Did you know that CVS does on line surveys of customers… and they had been using a IVR system but found out that their customers tended to only pick 1 or 5 and not any numbers in between.. so they are moving to a internet based survey… Apparently their customer base.. cannot listen well and CVS believes that using a visual survey will result in – lower – but more realistic numbers from its surveys…. doesn’t this suggest that the employees can expect to see more incentives to “raise the numbers” and/or with the lower numbers… the front line employees can expect LOWER BONUSES ?
Apparently they are even tracking how much people spend in relation to their scoring on these surveys… Would you believe that people that gave a higher score tend to spend more in the store… and customers think that their Extra Care card was just about getting discount… one more step toward George Orwell’s 1984 !!!
So what does CVS do… after surveying 600,000 pt/customers with this epiphany that “happier customers” spend more money?
They implement a new pharmacy software system that is “dumping” more tasks on RPH’s and even require the RPH to start checking out people at the register if more than 3 people are waiting in line.. so while the RPH is acting as a cashier… who is filling the Rxs ? And OF COURSE… it is reported that Rx dept staffing hours have been reduced…
I don’t have a MBA.. but .. how does the staff provide more “personal touch service” with LESS STAFF ?
One small issue that hasn’t seem to get much coverage is that it has been reported that CVS’ state of the art Rx dept computer system was out of service Jan 1, 2013 at 22:00 until Jan 2, 2013 at 10:00
No DUR for those patients that wanted Rxs filled during that period… isn’t that a violation of some Federal Law and State BOP practice act? Maybe that is why it has been reported that verbal threats were issued to “keep filling if you want to keep your job”… of course, the threats have to be verbal.. because such edicts in writing would be instructing employees to break the company’s Policies & Procedures and numerous Fed/State Laws.. and.. CVS might have to settle another lawsuit.. for big $$$ while admitting NO WRONG DOING…
Have you ever noticed that CVS… pays outs millions and millions of dollars in fines while admitting NO WRONG DOING ? DOING NOTHING WRONG.. sure does cost CVS a whole lot of money paying out fines… Maybe they should learn how to DO NOTHING WRONG more covertly !!
Filed under: General Problems
From what I understand about the IVR/telephone survey, the store received a “zero” if the customer chose anything other than “five” (the best).