Mce is going to be replaced by Medallia in 2019. It’s a 1-10 rating and your going to have to call customers who rate you an 8 or
Less. No more ohwti or in stock.
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As a CVS store manager that runs on minimum hours, I am mostly happy with this change. My store has always had excellent customer service overall (nobody is perfect!). But we don't have to call all customers 8 and under. We do have to respond to complaints (5 and below) by email. Sometimes we even have to respond to 10's with a quick thank you email. But the real time responses are helpful at nipping poor service in the butt. I really do wish 7's counted though. I get a fee of them with comments like "I had a great experience", and "Everyone is so friendly!". Still 100% better than the 5 point scale.
Call Service what you want and measure 1000 different ways. The bottom line if customers spending money in your stores! Look at the sales comps. 1% is good at CVS. Most markets are negative. CVS is waiting to see what happens with Rite Aid but it's logical that they sell FS to Target! Why? CVS wants to focus on Healthcare. CVS wants to earn more for their investors. CVS wants their stock back to $116 or higher of course. As long as CVS operates stores with the Highest prices and No help CVS will not survive in today's retail setting. Add all the clinics and such. Overhead expenses grow more and more! Wait times in Pharmacy can be more than an hour when you add the drop off and pick up process. Then they can't fine the script when you want it! Even Rite Aid is more efficient. Good luck CVS employees..other retailers know how hard you work.
News Flash... what is the biggest impact on OHWTI and In Stock... LABOR...they have hit the bottom of the barrel and they know it. Any time you change the metrics or in this case eliminate what you can no longer achieve, you get a bump.
Remember, smoke and mirrors, that is what CVS is best at. Pay no attention to the man behind the curtain. In CVS’s case they don’t have a heart, a brain, or courage but that doesn’t matter they are not looking to get them anyway. Oh and they follow the GREEN brick road!
Imagine focusing on what is actually the root cause of why a store gives good or bad service. This is what they want to do. If CVS wants to survive it needs to balance a digital and personal experience presence. Being cheap and convenient is not enough to survive...hopefully we will go away from the onslaught of doing everything for a number that doesn't matter for our customers or p&l.
Where is this information coming from? Is this factual?
Yes it is true ,have a store in one of two pilot regions . No waiting for feedback store finds out response almost immediately. It is still being tweaked. Walk to item gone . Much better system. Unaware of calling all customers under 8. We will call some customers that give positive feedback and some with negative. Depends on the comment's.
How trustworthy is this information?
SAY WHAT??
Just a one question survey...was the store still there when you arrived?
“Medallia’s vision is simple: to create a world where companies are loved by customers and employees alike.”
Good luck with that!
So two things --- if you have to call customers --- 90% don't answer the phone.... and if they do they will say
Ohhh sorry meant to key in a nine
Will “a nine would be fine” replace “we strive for for fives”?
By the way once again CVS is just following the latest trend! Surveys for Stop & Shop are already touting 8’s, 9’s and 10’s as acceptable responses.
I feel sorry for the person on the other end of the first call I get for giving a 7 or 8 on a CVS Survey.
Another failed system that Cvs is discontinuing. They finally realized...too late I might add, that people are happy when they gave 4s. Now every leader will stand behind new system trashing the old one.