Download - Friendly and Fresh
D5Elite Co-Manager
team
Driving OSAT
FRESH FRIENDLY
Quarter 3 ResultsDivision Nashville
Store Number
Number of
Surveys per
month
Overall Satisfactio
n
Overall SatisfactionPeriod 10
Pharmacy
Cashiers
Baggers
Meat/Seafoo
dProduc
e Bakery
62 505 345 64% 63% 78 66 57 65 62 63
62 517 300 64% 65% 89 71 67 63 65 61
62 552 190 64% 69% 77 72 63 65 67 74
62 677 565 70% 71% 83 72 72 71 70 73
62 854 380 68% 69% 97 71 66 74 76 71
62% Average 356 67% 67.4% 84.8 70.4 65 67.6 68 68.4
335 Per Month
+5% over Division Average
+5.4% All metrics above division average
Want to See how we did it?
Rock ParikhStore 677
Assoc iates Development and Empowerment + Consistent Engagement=Highly Sat isfied Customers
Anna Thrasher
Store 517
Self Check-out&
OSATHow can we improve OSAT by increasing SCO
utilization?
1) “Ask me how Badges”
2) Weekly Engagement Topic
3) Daily Coaching
“Ask me how” Badges
Our customers can earn up to 50 fuel points by taking the Customer Satisfaction Survey. This
means, in just 4 weeks they could save up to 20 cents each gallon of gas.
Weekly Engagement Topic
We, as FE supervisors, FE management, Store Management and District Staff ask the SCO about the topic. If they know it and are practicing it they
get rewarded with a high-five, “way to go”, or Cultural Currency
Coaching every associate daily Having a positive coaching conversation with each
and every SCO attendant, cashier and supervisor as they arrive.
Rewarding associates when we see them choose to engage and Highly Satisfy Customers
Results By focusing on these 3 things
1) “Ask me how” Badges2) Weekly Engagement Topic
3) Daily coaching
We have been able to improve both our SCO Utilization and OSAT
Justin FowlerStore 677
Friendly
Being In-Stock
Friendly~Order Reviews
~Sale Items
~Free Friday Downloads
Driving OSAT
FRESH FRIENDLY
Cedric Mansell
Store 854
Sanitation
Clean = Fresh
Daily Spot Mop Check
Name: Time: Date: Signature:
_____________________ 9am
11am __________ 1pm
__________
3pm__________
5pm
7pm
Management:
Calvin ParkerStore 552
Product Freshness
Primetime Freshness
PM Scheduling Adjustment
1 Simple Plan, 5 Simple Stratagies
FRESH FRIENDLY
Associate First Store Walks
RESULTS!!!Q3 OSAT for our five stores: 67Q3 Division average: 62
We are confident that any store that adopts this plan will see similar results!!
Friendly-Train, Huddle, Engage-Friendly Fishing and Friendliest Associate of the Month
SCO-”Ask me How’ badges, Weekly Engagement Topics, Daily Coaching
OOS-Order Reviews, Sale Items, Free Friday Downloads
Sanitation-Floor sweeps, Daily spot mop checks
Product Freshness-Prime Time Scheduling overlap
Handouts are available
Off to Drive OSAT