Take Action Sign up for the Customer Experience Survey (Talk to Ace) program by going to the Customer Insights Enrollment and Maintenance Portal: https://acehardwareregistration.gallup.com/ Visit the Retail Analytics Dashboard and click on Overall Customer Satisfaction to see your score. Use the OSAT Playbook at www.bit.ly/OSAT_Playbook as a best practice guide to identify your opportunities and take action. The OSAT Playbook is also located on the Helpful Experience Dashboard under the Resources tab: https://acehardware.medallia.com/acehardware/ OR on ACENET > Manage My Store > Helpful Experience Programs. Use surveys to recognize employees by sharing positive feedback, posting praise to bulletin boards, etc.
How is it measured?
80 surveys minimum in a rolling 12 months and an OSAT Score ≥80%
80 surveys minimum in a rolling 12 months and an OSAT Score ≥85%
Pinnacle Target
Platinum Target
Overall Customer Satisfaction is scored on a scale of 1–5. The Platinum/Pinnacle targets represent the percentage of customers who rate a store a “5.” For example, your store collects 100 surveys and 90 customers give you a 5 on the overall satisfaction question. Your Overall Customer Satisfaction Score is 90%. Stores must collect a minimum of 80 surveys over a rolling 12 months. Stores must meet or exceed the target once in the calendar year to achieve Platinum or Pinnacle status.
Contact information: storeoperations@acehardware.com or 630.472.4784
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