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