Chirag(Rock) Parikh and team elite presentation!!!

1. D5Elite Co-Manager
team

2. Driving OSAT
FRESH FRIENDLY

3. Quarter 3 Results
Division
Nashville
Store
Number
Number
of
Surveys
per
month
Overall
Satisfaction
Overall
Satisfaction
Period 10
Pharmacy Cashiers Baggers
Meat/
Seafood
Produce Bakery
62 505 345 64% 63% 78 66 57 65 62 63
62 517 300 64% 65% 89 71 67 63 65 61
62 552 190 64% 69% 77 72 63 65 67 74
62 677 565 70% 71% 83 72 72 71 70 73
62 854 380 68% 69% 97 71 66 74 76 71
62% Average 356 67% 67.4% 84.8 70.4 65 67.6 68 68.4
335 Per
Month
+5% over
Division
Average
+5.4% All metrics above division average

4. Want to See how we did
it?

5. Rock Parikh
Store 677

6. Associates Development and Empowerment +
Consistent Engagement=Highly Satisfied Customers

12. Anna Thrasher
Store 517

13. Self Check-out
&
OSAT
How can we improve OSAT by increasing SCO utilization?
1) “Ask me how Badges”
2) Weekly Engagement Topic
3) Daily Coaching

14. “Ask me how” Badges
Our customers can earn up to 50 fuel points by taking the
Customer Satisfaction Survey. This means, in just 4 weeks
they could save up to 20 cents each gallon of gas.

15. WeeklyEngagement Topic
We, as FE supervisors, FE management, Store Management
and District Staff ask the SCO about the topic. If they know it
and are practicing it they get rewarded with a high-five, “way
to go”,
or Cultural Currency

16. Coaching every associate daily
Having a positive coaching conversation with each and
every SCO attendant, cashier and supervisor as they arrive.
Rewarding associates when we see them choose to engage
and Highly Satisfy Customers

17. Results
By focusing on these 3 things
1) “Ask me how” Badges
2) Weekly Engagement Topic
3) Daily coaching
We have been able to improve both our SCO
Utilization and OSAT

18. Justin Fowler
Store 677

19. Friendly
Being In-Stock

20. Friendly
~Order Reviews
~Sale Items
~Free Friday Downloads

22. Driving OSAT
FRESH FRIENDLY

24. Cedric Mansell
Store 854

25. Sanitation

26. Clean = Fresh

27. Daily Spot Mop Check
 Name: Time: Date: Signature:
 _____________________ 9am
 11am __________

 1pm __________
 3pm __________
 5pm
 7pm
 Management:


28. Calvin Parker
Store 552

29. Product Freshness

30. Primetime Freshness

31. PM Scheduling Adjustment

32. 1 Simple Plan, 5 Simple
Stratagies
FRESH FRIENDLY

33. Associate First Store Walks

34. RESULTS!!!
Q3 OSAT for our five stores: 67
Q3 Division average: 62

35. We are confident that any store that
adopts this plan will see similar results!!
Friendly-Train, Huddle, Engage-Friendly Fishing and
Friendliest Associate of the Month
SCO-”Ask me How’ badges, Weekly Engagement Topics,
Daily Coaching
OOS-Order Reviews, Sale Items, Free Friday Downloads
Sanitation-Floor sweeps, Daily spot mop checks
Product Freshness-Prime Time Scheduling overlap
Handouts are available

36. Off to Drive OSAT