No, not really. I think it’s similar to NPS. It’s visible to the store clerks to allow them to correct their mistakes on the spot, instead of having to involve corporate teams. It’s the same idea as the one behind short development cycles. It gets you faster to the goal. And the ultimate goal for the company is to provide good service and not to have another way to evaluate employees.
How could store clerks correct or even understand their mistakes just by seeing a frowny push? The data most likely do go to corporate (which will return to the PoS as retribution), as evidenced by distress seen on the staff's faces when the frowny button was pushed.
NPS is a disaster. Since it's directly tied to financial consequences for staff, (1) staff beg for 10s, (2) anyone who knows how NPS works and has a conscience always gives 10 in order to protect staff from maangemetn abuse.
I never understood why they even bother with 5- or 10-point systems when the only "good" signal is a 10. If that's all you want to collect, just ask me if I was happy or not. Don't give me a bullshit range and hope I know that only the most sparkling of reviews will save the employee I actually like.
Doing NPS is impossible, because nobody will use the intermediate ratings.
Besides, people are pretty much incoherent about what is the difference between a 3 and a 7. Some people's 3 are a much higher rank than other people's 7.
Putting 10 options in front of random people is mostly useless. There are very few places where it will lead to meaningful choice.
Netflix documented this pretty well. They also know that a 3 on a Monday means something different than a 3 on Friday night, even from the same person.
These and other things came out of the competition to improve the success rate of the recommendation system.
> How could store clerks correct or even understand their mistakes just by seeing a frowny push?
Because they are humans? Doesn't everybody learn from their mistakes? Some are worse at it than others, sure, but that's what upper layer of data analysis is for...
I've worked as a store clerk. You don't get positive reinforcement for doing a good job. You just get yelled at if you screw up. Or somebody else screws up. Or nobody screwed up but the manager expects you to be superhuman.
