Staff Service Analysis

PT Allahabad Vinayak City Centre

Pre EOSS Detractors & Staff Service HI

Staff Service (Week) Detractor Passive Promoter Grand Total HI

Week 37 176 245 678 1099 46%
Week 38 141 187 537 865 46%
Week 39 180 193 397 770 28%
Grand Total 497 625 1612 2734 41%

2
During EOSS Detractors & Staff Service HI

Staff Service (Weeks) Detractor Passive Promoter Grand Total HI

Week 40 274 282 649 1205 31%

Week 41 265 250 652 1167 33%

Week 42 150 152 491 793 43%

Week 43 95 119 485 699 56%

Grand Total 784 803 2277 3864 39%

3
 Observations :-
Week 39 to Week 43 were the most hit
It was the start of EOSS period
Basis analysis of Verbatims, the following reasons came out for hit
on Staff Service HI:
Staff Interaction
Availability of staff
Rigorous tracking of feedbacks was missing

4
 Action Plan :-
Rigorous and daily tracking of feedbacks, analysis on all negative
verbatims and working on them.
Better roster planning, break roster also to be planned if required
for ensuring staff availability on floor all the time.
Regular refreshers on Hattrick hygiene for the staff.
Cashiers to be trained on how to talk and take feedback from
customers.

5
 Staff Service Current Week (44)

wk 44 wk 44 wk 44 wk 44 wk 44 wk 44 wk 44 wk 44

mon tue wed thu fri sat sun WTD

alld

billing HI 81% 70% 52% 59% 84% 69%

Pricing HI 55% 45% 45% 47% 56% 46%

Product HI 37% 40% 42% 35% 66% 42%

RNV HI 51% 42% 51% 45% 55% 49%

Staff Service HI 57% 36% 50% 46% 62% 49%

Store HI 56% 46% 49% 47% 61% 50%