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(The Consumerist)   Pizza Hut franchise tapes letter to boxes begging customers to give them perfect service scores   (consumerist.com) divider line 80
    More: Interesting, Pizza Hut, paid survey  
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7652 clicks; posted to Main » on 24 Apr 2013 at 11:35 AM (1 year ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2013-04-24 12:53:52 PM  

Pincy: Lots of places do this now.  Last year I bought a new car and they practically did everything but outright pay me to give them all 10s on some survey they were going to send me.  At first I didn't fill it out and they kept emailing me every week asking me to fill it out and reminding me to give them 10s across the board.  And they were perfectly pleasant toward me and didn't try to pull any of the old-school tricks that some car dealerships will do, so I had no reason not to give them high scores.  But after all the begging and pleading for 10s I gave them mostly 8s and 9s instead because the outright begging for 10s was just too much.


Same here. I felt that teh salesman didn't care about us or our car, just the survey. It was all he could talk about. unfortunately, this led to a poor customer service experience, which led to brutally honest scores on his survey.
If he'd just concentrated on good service, he wouldn't have to worry about his survey scores.
 
2013-04-24 12:54:50 PM  

KelvinTheClown: The gal at Applebee's asked me to give her a perfect score on the survey on the receipt, and the guys at Tires Plus asked me to  on the follow up phone survey. Working in franchise retail means bending over for a lot of stupid corporate BS.

Also, the Consumerist blows donkey.


As a former retail drone at both Circuit City and Sears, I can confirm that responding with anything less than a perfect "10" on the surveys was considered a failing grade according to management and corporate.
Stupid?  Absolutely.  The store (and YOU) were graded on those also.  But that was the way it is.  We were trained to basically beg for 10s on the surveys when they popped up.
 
2013-04-24 12:57:27 PM  

CaptSS: This is along the same lines as fast food restaurants asking me to "pull forward" and we will bring your order out to you? Really? Why, so you can cheat your timer? Corporate has to know the time metric is complete BS since restaurants have been known to have employees and/or managers drive laps thru the drive thru just to get the average time down. Having me pull forward skews the real time and does a disservice towards the overall experience. Corporate must know this yet continues to measure restaurants on how fast they can serve a customer. Is this just so they can pat each other on the back?

/yes it is a pet peeve of mine
//I will pull forward but you will bring me a free drink or desert


It's also so you're not holding up the parade for the customers behind you.
 
2013-04-24 12:59:11 PM  

CaptSS: This is along the same lines as fast food restaurants asking me to "pull forward" and we will bring your order out to you? Really? Why, so you can cheat your timer? Corporate has to know the time metric is complete BS since restaurants have been known to have employees and/or managers drive laps thru the drive thru just to get the average time down. Having me pull forward skews the real time and does a disservice towards the overall experience. Corporate must know this yet continues to measure restaurants on how fast they can serve a customer. Is this just so they can pat each other on the back?

/yes it is a pet peeve of mine
//I will pull forward but you will bring me a free drink or desert


Yeah, so in order to get back at that dickish corporation I'm going to penalize and hassle the people with the least amount of influence over the policies they are forced to adhere to. Also, if there is anyone in line behind me, f*ck them too!
 
2013-04-24 01:03:16 PM  

SharkaPult: KelvinTheClown: The gal at Applebee's asked me to give her a perfect score on the survey on the receipt, and the guys at Tires Plus asked me to  on the follow up phone survey. Working in franchise retail means bending over for a lot of stupid corporate BS.

Also, the Consumerist blows donkey.

As a former retail drone at both Circuit City and Sears, I can confirm that responding with anything less than a perfect "10" on the surveys was considered a failing grade according to management and corporate.
Stupid?  Absolutely.  The store (and YOU) were graded on those also.  But that was the way it is.  We were trained to basically beg for 10s on the surveys when they popped up.


I think from now on if I ever fill out a survey and they have a place for freeform repsonse I'm going to tell them that it is completely ridiculous to expect perfect 10s on every survey and it forces their employees to beg for 10s which then makes the survey results meaningless.

Not that this will probably help, but at least they'll know why I am not giving perfect 10s across the board.
 
2013-04-24 01:06:29 PM  
I recently bought a new car. I got a good deal on it because I did the Consumer Reports pricing thingie. We financed through the dealer(I know, I know,...) and they came back with a sub optimal credit score for me. I was surprised and called my credit union right then and there, 15 minutes before closing on a Friday(I know, I'm a dickhead...) THEY came back with a much higher credit score, one I was used to seeing. Car dealer had to give in and lower the interest rate.
Then, the guy makes sure to say that when we get the survey, can we PLEASE give them high marks?
I just got the survey yesterday and after reading this and other stories....and thinking about the BS they tried, I may not be so nice
 
2013-04-24 01:08:48 PM  

reklamfox: Evil Mackerel: Psycoholic_Slag: sigdiamond2000: Pizza Hut is the worst pizza in America.

That said, I'll take their side over The Consumerist any day.

Uh...Dominos accepts your challenge.

Little Ceaser's steals the torch and runs off.

I always ALWAYS check my pizzas from Little C's because they are so cheap, and such a good deal, that you're likely to get a pizza that has been sitting under a heat lamp for 3+ hrs. They always replace it with a slightly fresher one, but still. When the price is that cheap, you expect a dip in quality as well. I only go there when desperate for a cheap, quick meal.

/SO TIRED of fast food burgers.
//always check your pizza!


Check the pizza for what?
 
2013-04-24 01:15:37 PM  

reklamfox: I always ALWAYS check my pizzas from Little C's because they are so cheap, and such a good deal, that you're likely to get a pizza that has been sitting under a heat lamp for 3+ hrs. They always replace it with a slightly fresher one, but still. When the price is that cheap, you expect a dip in quality as well. I only go there when desperate for a cheap, quick meal.

/SO TIRED of fast food burgers.
//always check your pizza!


Yes, I hear what you're saying...but, what if you could have it all?

www.gourmet.com
 
2013-04-24 01:19:45 PM  

A Shambling Mound: CaptSS: This is along the same lines as fast food restaurants asking me to "pull forward" and we will bring your order out to you? Really? Why, so you can cheat your timer? Corporate has to know the time metric is complete BS since restaurants have been known to have employees and/or managers drive laps thru the drive thru just to get the average time down. Having me pull forward skews the real time and does a disservice towards the overall experience. Corporate must know this yet continues to measure restaurants on how fast they can serve a customer. Is this just so they can pat each other on the back?

/yes it is a pet peeve of mine
//I will pull forward but you will bring me a free drink or desert

Yeah, so in order to get back at that dickish corporation I'm going to penalize and hassle the people with the least amount of influence over the policies they are forced to adhere to. Also, if there is anyone in line behind me, f*ck them too!


You're missing the point. The point is that the restaurant is timed to ensure that service is provided as quickly and efficiently as possible. If they don't provide quick and efficient service, the timer will reflect this. So yes, if you order an inordinate amount of food, it's reasonable for you to pull forward and have them bring it to you. If you order a Big Mac meal with a large Coke, and they can't get you your food within the allotted time, I'm not going to help you cheat on your metrics.

Don't blame the guy in the car who won't pull forward for holding you up. Blame the restaurant for their inability to provide speedy service.
 
2013-04-24 01:19:58 PM  

dj_bigbird: CaptSS: This is along the same lines as fast food restaurants asking me to "pull forward" and we will bring your order out to you? Really? Why, so you can cheat your timer? Corporate has to know the time metric is complete BS since restaurants have been known to have employees and/or managers drive laps thru the drive thru just to get the average time down. Having me pull forward skews the real time and does a disservice towards the overall experience. Corporate must know this yet continues to measure restaurants on how fast they can serve a customer. Is this just so they can pat each other on the back?

/yes it is a pet peeve of mine
//I will pull forward but you will bring me a free drink or desert

It's also so you're not holding up the parade for the customers behind you.


Actually there is a Popeyes near me that is notorious for making you pull forward for... anything. Order a few pieces of chicken? Pull forward and we'll bring it out! I mean, you go by there almost any time of day and there are just people waiting everywhere. Having to pull forward every once and a while is acceptable, because I'm nice, but every time? No way.
 
2013-04-24 01:24:38 PM  

A Shambling Mound: CaptSS: This is along the same lines as fast food restaurants asking me to "pull forward" and we will bring your order out to you? Really? Why, so you can cheat your timer? Corporate has to know the time metric is complete BS since restaurants have been known to have employees and/or managers drive laps thru the drive thru just to get the average time down. Having me pull forward skews the real time and does a disservice towards the overall experience. Corporate must know this yet continues to measure restaurants on how fast they can serve a customer. Is this just so they can pat each other on the back?

/yes it is a pet peeve of mine
//I will pull forward but you will bring me a free drink or desert

Yeah, so in order to get back at that dickish corporation I'm going to penalize and hassle the people with the least amount of influence over the policies they are forced to adhere to. Also, if there is anyone in line behind me, f*ck them too!


If that were the case I wouldn't have an issue. However, I went to Burger King last Thursday and Sunday, both times around 11:30pm. I was the ONLY customer in the drive thru. Yet both times I was asked to pull forward. Sunday I had the pleasure of reversing back thru the drive thru to the window as the order was wrong. I wish these were isolated incidents but they aren't. It seems to be SOP for this particular Burger King. McDonalds does it on occasion but I am happy to oblige because there is always someone behind me. Always.

And why should I pander to their arbitrary time metric when it serves no real useful purpose?
 
2013-04-24 01:38:38 PM  

dj_bigbird: CaptSS: This is along the same lines as fast food restaurants asking me to "pull forward" and we will bring your order out to you? Really? Why, so you can cheat your timer? Corporate has to know the time metric is complete BS since restaurants have been known to have employees and/or managers drive laps thru the drive thru just to get the average time down. Having me pull forward skews the real time and does a disservice towards the overall experience. Corporate must know this yet continues to measure restaurants on how fast they can serve a customer. Is this just so they can pat each other on the back?

/yes it is a pet peeve of mine
//I will pull forward but you will bring me a free drink or desert

It's also so you're not holding up the parade for the customers behind you.


Faulty logic- I'm not holding up the people behind me- they are holding up the people behind me.
 
2013-04-24 01:41:11 PM  

giftedmadness: This is the main problem. I wirked retail for six years and had to do this all the time. It's a GOP Business thing for sure. If the numbers are right then everything is going all right. All your boss cares about is if they look good to their boss and they can "back that up" with figures and fudged facts, who cares if the day to day operation is crashing.


Lol....fark, where even the most mundane business story is an example of why the GOP sucks. FFs.



GOP stands for General Operating Procedure. You're assuming too much,

teamshocker.com
 
2013-04-24 01:44:29 PM  

A Shambling Mound: CaptSS: This is along the same lines as fast food restaurants asking me to "pull forward" and we will bring your order out to you? Really? Why, so you can cheat your timer? Corporate has to know the time metric is complete BS since restaurants have been known to have employees and/or managers drive laps thru the drive thru just to get the average time down. Having me pull forward skews the real time and does a disservice towards the overall experience. Corporate must know this yet continues to measure restaurants on how fast they can serve a customer. Is this just so they can pat each other on the back?

/yes it is a pet peeve of mine
//I will pull forward but you will bring me a free drink or desert

Yeah, so in order to get back at that dickish corporation I'm going to penalize and hassle the people with the least amount of influence over the policies they are forced to adhere to. Also, if there is anyone in line behind me, f*ck them too!


There is some logic to that. If I "penalize and hassle" the employees of "that dickish corporation", then no one will want to work for them, and they will have to change or go out of business. If I "f*ck" the people in line** then they stop patronizing "that dickish corporation", and they...have to change or go out of business.

**I don't think that waiting for my food is me "farking the people in line"- it's the employees who are holding things up, not me.
 
2013-04-24 01:46:07 PM  
I can only assume that whoever came up with the idea that anything less than an all 5 rating all the time, when the survey usually indicates 3 is 'meeting expectations' failed the first exam of their statistics class.

Meaningless polls are meaningless.
 
2013-04-24 01:56:40 PM  

spman: The point is that the restaurant is timed to ensure that service is provided as quickly and efficiently as possible. If they don't provide quick and efficient service, the timer will reflect this.



When I worked at Taco Bell we were instructed by store management to just clear long running orders out of the computer so as to keep wait times artificially low. We would just tape the printed receipt up so that nothing was forgotten. If we had a customer who wouldn't pull into a parking place, we would just keep clearing orders out of the system and stop taking new orders until the snarl was resolved. That timer doesn't include the time you wait after hearing "I'll be with you in just one moment."

You're not farking the franchisee over by refusing to pull forward. You're just arbitrarily increasing the wait time for the people behind you. Maybe it's not fair, but that's all you're really accomplishing.
 
2013-04-24 01:59:16 PM  
If you don't ask, you don't get.
 
2013-04-24 02:04:28 PM  
so the moral is get your keester out of the car and go in and pick up your order??
 
2013-04-24 02:08:34 PM  

sedric: so the moral is get your keester out of the car and go in and pick up your order??


Drive-thru customers also received priority treatment because it was generally assumed that people who come into the dining room are in less of a hurry.
 
2013-04-24 03:16:41 PM  

Pope_Rodger: dj_bigbird: CaptSS: This is along the same lines as fast food restaurants asking me to "pull forward" and we will bring your order out to you? Really? Why, so you can cheat your timer? Corporate has to know the time metric is complete BS since restaurants have been known to have employees and/or managers drive laps thru the drive thru just to get the average time down. Having me pull forward skews the real time and does a disservice towards the overall experience. Corporate must know this yet continues to measure restaurants on how fast they can serve a customer. Is this just so they can pat each other on the back?

/yes it is a pet peeve of mine
//I will pull forward but you will bring me a free drink or desert

It's also so you're not holding up the parade for the customers behind you.

Actually there is a Popeyes near me that is notorious for making you pull forward for... anything. Order a few pieces of chicken? Pull forward and we'll bring it out! I mean, you go by there almost any time of day and there are just people waiting everywhere. Having to pull forward every once and a while is acceptable, because I'm nice, but every time? No way.



You eat too goddamn much fast food, my friend.
 
2013-04-24 03:26:27 PM  

Jument: Pope_Rodger: dj_bigbird: CaptSS: This is along the same lines as fast food restaurants asking me to "pull forward" and we will bring your order out to you? Really? Why, so you can cheat your timer? Corporate has to know the time metric is complete BS since restaurants have been known to have employees and/or managers drive laps thru the drive thru just to get the average time down. Having me pull forward skews the real time and does a disservice towards the overall experience. Corporate must know this yet continues to measure restaurants on how fast they can serve a customer. Is this just so they can pat each other on the back?

/yes it is a pet peeve of mine
//I will pull forward but you will bring me a free drink or desert

It's also so you're not holding up the parade for the customers behind you.

Actually there is a Popeyes near me that is notorious for making you pull forward for... anything. Order a few pieces of chicken? Pull forward and we'll bring it out! I mean, you go by there almost any time of day and there are just people waiting everywhere. Having to pull forward every once and a while is acceptable, because I'm nice, but every time? No way.


You eat too goddamn much fast food, my friend.


Did. I stopped going, as much as I love Popeyes fried chicken. At first I was pissed over the pull-forward procedures, then I realized that I was losing weight so I got rid of almost all fast food and started exercising and eating better.

/looking good
//well, good for an internet nerd
 
2013-04-24 04:30:49 PM  

fredklein: It's also so you're not holding up the parade for the customers behind you.

Faulty logic- I'm not holding up the people behind me- they are holding up the people behind me.


Only if YOU don't pull forward.  See how that works?  Orders can be filled in an optimal non-sequential way, while the drive thru window encourages unnecessary serialization.   Your problem is that you don't like that the solution that's optimal for the world at large isn't ideal for you, and you're framing your meaningless protest in terms of metrics.  More importantly, I think you're entirely wrong.  The timers they run off aren't magnetic sensors in the ground, they are the times on hitting the buttons on the screen.  If you pull forward, I don't know why you'd assume the metrics change, at all.  All you're doing is keeping your abnormal food prep time from affecting other people's order times as much.
 
2013-04-24 05:15:27 PM  

Pincy: SharkaPult: KelvinTheClown: The gal at Applebee's asked me to give her a perfect score on the survey on the receipt, and the guys at Tires Plus asked me to  on the follow up phone survey. Working in franchise retail means bending over for a lot of stupid corporate BS.

Also, the Consumerist blows donkey.

As a former retail drone at both Circuit City and Sears, I can confirm that responding with anything less than a perfect "10" on the surveys was considered a failing grade according to management and corporate.
Stupid?  Absolutely.  The store (and YOU) were graded on those also.  But that was the way it is.  We were trained to basically beg for 10s on the surveys when they popped up.

I think from now on if I ever fill out a survey and they have a place for freeform repsonse I'm going to tell them that it is completely ridiculous to expect perfect 10s on every survey and it forces their employees to beg for 10s which then makes the survey results meaningless.

Not that this will probably help, but at least they'll know why I am not giving perfect 10s across the board.


you realize youre screwing the people who can LEAST afford to get screwed right?
If the employee didnt rape your dog and put your sister in a cage, give them the damn highest score... put whatever you want in the comments, but give the drones the score they need to feed their family.

/retail drone
//If youre "satisfied" weve failed.
 
2013-04-24 05:34:07 PM  

dj_bigbird: Clemkadidlefark: Opps

What does "opps" mean?


Of all the grammar errors I encounter on the internet, for some reason, the "opps" things bothers me the most.
 
2013-04-24 06:39:34 PM  

moonage daydream: dj_bigbird: Clemkadidlefark: Opps

What does "opps" mean?

Of all the grammar errors I encounter on the internet, for some reason, the "opps" things bothers me the most.


thumbnails.visually.netdna-cdn.com
 
2013-04-24 07:25:41 PM  
If Pizza Hut really wants perfect service scores, they'd deliver beer (and/or weed) with every pizza.

/delivered for the Hut for a couple months in the early 90s. If I'd been willing to take the risk of getting fired, I could have made a small fortune delivering beer on the side. Plenty of customers asked if I'd be "willing to stop at the convenience store" for them...
 
2013-04-24 09:17:35 PM  
fark Pizza Hut. I live 5 miles away and they won't deliver.
 
2013-04-25 09:41:44 AM  

WordyGrrl: If Pizza Hut really wants perfect service scores, they'd deliver beer (and/or weed) with every pizza.

/delivered for the Hut for a couple months in the early 90s. If I'd been willing to take the risk of getting fired, I could have made a small fortune delivering beer on the side. Plenty of customers asked if I'd be "willing to stop at the convenience store" for them...


fastfood.freedomblogging.com

Dominoes:  Your order makes you sound stoned.  Would you like some lava cake?
 
2013-04-25 09:50:15 AM  

Mr Guy: fredklein: It's also so you're not holding up the parade for the customers behind you.

Faulty logic- I'm not holding up the people behind me- they are holding up the people behind me.

Only if YOU don't pull forward.  See how that works?  Orders can be filled in an optimal non-sequential way, while the drive thru window encourages unnecessary serialization.


They are the ones who set up the system, not me. I only find it fair that they work within the rules they have set up.

Your problem is that you don't like that the solution that's optimal for the world at large isn't ideal for you, and you're framing your meaningless protest in terms of metrics.

My problem is, it's set up as 'first come, first served', and the restaurant wants to violate that when it's convenient for them.
 
2013-04-25 04:07:24 PM  

fredklein: They are the ones who set up the system, not me. I only find it fair that they work within the rules they have set up.


And if the system involves the occasional person who needs to pull forward, where's the fairness impact in everyone being served at the first available time.

fredklein: My problem is, it's set up as 'first come, first served', and the restaurant wants to violate that when it's convenient for them.


It's set up as a way to improve over all speed for the maximum number of customers consistently.  Your restriction is arbitrary.
 
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