Archive for September, 2011


Today’s ‘Word to the RetailWise’ is…actually a question: Should you gently nudge your customers to give you a high score on their Customer Service Survey?

Recently, I was shopping in one of my favorite stores – they have clothing and accessories for men, women, kids, infants; they have houseware and pictures and exercise stuff, etc. It’s a great place to shop for gifts, as well as for yourself.

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Anyway, when I got to the cash desk to pay for my purchases, the cashier was unusually…and, I must say, unaturally… sweet and I knew immediately that something was up – you know the kind of talk that is clearly for show?

I was right…something was up. At the end of the transaction she handed me my receipt and circled a website name printed on it. She said I should complete the survey online and I would have a chance to win $1,000. She added “remember, we strive for 5”.

Also, she had stapled a small blue piece of paper, with a note on it, to my receipt. It was a reminder, to me, that they are striving to score “5” on the survey.

So, is it a good thing or a bad thing to nudge your customers to give you a “5”? What do you think? Was this great work by an enterprising Store Manager? Or a ploy to ‘game the data’ on the Customer Service Survey? Would you do it? If you’d like to tell us what you think, please go to and leave your comments.

All the Success!
DMSRetail Inc.

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Retail Management

Ultimate Retail Success Collection
September 2011
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