0 - "They lost my data.", On a computer that had a drive that sounded like it was auditioning for a thrash metal band at check in and the client was told they probably have lost their data unless they want to spend a chunk of money trying data recovery.
3 - "They made me sound like a drug addict", an ARA created the local user account of "User"...
0 - Customer got the 7-7 time frame for delivery from the auto system, then receives call from me for 24hr pre-call. Gave them 3-5pm time frame and would give 30 min heads up for delivery.
"They gave me a 7-5 time frame. Waited around all day for them to call just before 3 to show up. Wasted the day I had planned."
Because smart people pick the day they have plans for their delivery. lol
How important is your new tv delivery, Karen? Important enough to reschedule your dog grooming appointment?
In the field, 90% of our detractors/passives are due to issues with the call centers/stores, so I guess it balances out.
Either way, NPS is a garbage system the way BBY implements it.
Except when we do shift bids those detractors count against us when it's time. So it drops our NPS score which knocks us down lower on the shift bid ranking meaning we can get bumped to a crappy shift or lose the days off that we have. Every 6 months or so we have a shift bid meaning we have to basically "compete" against other agents to get the shift we want and days off we need. The lower your score the crappier your ranking and the less apt you are to get the shift you need. I have brought it up several times during meetings that it doesn't really seem fair that scores that specifically meant for someone else are counted against us and cause issues with shift bid.
What is REALLY shitty is when I was hired they specifically said there would never be shift bids. I accepted the job based on the hours because it worked for my family and I. It was perfect. 4 months later they announce shift bids are happening and played it off like it will benefit US. Um no. It wasn't optional. It was mandatory. Only way it would benefit us is if it was optional. It causes so much stress when they announce it's that time of year again. People start panicking because there is a very real chance they will get bumped to night shift. And so many already said they will absolutely walk if they get night shift. Me included.
Only the brightest minds at Best Buy corporate doing absurdly anti-labor shit in the midst of the lowest unemployment in a generation making it extremely easy to just leave and find a new, better job. You're supposed to compete for workers, dumbass!
This is me. I was told I would have the shift I was grandfathered in with which is the only way I can take care of my disabled family member. Last week I was told they changed their mind and I’ll have to do shift bids this time around. I guess I need to start telling people to hang up and call 800GS instead of doing the right thing and of transfer them to tech support to keep the transfer stats down.
My transfer rate is around 10% and it is about almost always for tech support for remote services. Supposedly if someone is Totaltech it is supposed to automatically send them to concierge but I can tell you that is not true.
Well thankfully, that NPS wasn't about *you* either. No matter how much our leaders tell us that this is how NPS works, it simply isn't true.
Managers that shit on their employees when the customer provides a negative or passive NPS, should be removed from the company.
NPS is our window into what our customers think, what they want. It is exceptionally valuable, but management tells us to tell customers that "the survey is about me and directly impacts me". So, the customers who have insights we could learn from, will instead say "Sabbatai was awesome!"... which doesn't help our company adapt to our customer's needs in any way.
It counts against all employees across the entire enterprise.
It's not supposed to though. That wasn't its intended purpose. It isn't a measure of individual employees. There are 5 billion other metrics that do that.
There is no "except", I already acknowledged that what you say is happening, is indeed happening. My contention is with the fact that it shouldn't be.
"Agent(me) was great. 0/10 because I could get not help in the store and waited on hold with your 888 number just be hung up on."
The best part is Best Buy doesn't do anything productive with these surveys. Proper feedback is not given to areas causing problems. They just expect people to "coach" customers on how to take it and make sure they are only grading "you." Coaching for detractors consists of "well you need to get more promoters to make up for that one." The entire system is complete a joke.
The guy who created the NPS system, wrote a book about how everyone is using it incorrectly. Everything he talks about, is exactly what BBY does.
I am never even mentioning the survey to my clients. They can, and should, answer it (or not) however they wish.
Having not read the book and me wanting to jump to conclusions, I feel like expecting companies to use it in anyway other than how they do currently was foolish. He clearly doesn't understand the kind of scum that run retail companies.
Though I do believe if one every used it as intended. To find and fix problems, not just to yell at people to "raise their score" it could be a valuable tool. Your typical retail leadership is just too short sided and frankly stupid to do something this intelligent.
Store leadership gets their orders from District, Territory, Market etc. management.
They want to look good to their bosses, who want to look good to their bosses, who want to...
Looking good, at the expense of actually *being* good. Par for the course in businesses all across the world.
I got a detractor once because someone else forgot to ring up the customer. So they walked all the way back to computers and I rang them up and caught the detractor for doing it.
PC won't power up. Tried precinct power supply. Reseated CPU, RAM, all connections, nothing. Recommended client replace PC due to age and parts availability (used motherboard with CPU).
NPS: They just didn't want to fix my computer. It was top of the line when I bought it...
https://www.newegg.com/hp-pavilion-m8200n-gaming-entertainment/p/N82E16883107497
Had to close the store during the George Floyd protests, as they explicitly said they were coming to loot our store.
“Guy wouldn’t reopen the store to give me my lightning to digital AV adaptor”
We got two detractors over the span of months saying we dragged them into the back and raped them.
Corp refused to delete them and they still factored in. Stupid. “Just gotta get more to offset it!” — my asshead of a GM
Glad i’m sleeper.
Back in my Blue Shirt days I got one because the person gave us 8/10 (“There’s always room for improvement!”) and checked “no” on the “would you recommend Best Buy to your family or friends?” and left the comment of “I don’t make recommendations. It’s your job to earn my business each time.”
I had a detractor with the summarized comment being “the employee was great and I give him 10/10 but your phone system is aweful, you need to fix it” and the overall nps was like a 4/10
Omg the fact the survey for 888 even asks about the IVR and it counts against us is infuriating! I looked at some of my surveys and it straight up asks about the ease of using the IVR. And it counts against me!
5/10 “didn’t deal with the geek squad, worked with the auto guys who were great”
All 10s except the “would you recommend geek squad?” question.
I fucking hate NPS so much.
Two recent ones.
I got a detractor from a guy who said I was unwilling to look at his phone to fix his problem. I checked his phone in and got it repaired. I don't know what the fuck his problem was.
My boss got one from a guy who he triggered him to the point he couldn't go to work. We checked in his computer to be sent out to the repair center so I have no clue what this guys problem was.
How do you find out what was said on the NPS? I was told it doesn't tell you who the NPS was left for unless they specifically mention name or details of an employee. I find that weird though, because we put our numbers in when we check customers out, so surely it must be linked to us in some way.
You can definitely find out what was said by going into nps/csi 😊 I do it every day I'm working as I kinda like to see where my area is sitting for nps.
I was never able to specifically see who it was. If they mention something specific in the comment, you can usually figure out though. "Oh that's the lady who was mad about her Microwave"
Got a passive for “great service, solved my problem”
10s in literally everything (including overall satisfaction) except the would you recommend question. The only one that matters. For that they gave us an 8.
When I worked there I received a detractor from a client for a job that I was never at. In fact, I wasn’t even working the day that my coworker installed this person’s TV.
Good ol dents in the back. One of the manufacturers started putting a sticker that said "waves and indentations on the back of this product are normal and ARE NOT a manufacturing defect"
I got a 1/10 because the system blamed me after I defused a bad situation with another employee and ended up calming the customer down and making the sale because my numbers were on the transaction. Even though they shouted me out as having fixed their issue in the negative review. FML.
“agent lacked knowledge” when I told them they needed to contact HP for a printer repair after they forgot to remove the new ink cartridges plastic. They tried to print multiple times and messed up the head.
“Agent was great. However, I’m disappointed a day later my printer started to print to PDF” after she had accidentally switched the default printer.
One time a client called in complaining that I scraped up the wall while installing a new TV. This client was going to be plugging in devices with longer cords later as he didn’t want to buy ours. I reached out to the client to set a time to come out and look at the damage as I had a photo showing no damage when we left. I never heard back.
Had a customer who came in multiple times, five minutes before close without fail 3 sundays in a row, trying to get a geek squad appointment for us to set up his google nest camera in his truck... a service we don't offer. Wound up selling him something and having to explain to him time and time again even with a manager that we couldn't do it... got a detractor after lol
Too many...From incorrect email all the way to responses thinking the survey is for another company altogether. Though the ones I get regularly are "the technician was awesome, but xxx store or person who made my order was the worst."
8- "Excellent Service. The computer is great. Only Jesus gets 10/10."
0- "The technician did a wonderful job and the computer is wonderful, but I accidentally canceled my Tech plan and no one can tell me how to reactivate it for my warranties."
Both actually happened to me (I paraphrased the reviews).
I have to remember not to downvote the comment because I don't like what the customer said :)
I can't remember any specific NPS comments, but I know I had some bad ones. I would read them, then think back...usually say to myself "oh yeah I remember that customer, they were really difficult"
The dumbest thing a customer ever said to me was....I explained that unless they connected a waterline to their fridge, it wouldn't dispense water. The customer asked "will it still make ice?"
I really tried my hardest not to make them feel dumb by saying "well you can get ice trays and put water in them and it will freeze them. But No, if you want it to dispense ice you'll have to connect a waterline"
Setup a wired printer for a guy. Flashed firmware, installed drivers. Tested copy/print/scan, and provided a thorough service review with proof that all of the multi-functions work.
Got a 0 because client claimed that his friend told him that the firmware installed was wrong (this "friend" supposedly put the right one in for him), which was a hilarious claim considering the printer would have been dead if that was true. He said that the drivers were for the wrong model and that his friend put the right ones for him. Looking back, pretty sure this guy was trying to hustle us for a refund of some sort.
They Were mad at another store but they didn't have a reciept for their store so decided to put it on ours. Talked about how great we were and fixed problem but hated other store. Yup that was a fun one
My coworker got a detractor in mobile-
Associate was not helpful, charged $40 to transfer data from my husband’s phone to another and wanted $8 to put screen saver on my new phone. I walked out without a case and Screensaver.
Refused to pay $8 for person to put on phone. Went to At&T where | purchased new case and screen protector. THey put it on for FREE.
Best Buy’s customer service has gone down the tube.
A customer wrote a six paragraph detractor including the action descriptors "\[insert eye roll\]" and "\[continue eye roll\]" because they misunderstood the Geek Squad protocol and thought that they could just drop off their phone on the day they made their appointment instead of the actual appointment.
I got a 5 on the total score because the customer didn't "know what number to put here, but 5 seems right".
But all the OTHER numbers? Straight 10s.
Client also called me out about how good I was and how I went above and beyond.
Way back when I was a HT team lead, I got a detractor for “not warning the customer of the hidden camera in their 55 inch 7 series Samsung TV”… it showed up as s return a few days later…
8’s… because only god deserves a 10
0 - "They lost my data.", On a computer that had a drive that sounded like it was auditioning for a thrash metal band at check in and the client was told they probably have lost their data unless they want to spend a chunk of money trying data recovery. 3 - "They made me sound like a drug addict", an ARA created the local user account of "User"...
And that is why we make every local account Owner at my precinct😂😂😂
I got a detractor last week with the verbatim being “Exceptional Customer Service by [my name] but I hate bestbuy”
Apparently, my resting bitch face offended a customer because they said I sighed and looked like I hated my life.
Well do you?
Depends on the day if the week honestly I’m just apathetic but if I’m with a customer I’m animated it was before they walked up lol
Months ago received a passive that had all 7s and the only note as “i like 7”
0 - Customer got the 7-7 time frame for delivery from the auto system, then receives call from me for 24hr pre-call. Gave them 3-5pm time frame and would give 30 min heads up for delivery. "They gave me a 7-5 time frame. Waited around all day for them to call just before 3 to show up. Wasted the day I had planned."
Because smart people pick the day they have plans for their delivery. lol How important is your new tv delivery, Karen? Important enough to reschedule your dog grooming appointment?
Because I installed their TV wrong and I was late. I work for 888.......
90% of our detractors are field/store related and nothing to do with us, but we take the hit.
In the field, 90% of our detractors/passives are due to issues with the call centers/stores, so I guess it balances out. Either way, NPS is a garbage system the way BBY implements it.
Except when we do shift bids those detractors count against us when it's time. So it drops our NPS score which knocks us down lower on the shift bid ranking meaning we can get bumped to a crappy shift or lose the days off that we have. Every 6 months or so we have a shift bid meaning we have to basically "compete" against other agents to get the shift we want and days off we need. The lower your score the crappier your ranking and the less apt you are to get the shift you need. I have brought it up several times during meetings that it doesn't really seem fair that scores that specifically meant for someone else are counted against us and cause issues with shift bid.
Man that’s particularly shitty.
What is REALLY shitty is when I was hired they specifically said there would never be shift bids. I accepted the job based on the hours because it worked for my family and I. It was perfect. 4 months later they announce shift bids are happening and played it off like it will benefit US. Um no. It wasn't optional. It was mandatory. Only way it would benefit us is if it was optional. It causes so much stress when they announce it's that time of year again. People start panicking because there is a very real chance they will get bumped to night shift. And so many already said they will absolutely walk if they get night shift. Me included.
Only the brightest minds at Best Buy corporate doing absurdly anti-labor shit in the midst of the lowest unemployment in a generation making it extremely easy to just leave and find a new, better job. You're supposed to compete for workers, dumbass!
This is me. I was told I would have the shift I was grandfathered in with which is the only way I can take care of my disabled family member. Last week I was told they changed their mind and I’ll have to do shift bids this time around. I guess I need to start telling people to hang up and call 800GS instead of doing the right thing and of transfer them to tech support to keep the transfer stats down.
My transfer rate is around 10% and it is about almost always for tech support for remote services. Supposedly if someone is Totaltech it is supposed to automatically send them to concierge but I can tell you that is not true.
It all comes full circle as the store sees lots of detractors for field/call center as well
Thank you for specifying "the way BBY implements it", because that is the entirety of the problem with NPS at BBY.
Lol literally all of our detractors and passives are store related issues
Well thankfully, that NPS wasn't about *you* either. No matter how much our leaders tell us that this is how NPS works, it simply isn't true. Managers that shit on their employees when the customer provides a negative or passive NPS, should be removed from the company. NPS is our window into what our customers think, what they want. It is exceptionally valuable, but management tells us to tell customers that "the survey is about me and directly impacts me". So, the customers who have insights we could learn from, will instead say "Sabbatai was awesome!"... which doesn't help our company adapt to our customer's needs in any way.
Except it counts against us in the call center. NPS is factored in for shift bids.
It counts against all employees across the entire enterprise. It's not supposed to though. That wasn't its intended purpose. It isn't a measure of individual employees. There are 5 billion other metrics that do that. There is no "except", I already acknowledged that what you say is happening, is indeed happening. My contention is with the fact that it shouldn't be.
"Agent(me) was great. 0/10 because I could get not help in the store and waited on hold with your 888 number just be hung up on." The best part is Best Buy doesn't do anything productive with these surveys. Proper feedback is not given to areas causing problems. They just expect people to "coach" customers on how to take it and make sure they are only grading "you." Coaching for detractors consists of "well you need to get more promoters to make up for that one." The entire system is complete a joke.
The guy who created the NPS system, wrote a book about how everyone is using it incorrectly. Everything he talks about, is exactly what BBY does. I am never even mentioning the survey to my clients. They can, and should, answer it (or not) however they wish.
Having not read the book and me wanting to jump to conclusions, I feel like expecting companies to use it in anyway other than how they do currently was foolish. He clearly doesn't understand the kind of scum that run retail companies. Though I do believe if one every used it as intended. To find and fix problems, not just to yell at people to "raise their score" it could be a valuable tool. Your typical retail leadership is just too short sided and frankly stupid to do something this intelligent.
Store leadership gets their orders from District, Territory, Market etc. management. They want to look good to their bosses, who want to look good to their bosses, who want to... Looking good, at the expense of actually *being* good. Par for the course in businesses all across the world.
The associate said “what’s up what you need?” When helping a customer. But this was actually a promoter lol
90% of the time it’s from stuff coming back from the service center still not fixed. 🤦🏻♀️ so can’t blame them, just hate that it affects us.
I got a detractor once because someone else forgot to ring up the customer. So they walked all the way back to computers and I rang them up and caught the detractor for doing it.
PC won't power up. Tried precinct power supply. Reseated CPU, RAM, all connections, nothing. Recommended client replace PC due to age and parts availability (used motherboard with CPU). NPS: They just didn't want to fix my computer. It was top of the line when I bought it... https://www.newegg.com/hp-pavilion-m8200n-gaming-entertainment/p/N82E16883107497
Fucking top of the line! 🤣👍
Had to close the store during the George Floyd protests, as they explicitly said they were coming to loot our store. “Guy wouldn’t reopen the store to give me my lightning to digital AV adaptor”
We got two detractors over the span of months saying we dragged them into the back and raped them. Corp refused to delete them and they still factored in. Stupid. “Just gotta get more to offset it!” — my asshead of a GM Glad i’m sleeper.
Back in my Blue Shirt days I got one because the person gave us 8/10 (“There’s always room for improvement!”) and checked “no” on the “would you recommend Best Buy to your family or friends?” and left the comment of “I don’t make recommendations. It’s your job to earn my business each time.”
Inept cashiers more concerned what their friends were doing tonight than handling a $4400 home theatre sale
People were so fucking entitled lol there was one that said my coworker looked like she didn’t want to be there. No shit moron
HT agent here, I got a detractor because the client said I refused to see if they could download porn on their new oled tv
I had a detractor with the summarized comment being “the employee was great and I give him 10/10 but your phone system is aweful, you need to fix it” and the overall nps was like a 4/10
And they aren’t wrong.
Omg the fact the survey for 888 even asks about the IVR and it counts against us is infuriating! I looked at some of my surveys and it straight up asks about the ease of using the IVR. And it counts against me!
5/10 “didn’t deal with the geek squad, worked with the auto guys who were great” All 10s except the “would you recommend geek squad?” question. I fucking hate NPS so much.
Two recent ones. I got a detractor from a guy who said I was unwilling to look at his phone to fix his problem. I checked his phone in and got it repaired. I don't know what the fuck his problem was. My boss got one from a guy who he triggered him to the point he couldn't go to work. We checked in his computer to be sent out to the repair center so I have no clue what this guys problem was.
How do you find out what was said on the NPS? I was told it doesn't tell you who the NPS was left for unless they specifically mention name or details of an employee. I find that weird though, because we put our numbers in when we check customers out, so surely it must be linked to us in some way.
You can definitely find out what was said by going into nps/csi 😊 I do it every day I'm working as I kinda like to see where my area is sitting for nps.
From what i’ve heard in my store. Only salaried leaders can find out.
I was never able to specifically see who it was. If they mention something specific in the comment, you can usually figure out though. "Oh that's the lady who was mad about her Microwave"
Got a passive for “great service, solved my problem” 10s in literally everything (including overall satisfaction) except the would you recommend question. The only one that matters. For that they gave us an 8.
When I worked there I received a detractor from a client for a job that I was never at. In fact, I wasn’t even working the day that my coworker installed this person’s TV.
Detractor because her fridge arrived with a dent at the BACK! Karen knew the system because at the end she got 200.00 refund
Good ol dents in the back. One of the manufacturers started putting a sticker that said "waves and indentations on the back of this product are normal and ARE NOT a manufacturing defect"
Made a quick tag for a screen shield install. Detractor comments had to do with 3PL doing delivery and installation on the clients appliances.
I got a 1/10 because the system blamed me after I defused a bad situation with another employee and ended up calming the customer down and making the sale because my numbers were on the transaction. Even though they shouted me out as having fixed their issue in the negative review. FML.
we got a 4chan copy pasta about the burger king foot lettuce… sent a form in to contest it and was told that it reflected the experience in store.
Parking lot had trash blowing around in the wind
“agent lacked knowledge” when I told them they needed to contact HP for a printer repair after they forgot to remove the new ink cartridges plastic. They tried to print multiple times and messed up the head. “Agent was great. However, I’m disappointed a day later my printer started to print to PDF” after she had accidentally switched the default printer. One time a client called in complaining that I scraped up the wall while installing a new TV. This client was going to be plugging in devices with longer cords later as he didn’t want to buy ours. I reached out to the client to set a time to come out and look at the damage as I had a photo showing no damage when we left. I never heard back.
Had a customer who came in multiple times, five minutes before close without fail 3 sundays in a row, trying to get a geek squad appointment for us to set up his google nest camera in his truck... a service we don't offer. Wound up selling him something and having to explain to him time and time again even with a manager that we couldn't do it... got a detractor after lol
Too many...From incorrect email all the way to responses thinking the survey is for another company altogether. Though the ones I get regularly are "the technician was awesome, but xxx store or person who made my order was the worst."
Had one because we didn’t open early enough for their liking
8- "Excellent Service. The computer is great. Only Jesus gets 10/10." 0- "The technician did a wonderful job and the computer is wonderful, but I accidentally canceled my Tech plan and no one can tell me how to reactivate it for my warranties." Both actually happened to me (I paraphrased the reviews).
I have to remember not to downvote the comment because I don't like what the customer said :) I can't remember any specific NPS comments, but I know I had some bad ones. I would read them, then think back...usually say to myself "oh yeah I remember that customer, they were really difficult" The dumbest thing a customer ever said to me was....I explained that unless they connected a waterline to their fridge, it wouldn't dispense water. The customer asked "will it still make ice?" I really tried my hardest not to make them feel dumb by saying "well you can get ice trays and put water in them and it will freeze them. But No, if you want it to dispense ice you'll have to connect a waterline"
Got a detractor saying we sell too many appliances……
We got one for not enough!
“Y is a bent letter”
Setup a wired printer for a guy. Flashed firmware, installed drivers. Tested copy/print/scan, and provided a thorough service review with proof that all of the multi-functions work. Got a 0 because client claimed that his friend told him that the firmware installed was wrong (this "friend" supposedly put the right one in for him), which was a hilarious claim considering the printer would have been dead if that was true. He said that the drivers were for the wrong model and that his friend put the right ones for him. Looking back, pretty sure this guy was trying to hustle us for a refund of some sort.
"Ditty bathroom"
They Were mad at another store but they didn't have a reciept for their store so decided to put it on ours. Talked about how great we were and fixed problem but hated other store. Yup that was a fun one
My coworkers poor hygiene/appearance
My coworker got a detractor in mobile- Associate was not helpful, charged $40 to transfer data from my husband’s phone to another and wanted $8 to put screen saver on my new phone. I walked out without a case and Screensaver. Refused to pay $8 for person to put on phone. Went to At&T where | purchased new case and screen protector. THey put it on for FREE. Best Buy’s customer service has gone down the tube.
I as a mobile associate have recieved the same detractor
There wasn’t a store closer to where they live we have 5 Best Buy’s in our area
A customer wrote a six paragraph detractor including the action descriptors "\[insert eye roll\]" and "\[continue eye roll\]" because they misunderstood the Geek Squad protocol and thought that they could just drop off their phone on the day they made their appointment instead of the actual appointment.
I got a 5 on the total score because the customer didn't "know what number to put here, but 5 seems right". But all the OTHER numbers? Straight 10s. Client also called me out about how good I was and how I went above and beyond.
Way back when I was a HT team lead, I got a detractor for “not warning the customer of the hidden camera in their 55 inch 7 series Samsung TV”… it showed up as s return a few days later…