Customer Feedback Collection Checklist
Weekly cadence a store manager runs to collect, triage, and act on customer feedback across in-store, online, and social channels. Captures NPS/CSAT signal, flags service recovery cases, and routes themes to merchandising and operations.
In-Store Feedback Collection
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Stock the exit feedback station
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Brief cashiers on the receipt-survey ask
Pre-shift huddle: cashiers say one line at the end of the transaction pointing to the survey URL printed on the receipt. Track who is and isn't asking — conversion to survey response usually 3-5x higher when the cashier asks verbally vs. receipt alone.
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Audit QR code placement on the floor
Walk fitting rooms, end-caps, and the checkout backwall. Confirm each QR posts to the current survey URL (not last quarter's promo). Replace any faded or peeling decals — a dead QR is worse than no QR.
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Collect and digitize paper feedback cards
Empty the feedback box, scan or type the cards into the CX log, and shred the originals per the store's PII policy. Cards naming a specific associate go to the Store Manager same-day.
Online & Post-Purchase Surveys
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Confirm the post-purchase NPS email is sending
Spot-check the Klaviyo (or equivalent) flow: trigger fires 7 days after fulfillment, suppression list excludes returns, and the link routes to the current survey. A silent flow for a week tanks weekly response volume.
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Pull weekly NPS and CSAT scores
Export from the survey tool (Delighted, Yotpo, SurveyMonkey, Qualtrics) for the prior Mon-Sun window. Note response count, NPS, and CSAT broken out by channel: in-store, web, BOPIS, curbside.
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Flag detractor responses for follow-up
Any NPS 0-6 response with an open comment goes into the service-recovery queue. Target a personal reply within 48 hours — phone if a number was provided, email otherwise.
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Review the loyalty discount-incentive cost
If the survey offers a 10% completion coupon, pull redemption count and margin impact. Stop the incentive if survey-driven redemptions exceed the agreed monthly cap.
Social & Review Site Monitoring
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Sweep Google, Yelp, and Facebook reviews
Filter for reviews posted in the last 7 days. Capture star rating, store location tagged, and any associate named. Reviews under 3 stars get a manager response within 24 hours per the brand voice guide.
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Scan Instagram and TikTok mentions
Check tagged posts, the store's geotag, and brand-name keyword mentions. Screenshot any viral negative post and escalate to the Marketing lead before responding publicly.
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Log a critical-incident escalation if needed
A critical incident is any post or review alleging discrimination, injury, foreign object in product, or theft by an employee. These bypass the weekly cadence and go to the District Manager and Loss Prevention immediately.
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Notify District Manager and Loss Prevention
Send the screenshot, customer handle, store location, and date/time to the DM and LP within 2 hours of discovery. Do not respond publicly until LP and Legal weigh in — public reply can prejudice the investigation.
Triage, Themes, and Service Recovery
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Tag the week's feedback by theme
Standard tags: checkout speed, fitting room, stock-out, associate service, store cleanliness, return experience, BOPIS pickup, web/app issue, pricing/promo confusion. Tag every comment so theme counts roll up cleanly to the monthly review.
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Run service recovery on detractor cases
For each detractor: phone or email within 48 hours, document the resolution offered (apology, replacement, store credit, refund), and close the loop in the CX log. Do not offer compensation above the SM-approval limit without DM sign-off.
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Route stock-out themes to the buyer
If 3+ comments name the same SKU or category as out-of-stock, send the list to the Buyer/Allocation Analyst with sell-through and on-order context. Repeat stock-outs are usually an allocation problem, not a store problem.
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Submit the weekly CX summary
One-page summary to the District Manager: response volume, NPS, CSAT, top three themes, detractors closed, open service-recovery cases, and any incident escalations. Attach screenshots of the worst and best comments to keep it concrete.
Collects text Collects paragraph Collects file
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