Starbucks Baristas: The daily grind
↑
8
↓
What is your store's customer connection score? (self.starbucksbaristas)
submitted by oringrey
Apparently, we have one of the highest in our district, but it's usually in the low 60s and idk that just doesn't seem very impressive. So I'm curious what a typical cc score is.
wolfydoe 28 points 8m ago
Ours is 18.. lol
RyusuiJL 25 points 8m ago
Who told you that it wasn't impressive? Most scores I've heard have been in the 40s or lower.
oringrey [OP] 3 points 8m ago
no one said that, I just had no metric to compare it to and didn't think it seemed high enough to be (one of) the highest in our district.
RyusuiJL 2 points 8m ago
Well FWIW, being in the 60s is really good! Congrats to you and your team!
SmittyComic 11 points 8m ago
we broke 80 and were told we were the highest in the region, three state areas worth. didn't think we were THAT impressive.
they ONLY count customers who give PERFECT five star scores. so if someone is super pissed at your store and gives you a single star - it counts the same as someone who's like: this place is really good: four stars.
having a high score is important at the moment, it means higher ups can't fuck with you much on things. If your store is trying to spend labor to make money - they can use the excuse to show how they're trying to keep a high score. If someone is really good at the store the manager can make the excuse to try and get more money for them if they are offered another job for more money by showing the score stating how they're important to keep that level.
also if you have a high score and some person calls in to say how the store is total shit, they'll look at the score and see that the person is total shit and will tend to ignore that person's bullshit.
but if you have a low score the higher ups can use it as a reason to put their thumb down on you guys to make it harder to work till the scores rise.
they ONLY count customers who give PERFECT five star scores. so if someone is super pissed at your store and gives you a single star - it counts the same as someone who's like: this place is really good: four stars.
having a high score is important at the moment, it means higher ups can't fuck with you much on things. If your store is trying to spend labor to make money - they can use the excuse to show how they're trying to keep a high score. If someone is really good at the store the manager can make the excuse to try and get more money for them if they are offered another job for more money by showing the score stating how they're important to keep that level.
also if you have a high score and some person calls in to say how the store is total shit, they'll look at the score and see that the person is total shit and will tend to ignore that person's bullshit.
but if you have a low score the higher ups can use it as a reason to put their thumb down on you guys to make it harder to work till the scores rise.
oringrey [OP] 3 points 8m ago
okay I did not know that was how the scoring works (I'm still fairly new so still learning things all the time)! And I didn't realize the cc score could be so instrumental in things, thanks!
SmittyComic 2 points 7m ago
you can work for years here and still not know everything.
just a tip.
whatever starbucks chooses to focus on, you double down on that and you can keep the thumb off your back from higher ups.
they've gone from pushing total money, to total transactions, to bean sales, to ... whatever.
this too will pass and no one will give a crap about customer scores and push frappuccino sales or something.
whatever it is, you do it... it's corporate company, so as long as you're doing the metrics they're asking for, you just do your job as you normally do with a slight focus on what they're looking at and you'll be golden.
just a tip.
whatever starbucks chooses to focus on, you double down on that and you can keep the thumb off your back from higher ups.
they've gone from pushing total money, to total transactions, to bean sales, to ... whatever.
this too will pass and no one will give a crap about customer scores and push frappuccino sales or something.
whatever it is, you do it... it's corporate company, so as long as you're doing the metrics they're asking for, you just do your job as you normally do with a slight focus on what they're looking at and you'll be golden.
MexicanHoustonian 1 points 7m ago
We're trying to get ours up. Any tips on what you've noticed helps?
SmittyComic 2 points 7m ago
find out where the poor scores are at. The feedback you get from the scores shows what time of day the scores are from. sometimes you might be doing 75% in the night time because everyone is a regular and loves the crew and 40% in the morning because people are surly morning workers - There you've found your issue, and where to work on things.
One tip: come up with a daily question, something people at work come up with.
"we are asking people today: what is your fave TV show?"
"what's better: Cake or pie?"
"favorite ice cream flavor?"
it helps when you can't get to the customer right away. Instead of saying: sorry, I have to brew this coffee/grab this pastry/could you hold on for a moment. You just ask the question. Sometimes people say stuff like: eh, don't like ice cream - or be a curmudgeon, but you just use it as a time waster. Also people can get into it and will show up to find out what the question of the day is. IF the people you ask have a gold card they are more likely to click on the review that you took time to get to know them.
One tip: come up with a daily question, something people at work come up with.
"we are asking people today: what is your fave TV show?"
"what's better: Cake or pie?"
"favorite ice cream flavor?"
it helps when you can't get to the customer right away. Instead of saying: sorry, I have to brew this coffee/grab this pastry/could you hold on for a moment. You just ask the question. Sometimes people say stuff like: eh, don't like ice cream - or be a curmudgeon, but you just use it as a time waster. Also people can get into it and will show up to find out what the question of the day is. IF the people you ask have a gold card they are more likely to click on the review that you took time to get to know them.
BeardiesRule112 1 points 8m ago
And what did you get for being the highest in the region? A pat on the back? Fun!
SmittyComic 1 points 7m ago
Right? it would be nice for them to put more money in our paycheck... but..
it's for insurance and keeping a boot off our necks mostly.
they'll NEVER tell us we're not doing our jobs.
They'll NEVER take a shitty customer's word over ours.
they'll NEVER question when we rise concerns.
If we run out of product? who cares you guys did a 78! Great job, everyone number ONE in the running 4 weeks in a row!
our baristas/shifts are always being begged to move stores. offered whatever time they want to work. they're in demand at every store in the district.
When higher-ups show up in town, they'll NEVER say a bad word about our store... if it's a little crumby in the corner or low on soap in the bathrooms - they'll be like: 'well they were too busy making connections!"
it's for insurance and keeping a boot off our necks mostly.
they'll NEVER tell us we're not doing our jobs.
They'll NEVER take a shitty customer's word over ours.
they'll NEVER question when we rise concerns.
If we run out of product? who cares you guys did a 78! Great job, everyone number ONE in the running 4 weeks in a row!
our baristas/shifts are always being begged to move stores. offered whatever time they want to work. they're in demand at every store in the district.
When higher-ups show up in town, they'll NEVER say a bad word about our store... if it's a little crumby in the corner or low on soap in the bathrooms - they'll be like: 'well they were too busy making connections!"
BeardiesRule112 2 points 7m ago
Oh no not a bad word about your store! That’s equivalent to getting brought out back and shot 😂/s. I mean this in the most polite way.. who the actual fuck cares
SmittyComic 1 points 7m ago
you are right, in the short term - who gives a crap about it if it's just a "way to go" thumbs up deal.
it's not as bad as the people who invent drinks for the company - they'll get the handshake and the company makes millions on it.
in the long term, having the pressure off of your store from the higher ups makes for a more enjoyable work experience.
you are absolutely right by what you mean when you say it's a pat on the back in terms of what you get for it.
it's not as bad as the people who invent drinks for the company - they'll get the handshake and the company makes millions on it.
in the long term, having the pressure off of your store from the higher ups makes for a more enjoyable work experience.
you are absolutely right by what you mean when you say it's a pat on the back in terms of what you get for it.
Necessary_Low939 3 points 8m ago
Our high is 50, 60 is beyond amazing
heyitsmaria24 3 points 8m ago
Highest we ever had was a 63. Our average is also low 60s or high 50s sometimes.
minakoes 2 points 7m ago
my store went from being #1 in our district to worst in the span of a few weeks because our new manager destroyed all employee morale by making the worst schedules known to man. I'm talking 2-3 people on the floor for peak, so obviously no time to connect with customers as we are literally just in survival mode.
I can't remember the exact number but last I checked the store was at 15-20. I stopped checking after a while because it was depressing.
I can't remember the exact number but last I checked the store was at 15-20. I stopped checking after a while because it was depressing.
Beneficial-Weird-817 2 points 8m ago
Our store is in the high 30s, and we're constantly pushing it. The goal for our district is 60 and I don't think any of the stores are currently hitting it tbh.
They measure these by asking on a randomly assigned survey something along the lines of 'do you feel like your barista got to know you?' And they can choose 1 - 7, strongly disagree to strongly agree. Anything 1 - 6 is discarded, and the score is the percentage of people who selected 7.
It's kind of stupid, even if a customer says "agree" if they don't say "strongly agree" it's a failure. We're a newer store, and our scores started off pretty high when we opened in August, and plummeted when our DM and SM were pushing window times- we shaved 20 seconds off of our average window time, were consistently either 1st or 2nd in the district, but it made our connection score suffer quite a bit.
IMO if a customer somewhat agrees that we got to know them within 40 seconds while also giving them their items and taking payment, it's a win, but ofc the scores don't reflect that.
Sorry, mini rant over, but congrats on the high scores! Keep it up, whatever you're doing!
They measure these by asking on a randomly assigned survey something along the lines of 'do you feel like your barista got to know you?' And they can choose 1 - 7, strongly disagree to strongly agree. Anything 1 - 6 is discarded, and the score is the percentage of people who selected 7.
It's kind of stupid, even if a customer says "agree" if they don't say "strongly agree" it's a failure. We're a newer store, and our scores started off pretty high when we opened in August, and plummeted when our DM and SM were pushing window times- we shaved 20 seconds off of our average window time, were consistently either 1st or 2nd in the district, but it made our connection score suffer quite a bit.
IMO if a customer somewhat agrees that we got to know them within 40 seconds while also giving them their items and taking payment, it's a win, but ofc the scores don't reflect that.
Sorry, mini rant over, but congrats on the high scores! Keep it up, whatever you're doing!
Logical-Doubt-6021 2 points 8m ago
68
lovelyinnit 1 points 7m ago
my store is at an 89 currently, third in our district of liscenced stores
ggdabs 1 points 7m ago
Highest I’ve ever had was in the high 40s
[deleted] 1 points 7m ago
[deleted]
LegendOfJakelope 1 points 7m ago
We got to 72 this week! But I've definitely worked at stores that stayed much... much... much lower. You should definitely be proud of y'all's hard work!
darkhippiie 1 points 7m ago
66 weekly for a medium volume cafe and DT store in a crap area. Highest DT in our district and surrounding area.
40 is I think company expectation
40 is I think company expectation
I_Main_Oru 1 points 7m ago
For mornings it's 86, evenings is 34 😬
Hazel_is_Trans 1 points 7m ago
48
Brooklynbubbles 1 points 7m ago
39 lol and the thing is I think it’s because no one takes a survey. Our store is super chill and we have lots of happy regulars
dlcksuck 1 points 7m ago
We got up into the high 50s last month but dropped down to like 49
thechamelioncircuit 1 points 8m ago
41! Which is really big for us because we’re in the middle of getting a new SM and miserable.
g-abe764 1 points 8m ago
My store has been averaging about 64 every week like this past month. How? I don’t know. We used to get like 30-40 not too long ago
hatman_v4 1 points 8m ago
Ours is usually in the 50s. My old store was always in the 20s and our hours got slashed and we were purposefully understaffed until our scores got better. Obviously this made the scores get worse and several people a day had mental breakdowns lol
tinseltesseract 1 points 8m ago
Highest my old store ever had while I was there was 60 (also highest connection score in my district), the lowest we had in the same time frame was 25 lmfao
PrestigiousLong3023 1 points 8m ago
Ours is just below 40 I believe
This nonprofit website is run by volunteers.
Please contribute if you can. Thank you!
Our mission is to provide everyone with access to large-
scale community websites for the good of humanity.
Without ads, without tracking, without greed.
scale community websites for the good of humanity.
Without ads, without tracking, without greed.
©2023 HumbleCat Inc • HumbleCat is a 501(c)3 nonprofit based in Michigan, USA.