The days of angry salespeople between the shelves or at the checkout may soon be over. Because Coop wholesaler has customers value the friendliness and courtesy of the staff.
Surveys are used in the Supercard app or in purchase receipts for this purpose. Linked to a contest on the receipt. Coop pursues the goal of “better understanding the desires of customers”, justified a spokesperson for the survey The Sunday newspaper. This would increase customer satisfaction.
Employees feel they are being watched
This means that it is better to smile a lot than a little too little, or else you may feel uncomfortable. Even if Cobb shrugged it off and spoke of “mostly positive vibes,” which had a stimulating effect. But unions of course see things differently: “Most of the time, such evaluations are received poorly by employees. They feel more watched, Syna’s Marco Gio adds: “Assessments of Syna” adds Anne Ruben of Unia to SonntagsZeitung. Customers put pressure on employees.”
Because surveys also record details about shopping like time. If there are frequent negative comments from customers, this may be an occasion to have a constructive conversation with employees, according to Coop.
Get rid of bad experiences
And not just the employees but the bosses as well are under pressure: “The branch manager goes up to the roof if his shop is poorly rated,” says Geo of Syna.
The problem with such surveys in general: people with bad experiences are more motivated to participate, as it gives them the opportunity to let go of their frustration. Additionally, fewer people are likely to bother communicating their daily positive experiences with salespeople in the app or in other ways. (skylight)
Retail overall order: Migros & Cobb among the top 50 companies in the world(00:49)
“Tv expert. Hardcore creator. Extreme music fan. Lifelong twitter geek. Certified travel enthusiast. Baconaholic. Pop culture nerd. Reader. Freelance student.”