feel like its just never the mobile app customers. sometimes i start asking the customer questions while they’re card is authorizing and i feel like its more natural then. but with mobile customers they usually order fast scan their app and walk away quick so…. also it makes me feel like i should ONLY be trying with customers that have the app lol. no one else is getting the survey apparently so

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