Customer Feedback Collection Checklist

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.