This is NPS and is not a CVS-built thing. Many companies use it in one way or another. It's not meant to measure a spectrum of service quality. That's why <80% isn't good enough. (https://en.wikipedia.org/wiki/Net_Promoter)
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Because someone years ago read a study that showed that people who rated their surveys for service as 100% spent exponentially more in their basket size than those who did for even an 80%. So, anything less than that is useless in their eyes. Nevermind this doesn't address the correlation vs causation argument of maybe the basket size gives more hours which gives better service but I don't have the energy to go into all that right now.
Its a way to cheat you out of your bonus money.
Also because in corporate’s eyes anything less than a 90 is bad. The old system used to be 100 or 0. Don’t know why we had 1-4 on old surveys because those numbers meant NOTHING. If you didn’t get all 5’s then the survey was a fail! Corporate expected nothing less than perfection. Now fast forward to our “new” system, you don’t have to get a perfect 100, you can get as low as a 90 and still pass. The problem is, CVS has once again set the bar too high! An 80% is still a great score! Not in corporate’s eyes though. What’s worse is that we get alot of “failing” surveys simply due to stupid company policies that are out of our control, but count against us anyway. Customers don’t like ACO’s and give us a bad survey, not enough employees working, high prices, again bad surveys, but not our fault. But to get back an 80 should be good enough, but sadly it is not.
Again, it’s because it is CVS.
All expectations are unrealistic and you don’t mean much it’s all about the numbers. Just like you are just a number.
Good luck !