Starbucks news update: Survey receipts change, and Starbucks to add a Teacher Appreciation card:
Time for a brief news update in the world of Starbucks. Yesterday, April 11, 2012, I dropped by one of my regular Starbucks and received a Customer Voice survey receipt. Something big has changed! The survey receipts (once the customer has completed the survey) now offer the perk of $1.00 off your next purchase, and do not offer a free tall beverage. For a long time, the perk was a free tall-sized beverage.
Just as a reminder, a store’s customer voice results are important to the partners, and Starbucks stresses to managers that their customers need to be “highly satisfied,” which is the highest rating on this survey. One takes the survey at MyStarbucksVisit, after having received a special Customer Voice survey receipt during a store visit.
For me, I prefer the $1.00 off. I definitely grab a quick panani now and then, and I like the flexibility of being able to use a perk on either food or beverage. Also, with a “tall” sized drink (12 ounces), it never feels like quite enough if you’re getting an iced drink. If I am buying an iced drink, I almost always get a “grande” (16 ounces) or “venti” (24 ounces). I’ve always thought that the free tall drinks probably frustrate customers in warm climates where iced drinks make up a large percentage business segment.
Also, there are millions of gold card holders already earning free drink coupons. I know that for me, it feels like I am drowning in free drink coupons.
I recognize that not everyone will agree with me on that, and so I am very curious… What do you think of the change to $1.00 off your purchase?
In other news, a regular reader in Georgia sent me Teacher Appreciation card for my collection. She said she walked into her local Starbucks (which happens to be a licensed location) saw the cards out, and grabbed one for me, thinking of this blog! This is the first time Starbucks has offered a Teacher Appreciation card. As you can see, it says “Thanks, teacher!” on it.
What do you think of the survey change or the new card? Sorry this blog post is sloppy. I am trying to quickly type this out before work!
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Denise I did not analyze the responses but I do not feel like you are in the minority re the change in the reward. I just think the whole process of this change got lost somewhere in the conference rooms at SSC so to speak. Unfortunately, I do not feel that they will go back to the free drink reward and that is a shame. A small gesture of appreciation that they should have kept. I would love to see the stats of the returned surveys to see if the numbers returned are down.
@Purple1 – I agree with your “got lost somewhere in the conference rooms at SSC” comment. One of my first reactions to this news was “the pastry case product manager must have argued against an incentive higher than $1 because $2 or higher would mean giving away free cake pops.”
That’s the kind of thinking that bogs down corporations, but it happens all the time. And what you ultimately end up with is a compromise that’s unsatisfying – as is the case here.
Just a quick comment today. Yesterday I was talking to the Manager at my regular Starbucks. Percent of surveys completed is up and “ratings” are down (she is not a happy camper 🙁 ). Redemption is less than surveys completed and those that are redeeming say the $1.00 is not worth it.
Since Starbucks seems to be pushing beans, how about 50% off a bag of beans (where I bet there is a high profit margin so less cost).
Barista for 6 years. If people ask, I give them grandes for their receipts. Usually discounts – Frappuccino Happy Hours, 2 for 2 Petites – are closely monitored by the computer program we use to ring through orders. This does not happen with the survey receipts. I’ve been know to “Just say Yes” even to Venti orders. Sure, it costs us to do it, but it also helps to encourage customers to come back – hopefully.
Ooooh – I have to comment because, being in Canada, I wasn’t aware of the change to the US program.
At first blush, I like it. I understand frustrations over the change – after all, even if you got a tall coffee or tea for your free beverage before, it was worth more than a dollar. But, the perk wasn’t changed to address a customer concern that the reward wasn’t worth it – it was changed to reflect the problem of being able to get a consistent sample size for each store.
I work at a mall store, and struggle with CV monthly because it is *very* hard to get random customers, or semi-regular ones to fill out receipts about my store. (In a store filled with regulars day and night, it is much more likely that the random recipient will be a regular) Either they know another ‘home’ store better, or they don’t come to Starbucks enough to care about getting something next time they’re in. We had a glitch in our till system that saw us hand out receipts every fifth transaction one time for 3 days (I had my 2 days off and came back was all “?!?!?!” By our calculations, over 500 receipts went out. I only had 45 respondents. Response rates vary at different store. and it is not uncommon for me to end the month with less than 30 :(, and this does mean that results are not very accurate and can be skewed by one or two surveys.
The whole point of the program is to be able to hear the customer’s voice about each particular store, not simply be another way to offer customers free things, and if it’s not meeting that goal, it needs to change in some way to be able to meet that goal. Hopefully this way, we will get a better, more consistent, more representative sample of the customers we serve. If it doesn’t, they’ll have to change it again 😀
I friggin’ HATE the idea totally. I’m a 5bucks customer, every visit 3-4x a week. And when taking my family at least every other week that number nearly doubles that week. Due to my long-time mgmt retail experience and an aspiring partner, I am one who is very thorough on my survey because I want my store to flourish. (I have only rec’d surveys at my store and not abroad) I take quite a bit of time to complete the questions being very specific to my store hence I feel I am earning my $5 drink.
The $1, is now not worth the time nor is it worth keeping up with the receipt. Realizing I am probably not the typical Sbux customer with a personal budget of apx $125/mo it will probably be welcome to many with different needs than mine.
The positive: Maybe now with the $1 off they will offer surveys more often which will in turn give them extra feedback.
The bottom line: Will I continue my habit with the un-welcomed change, yes….it really doesn’t impact the love of my third place.
I should add that my store always upgrades to venti.
My favorite Starbucks store #7948 im upset,about the NEW $1.00 SURVEY RECEIPT, first of all the code does not work,it comes back invalid code _ the # customer code is LQLC FSK60 I8US, i go to starbucks 7 days a wk,since 2008,it takes 15 swipes of mygold card# 6058 00xx xxxx xxxx 44344171 to get a FREE DRINK ON STARBUCKS.which is $5.43 daily cause i add a bannana.at $1.10 xtra, which comes to $38.01 weekly, i really don’t think $1.00 off,is worth the time to do this survey,put in a suggestion box,at all starbucks store counters, if stgrbucks co. really cares,and reads the customers comments,in return send the customer in mail,or load card with free drink,it use to tk,at least 500 th,customer to get a survey receipt,for a free drink. or just print receipts,for $1.00 off bev,of choice PERIOD, thank you Kathleen 😉
Hi Kathleen! Welcome to the blog. I edited out most of your gold card number because I’m not convinced that’s a good thing to have out on the web. I’ve gotten one of the new receipts, and didn’t have any trouble using it, but I’ve seen others state that the codes don’t work. I have no idea what causes that. Good luck! You can always pass on positive feed back about your favorite store through customer service. They might like that:
http://www.starbucks.com/customer-service/contact/retail-stores-form
Hope you poke around other areas of this blog. 🙂
@Kathleen The baristas don’t actually use the customer code on the receipt, that’s for corporate tracking purposes later (to see where the coupons are being redeemed). Baristas have a special code at the bottom of the coupon that doesn’t change – Barista please use ring code: 773. Hopefully the baristas at your favorite store will get it all sorted out soon! These receipts do have a different ring code than the old version, so they may have been doing it from memory. Good luck!
today april 4 they just told me they will not honor my starbucks survey free drink receipts that are still within their 30 day limit. this feels like breech of contract. very annoying!
I am also very upset about the change. If they were going to switch to the dollar system, they should have given us the price of the tall drink. I agree that it was annoying to get a free tall iced drink, and I always wished they would let me pay the difference to upgrade. However, giving me a coupon for significantly less than the price of a tall drink doesn’t make me happier. I am severely annoyed.
Does the barista have to type in the Validation/discount code?
@Nelson Yes and no. The barista doesn’t use the validation code that you write on the receipt, but they do use a different code to redeem your $1 off. We don’t accept receipts that don’t have a validation code written on them, but those codes are for corporate purposes and to let us know that the survey was taken.
@Magic Cat
I know about the 3 number ring codes, in this case it’s 773. Can you request the barista to ring up a code?
@Nelson No. We use the ring codes so that the register knows what discounts should be applied to the order, but we don’t apply those codes without paperwork backing them up. From a loss prevention standpoint that would be tantamount to theft. If for some reason you took a survey and neglected to write down the code or lost the receipt and you came in to my store, I would probably just comp your drink and thank you for taking the time to complete the survey. I hope other stores would do the same, but it’s hard to say for sure. I would be disinclined to use a ring code that I didn’t have a receipt in hand for, especially when it’s much easier to surprise and delight by giving someone a free beverage or pastry.
If my DM was watching for it and my customer voice discounts were consistently much higher than my surveys taken, I would have major explaining to do.
I got a ticket for a free tall drink for doing the survey. I hope it works.
I hope the coupon works
Very simpily L love to get my coffee ( hot or cold) form Starbucks!
I HAD A REALLY GOOD EXPERIENCE AT THE STARBUCKS IN THE TANGER OULET IN DEERPARK,NY STORE #14368 CHK#733735 1269413. HE RECIEVED GOOD CUSTOMER SERVICE HAD A SMILE ON HIS FACE THE MOMENT I WALKED IN THE STORE.I ORDERED A PLAIN BAGEL WITH CREAM CHEESE AND A SMALL ICE COFFEE HE WAS ALSO VERY POLITE TO THE CUSTOMER IN FRONT OF ME.HE DESERVES A VERY GOOD REWARD. HE GOT AN A IN MY BOOK
Hi Lisa,
Sorry that I’m just now getting back to you. I’ve been swamped at work. Hope you’ll forward your comments to Starbucks Customer Service. http://www.starbucks.com/customer-service
I’m glad to hear you were happy with the store and the baristas there. Always good to hear.
And I hope you’ll check back and comment again on this site.
Thanks!
Melody
I think $1.00 off everytime you order a starbucks drink and do the survey is a better propisition.
Danny and marla are fabulous!
I get a coffee 5 times or more a week and have a gold card at SB and look forward to getting my free drink of any size and choice I want, which is a treat for me. A dollar off doesn’t seem like much to me. Don’t like the new idea of a dollar off at all.
I have been a loyal everyday starbucks customer for YEAR’S, I pay over five dollars a day on my drink alone! not to mention I’ll buy bag’s of coffee and pastries.
I can,t understand why you have taken away the free drink receipt, your lucky if you get one once a month! I hate to stop and think of the money I spend there in a month!!! And really you cant give throw out a free drink every now and there!! BIG DEAL ON THAT DOLLAR!!!
You guys r the best
The clerk was very nice and accomodating on my visit, as well as friendly. I will definitely return again.
Good Job
I noticed the change this week when I got my venti drip while shopping at Tom Thumb. When I went to redeem it, the barista at the kiosk had the hardest time getting the register to accept it. Don’t recall ever having an issue with the free drink ones, but it finally went through and all was well.
My wife is a teacher and gets about 5 to 10 Starbucks cards a year from her students. The Teacher Appreciation card may increase that number. Good news for me, because she gives them to me to use. 🙂
My girls at safeway starbuck in yakima are the best .
I am a regular customer at the starbucks inside of Safeway, I recieve outstanding service from all of the ladies there!!! OUTSTANDING!! They remember all my drinks and always have smiles on their faces, which is so nice to come in and see first thing in the mornings. They are a lot like my hair dresser they very nicely listen to how my day is going and have a positive input for me LOVE IT. I turely wish that I could give them a tip for such outstanding service.
I have been buying Starbucks coffee for many years!!!!!!!!!
I like the various coffees and your products!!! I also like the seasonal coffees!
Christine
I love the smell as soon as you walk in. It wakes you right up! Everyone is so bubbly, it’s a great way to start your day.
Great coffee everytime. Good snacks too. Workers are always cordial and efficient.
I love the people that serve me. Debbie, Jeff, Amanda and Christina have always been such a blessing in the morning for me. Everymorning a come to Vons for my special Starbucks coffee with these people. They make my whole day better . Thanks for hiring them to serve me!!!
I love the people that serve me – Debbie, Jeff, Amanda & Christina. They make my whole day better. Thanks for hiring them to serve me.
I am a daily consumer of your starbucks products and spend about 5.00 each visit.
while I love the product and the wonderful employees that serve them I am sadly disappointed and demoralized by the recent cost cutting changes the company has made which impact on daily costs to customers and diminished perks.
the survey is now only a dollar vs. a tall drink, and charges for soy and syrups are additional.
I could understand if the business was suffering but you are world wide and one of a kind and it all feels greedy which leaves a very bad taste in my mouth.
Taking away is not good customer service. and actually feels like a slap in the face given you have some wonderful loyal devoted customers.
Their is a store that is my favorite everytime time that I attend this
starbucks coffee when I tell them to fix me any cold drink or thier tea
drinks it’s always deliecious!!! Im drinking a frapp right now and its really
taste great Im addicted to Starbucks coffee your invention has highlighted
my life. thankyou starbucks Im a returned customer always.
I have been buying Starbucks coffee for many years.
The girls at Sefeway Starbucks in Sebastopol CA. they are the best.
the store at this location (code 773)in Edmonds,Wa 98026 is being run by some of the most professional,kind and considerate bunch of young people.it truely shines and is a refuge from all the everyday stresses.three names come to mind Ali,Elise and Emily.thank you Starbucks
lattas and chia lattas are always great. we purchase 6 per day. haven’t had any luck with pastries. purchased 6 ginger bread cookies and 8 lemon bars- couldn’t eat the. very, very, stale. would like reimbursement on my gold card- # 6081057453133552 49282187. thanks, linda mcandrews
hi my name is noel araujo and i ve being enjoying starbucks cofee for a few years!!! and just very simple i tink its just the best coffe of the world!!!!! period!!!!!!
i love starbucks coffe i tink its the best coffe of the world
I love starback lo necesito siempre x las mananas
I recently did a survey and received 50 cents off my drink and muffin. Not Happy!
tried to enter my new name for “blonde” but was’t allowed to enter when I clicked the place to enter nothing happened
I drink starbucks coffee very frequently, I really like it.
I myself love the Starbucks store in Lakeport, CA, the employees are so nice and accomodating they will go out of their way to please you, everytime I go there which is probly 3 time a week I get the utmost respect from them. I love the dollar off anykind of savings help especially for people like me who love their coffee. Thank You to the whole staff that work there.
Get to get a receipt that says I get a $1.00off, but every time I try to complete the hour and time required, the forms will not accept the information. Very flustrating!!!!!!!!! I have had this happen every time I have tried to get the discount.
Very poor Survey application.
@Veronika……I don’t recall needed to put in a time ??? on those $1.00off receipt surveys. I’ve done quite a few of them since the switch and am trying to re-walk the process (the questions) in my head but I just can’t recall any questions about time etc. ? anyone? maybe this is some different one, place? (I get annoyed sometimes that it doesn’t let you choose more than one drink when you’ve purchased two or more at once)