Delight Scores

Since: Jul 12

Location hidden

#1 Jan 6, 2013
Anyone else notice that the delight scores seem to be up one month, then down the next month, back up the next, then back down. It is an almost predictable zig zag pattern. Anyone feel these scores are actually real? Just another dumb metric dreamed up by someone at corporate? The idea seems useful in theory but its measurement method seems weak at best.

Since: Jul 09

Location hidden

#2 Jan 6, 2013
I agree. When I fill out these types of surveys for other retailers or service entities, I rarely give the top score. I mean, you can always find fault with something, and not be 100% satisfied. Since Walgreens doesn't believe in giving its employees the top score (5) on evaluations, why should they then expect customers to give it to us? These scores are a poor indicator of service and satisfaction levels as they are skewed toward the negative.

Since: Nov 12

Location hidden

#3 Jan 7, 2013
@wagdoodle- yes, i have noticed that. it's some pretty weird sh*t.

@rumin8- hahaha- that's pretty f'ing funny. I like your line about walgreens not giving employees the top rating so why would customers.

Since: Nov 12

Location hidden

#4 Jan 7, 2013
I guess the one thing that upper mgmnt always comes back with, about the delight score, is that EVEN IF you don't like the system, it IS the same for every store. So, if some stores are doing well with it...why aren't you? And that's a hard argument to counter...
jminsea

Seattle, WA

#5 Jan 10, 2013
The whole delight score thing is stupid. A scale from 1 to 9? Whoever heard of that crap?

Only getting credit for a 9 score is stupid too. 7s and 8s are still pretty respectable scores! And if they don't want to grade an 8 the same as a 9, then if nothing else, make it something like this:

9 = 3 points
8 = 2 points
7 = 1 point

1-6 = 0 points

So stupid! And then about 99% of the customers who swear up and down they are going to call because they were so happy with their service and are all smiles about it NEVER do.(And the ones who vow to call and leave a bad store because their favorite candy and/or brand of cigarette was out of stock are the ones who actually do).
jminsea

Seattle, WA

#6 Jan 10, 2013
bad score not store*

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