Starbucks Baristas: The daily grind
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CC scores (self.starbucksbaristas)
submitted by canidieyet_
What is the magic formula?? Because I’m trying SO hard to push customer connections 🫠 my SM & DM have mentioned on multiple occasions how much they love my connections with customers, especially on cafe bar. I feel like everyone at my store is pretty social and engage with customers quite a bit.
The only issue is that my store isn’t that popular with the app. We have a lot of people who do use it, but we have just as many, if not more, who don’t. We encourage customers to do the survey & those who don’t have the app, to get it. It’s just aggravating because my SM is pushing scores right now since it’s low but I genuinely don’t know what more I can do. We all greet, chat with the customers, make sure everything is clean, made correctly and out asap.
It’s hard to base connections off of an app that not all customers use/fill out the survey…
Ceramicusedbook 7 points 9m ago
There's nothing you can do if people won't get the app or do the surveys, unfortunately. Your SM needs to recognize that.
interyx 2 points 9m ago
CC score is calculated from one question on a random survey sent to Starbucks card holders. The question is "Did my barista get to know me?"
A 7/7 counts as a CC score. A 6/7 or lower does not count. Your posted CC score is the percentage of people that received the survey and answered 7/7 on that question.
That's it. You can break your back trying to bend over for customers all day and if they're paying cash it means nothing. Same with a credit card. If they're having a bad day and it took five minutes to get their coffee, they'll probably put 1s for everything in the survey without even looking.
Seriously some of the low scores we see with comments are for stuff that is completely out of our control. That number is almost completely random as long as you're not being actively rude to everyone. I stopped playing that game and the DT times game. Our metrics are broken.
A 7/7 counts as a CC score. A 6/7 or lower does not count. Your posted CC score is the percentage of people that received the survey and answered 7/7 on that question.
That's it. You can break your back trying to bend over for customers all day and if they're paying cash it means nothing. Same with a credit card. If they're having a bad day and it took five minutes to get their coffee, they'll probably put 1s for everything in the survey without even looking.
Seriously some of the low scores we see with comments are for stuff that is completely out of our control. That number is almost completely random as long as you're not being actively rude to everyone. I stopped playing that game and the DT times game. Our metrics are broken.
FemboiTomboy 1 points 9m ago
THIS is the right answer. Thank you for saying all that.
noimpatrick1 2 points 9m ago
If making people to download the app is a problem, have u guys tried like promoting it more? I know there’s some signs around the store that tell you to download the app but maybe having someone whose good at art make some art on a blackboard promoting the app in a cool way. I feel like when you tell customers they shrug it off but if something about the app catches their eye on a cool sign they might download it?
canidieyet_ [OP] 1 points 9m ago
we have! 😭
Hour_Interview_9883 1 points 9m ago
I was able to get my store’s from a 29 to 67 in two months. You just gotta literally talk to everyone. It’s draining and stressful but you make their day. And like everyone needs to contribute. My DM made a point to let us know that one of the questions is “did the barista get to know me” and most customers think the barista is only the one making the drink, not the one at register. I made sure my team all at least acknowledged each customer and tried to engage with them in some way. Even if it’s the same “how was your day?” “I love this drink” blah blah. It works!
5AV1OR 1 points 9m ago
Do you have the little app pamphlets? When we were pushing customer connection scores we would stick them in all the handle bags and offer them at the window to customers who didn’t pay with the app. It helped a lot and now we are around 10th highest in our region for customer connections.
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