If you can read this, either the style sheet didn't load or you have an older browser that doesn't support style sheets. Try clearing your browser cache and refreshing the page.

(The Consumerist)   Pizza Hut franchise tapes letter to boxes begging customers to give them perfect service scores   (consumerist.com) divider line 10
    More: Interesting, Pizza Hut, paid survey  
•       •       •

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»



Voting Results (Smartest)
View Voting Results: Smartest and Funniest


Archived thread
2013-04-24 01:38:38 PM
1 votes:

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 01:19:45 PM
1 votes:

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 01:03:16 PM
1 votes:

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 12:38:17 PM
1 votes:

Cheeseface: As someone who quit the corporate world in part because of these ludicrous polls, I'm not surprised in the least.

Seriously, what's the point of these surveys if anything besides the top score is unacceptable? Working at a FedEx Office was like living in a real-world Catch-22 situation, nothing can please corporate lapdogs.


This. We do something similar at my company and it's judged similarly. Perfect scores are the only acceptable responses.

The farked up thing is that we do business with a lot of military guys who have a habit of putting all "3's" on their surveys, which to them means "everything was good" but to our overlords is interpreted as "FAIL". But then you reach out to them to see what we could have done better and they tell you "Nothing! Everything's great which is why I replied 'above average'".

There's a huge disconnect between our leasership caste and the environment they've created for us worker bees.
2013-04-24 12:01:13 PM
1 votes:
This trend is probably symptomatic of the aversion-to-average, everybody's special trend in society. I virtually never give a highest (or lowest) score on a survey. Even if I had no complaints, I'm only giving a 9 out of 10. It's just my nature. Something could always be better.
2013-04-24 11:55:33 AM
1 votes:

Schroedinger's Glory Hole: Kind of like no-ID required voter registration forms packaged with your 0bamaphone.



i865.photobucket.com
2013-04-24 11:52:26 AM
1 votes:
It sounds like this was for an internal review system and not public review system like Yelp or Google. These franchises and corporate stores are under such a ridiculous amount of pressure to produce impossibly perfect review scores that I don't blame these guys at all. When you deal with the public you can be assured that the people most pleased with your service are incredibly unlikely to provide positive feedback and the people most likely to give you a f*cking stroke from the mental gymnastics required to even interact with them civilly will post all over the place about how terrible your business is.
2013-04-24 11:49:36 AM
1 votes:

Schroedinger's Glory Hole: Kind of like no-ID required voter registration forms packaged with your 0bamaphone.


....which got started under Reagan, but we won't quibble about stupid facts.
2013-04-24 11:46:31 AM
1 votes:
When's the last time you were handed a customer survey and *weren't* instructed that "anything less than perfect is failing"?
They have to know that destroys the actual value of the data.
But it's been going on so long, I figure it has to be intentional, right?

Because when you cue people to consider their visits, not on their own merits, but purely in terms of whether or not it was so bad that someone should be fired, that can't help but make people easier to please. (You reset their expectations from "this should be a good experience" to "this should be adequate" and encourage them to mentally minimize any non-firing-offense annoyances.)
2013-04-24 11:43:19 AM
1 votes:
Pizza Hut is the worst pizza in America.

That said, I'll take their side over The Consumerist any day.
 
Displayed 10 of 10 comments

View Voting Results: Smartest and Funniest


This thread is archived, and closed to new comments.

Continue Farking
Submit a Link »






Report