Starbucks has a method of getting feedback on store visits through a website called MyStarbucksVisit. Randomly the register will spit out a survey receipt with a website address on it, and a special customer code. The customer has 14 days within receiving this receipt to answer the survey, and once completed, can take the receipt to any Starbucks for a free tall hand-crafted beverage. These are important surveys! Don’t toss them out. This is your chance to be heard as a customer!
These receipts do not print out very often, and it’s been a while since I received a MyStarbucksVisit survey. My last blog post about this was here:
MyStarbucksVisit – What the customer needs to know
In the last blog entry on this, I tried to explain in painful detail every aspect of the survey. With this blog post, I will just highlight some important points:
- Customers, if you like your Starbucks, make sure you click the “highly satisfied” button. I have heard partners tell me that any scoring less than “highly satisfied” does not get the store partial points on the survey but rather ZERO. So although there are five choices from the perspective of the store, this survey is an all or none scoring option.
- The survey seems to have gotten shorter. My last survey receipt from July of this year definitely had more questions on it. I’m glad it is shorter: I thought the last version of the survey was too long.
- Remember to get BOTH receipts. Previously with the old registers these printed out as one continuous long receipt. That was helpful so that you had what you ordered together with the survey receipt. There was no way to lose half of the receipt and forget what you had ordered at Starbucks. Now with the new registers, the receipts appear to be automatically cut in half for you, which in this case actually is not helpful. You will be asked questions about your purchase so you want to keep both halves of the receipt.
- It appears to me that there is at least one new question since the last time I reported to you about this survey. Now you are asked ‘where you came from’ and ‘where you are going to’, which I don’t recall being asked in the past.
Here is the website for MyStarbucksVisit.
As to my own visit, I stopped into one of my regular Starbucks located on 7th and Pike in Seattle. The actual address is 1524 7th Avenue, Seattle, WA 98101, and it is located between Pike and Pine Streets. I like this store. Adam the store manager does an amazing job of hiring truly motivated people. You know a Starbucks is amazing when from the customer-perspective, even the new partners fit right in and seem to have a great enthusiasm. You can see from this receipt, I was on my way into work (it was 7:40 in the morning), and I was greeted at the register by friendly store-partner-Danny. I used a free drink coupon for a Venti Black Tea, and bought a half pound of the Starbucks Reserve Ethiopia Ky Kebero coffee. I’m not sure why the receipt says “Sidamo” because I was definitely buying Ky Kebero. This store deserves a special shout out to Miriyam the ASM who also in a long-term partner and a fabulous brand enthusiast. Yes, I was “highly satisfied“. 🙂
This is an open thread. Feel free to talk about MyStarbucksVisit or any other Starbucks-related topic!
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hye melody!
guess what? i am one of the lucky customer here received the special receipt..yes,it is so rare to get it..
for Malaysian, the web we suppose to go is https://www.mystarbucksvisit-my.com/
btw,after finished the survey i just gave the survey receipt to one of my friend as he never went to starbucks before.He was like..”err what to order?..what to ask?..how much the drink cost?” haha..to be honest, those drinks we have here in starbucks are slightly expensive compared to other local tea/coffee shops.ppl just afraid to go there due to their price.
so he went to the outlet down at my office and ask “gimme the best drink u have..with this receipt”
So, now this guy is addicted to java chip frappuccino already :p
GREAT post! 🙂 sorry I have not been commenting much lately -to say I’ve been busy is a huge understatement!
Melody- I realize these surveys are important but I really wonder if as a result of survey responses stores makes changes. Certainly, at the SB I frequent I have not seen too many changes in the positive tone. Also, I would suggest that perhaps periodically at random a survey link be sent to customers by way of email because I don’t ask to have my receipt printed out as often as I used to.
Surprisingly I seem to get these at least a couple of times a year. No matter what, I always use the “highly satisfied” button. These kids behind the counter always seem to work hard and undoubtably are dealing with many impatient people, especially in the mornings! On average, I see very few smiles from the customers nor do many “regulars” even know the names of the partners. So if using that ‘highly satisfied” button scores points for the store and the partners, than I shall remain forever, highly satisfied.
I’m looking forward to get one of these survey receipts one of these days. Whenever I have any kind of trouble with the service, which is rarely, I just talk to the store Manager or call the Regional Manager and they solve the issue right away.
I never have received the receipt with the survey. I think part of the reason is because in Boston, they always ask if you want your receipt. I always so no thank you. But from now on, I will be asking for my receipt. I love the Starbucks that I usually go to.
I love that starbucks have this website and also mystarbucksidea because it shows that they really do care about their customers.
Amy I sometimes wonder about the level of customer support Starbucks has. I think with some things they are very customer oriented and then they turn around and it seems like the customer is not their main concern. My comment earlier about perhaps SB randomly having the survey emailed to customers is worth trying as you too were not asking for a receipt. I am sure there are many more customers that do not ask for a receipt and to save paper I think it is not always necessary. It is easy to see your balance, etc. on the website.
I do not understand why they ask what you ordered when that is information that is already within their reach. It’s tough to get engaged customers and if you manage to accomplish that, you should make the most of it. Asking questions that have already been answered (what did you order) at the POS does not seem to make much sense.
It’s also interesting to note that they’ve dropped the high end scale of frequency of visits to “20 or more”
As others have mentioned, I don’t get receipts often. Since I can check my card balance online and on my phone, I have no need for a receipt. It’d be nice if the receipt would just automatically print if there is going to be a survey with it.
@purple1 and others: when the invitation to take a survey presents itself randomly, it has to be printed. Even if you don’t want your receipt or normally don’t get one, the survey invite will print.
You may or may not have heard that sbux has a customer metric called “Customer Voice”. That comes from these survey invites. It’s the only real measurable way we see how we are doing with customer service…and it’s taken very seriously in my world.
I guess I am truly blessed. I received on of these surveys at the end of November, and another just this week! Both time I rated highly across the board. Maybe that’s why I received a second more often? Or could it be that I ONLY pay with my registered Starbucks card, so the computer recognizes how tragically (for my wallet) often I am there, therefore, what may be rare for most is more often for me (transaction wise). Whatever the reason, it’s a true bonus. Also, the cool baristas at my Starbucks (Hwy 54 & Broken Bow Ct, Peachtree City, GA) told me that the code works just as well on a venti, so both times have made me a venti drink of my choosing. AWESOME!
To EVERYONE –
@Amy and Amy – I think I have many Amys! @AmyInGeorgia – Welcome to the blog! It shouldnt make any difference whether you’re using a registered card. That’s very nice that your baristas give you a Venti. I’ve heard that the code actually works for any size. Funny thing is that baristas in Seattle almost never offer me a larger side. I think they play by the book when it comes to these receipts.
@AmyInBoston My understanding is that even if you say “no” to a receipt, if you’re picked for one of these survey receipts it WILL automatically print.
@CD So true! Registers should know just what you bought. When comes to frequency, I think that metric has been often tweeked. At one time I think the most it tracked was more than 16 times per month.
@SuzanneC I love your attitude. Thank you. That is how I feel too, and part of why I feel highly satisfied.
@JaviZen *waves hi* 🙂
@Rob, thanks for your help here.
I’m officially changing My name to amy in boston 🙂
Rob thanks for your comments. I haven’t gotten a survey invite in a while and I assumed it was due to my limited request for a receipt. Also, are the survey results shared only internally to each store or can a customer see how their particular store is doing? I certainly would love to know how the SB I frequent the most is doing customer wise. There are so many regulars at my store- generally a great group of people – and I would love to know how people answer the survey. Also, I still believe stores should get together with the regulars to create some kind of focus group as well.
I love the survey opportunities. It’s important to remebered that survey or not ~ you have a voice… The 800 number or email are available to you everyday. If you have a great experience, a bad experience, a consistantly amazing store… As a consumer you have the ability to be heard.
It’s important to know that even without the survey – corporate sees those comments.
Be heard. 🙂
funny…I just had one of these a couple days ago and I did notice that new question….where did you come from and where were you going. also the hgh end of ’20’ as the upper limit. I’m always a little disappointed when my beutifully made (generally) and not inexpensive drink is not on the list to chose from…..I feel like they’re kind of pushing me toward something, or looking for something and since my particular drink is rarely there (or, I rarely had what they llisted), I feel I am probably being ‘dismissed’ right at that point! (altho I don’t really believe myself)
I think I have probably had 2 or 3 within the yr? maybe 3? I enjoy them, to be sure! always glad to give feedback and always glad for the free tall.
Thanks for writing this Melody and reminding people how important customer satisfaction surveys are. The only time I got on was at the Greenwood stord where Phinney turns into Greenwood. The barista was a middle aged woman that was very nice and efficient and handed me my drink with a smile and a thank you. Naturally I was VERY satisfied and marked the survey “highly satisfied”. Reading all those threads bitching about not being able to show tattoos, body piercings, or not wearing those ugly acrylic nails (remember you found one in your ice tea once!) and all the other gripes about the dress code made me think back to this lady that was dressed professionally with nicely manicured finger nails (the one God gave her) and a very plelasant personality. She is the kind of barista the Starbucks is proud of.
I recieved a survey last week (conincidentally – just after I made a complaint on line)
@Merryncole I never ask for a receipt either, and they asked me that day if I wanted one, I said, “No thank you” And it spit out a reciept with a survey anyway. Good luck!
I never ask for my receipt because I have the BlackBerry app, so I can see my balance, stars and transaction on that.
But that’s really interesting that only selecting “highly satisfied” will earn your Starbucks points; I’m one of those who believes there’s frequently room for improvement and I might not have clicked that option.
Hi Anthony, StaceyKnapp, and deniseR!
My last post in this thread looks sloppy to me somehow. I was on an ipad before and struggling with it a bit. Hmmm.
@Anthony – I was the same as you before I knew how the points worked. I would pick all kinds of answers. In fact, I think there is some sociological research to suggest that where an odd number of choices are presented, many people will gravitate to the middle, not wanting to be polarized at one end or another. Probably makes it tougher to get lots of “highly satisfied” results.
@StaceyKnapp – Welcome to the blog! That’s a funny coincidence in the timing of your survey receipt.
@DeniseR – Just saying a big hello. The section about what drink you got has always seemed lacking to me. I don’t know why they don’t have that data already. And once in a while I will get two drinks at once, and the survey definitely only lets you pick one drink. There should be a survey question, “did you buy more than one drink at one time at this visit?” And my free tall drink in this case went to a peppermint hot chocolate. It just felt like that kind of weather, and I love the curls topping.
I’m not surprised at how many people on here say they never ask for a receipt. Receipts seem to be kind of old school unless you’re buying a TV or something LOL Who wants a receipt that tells them how much they spent on coffee anyhow?
However, these survey receipts print out automatically, whether you want it or not, and the barista is notified on his or her monitor that the customer has received a survey invitation. The barista should then hand the receipt to the customer and briefly explain that they have been invited to participate in an online survey and if they complete the survey they will be given a code to write on the receipt and then they can return the receipt to any Starbucks for a free tall beverage of their choice. This is how it’s supposed to work.
I wonder though how many of these receipts are NOT actually given to the customer but instead are taken home and completed by the barista or another partner therefore guaranteeing the store the ‘Highly Satisfied” rating?
I’m not so sure that this is the most accurate way to rate how a particular store is performing in the eyes of its customers ;-/
@Melody – Ky Kebero is sourced from Sidamo, so before the Marketing team named it after the red jackal, it was probably entered into the POS database as such.
@Mr. Who – I am a little embarrassed that I didn’t think of that answer! That makes _total_ sense. Well thank you for setting the record straight.
@GAStarbucksGirl @Melody
I am almost positive they ask you what drink you purchased in order to check if you were the one the receipt was issued to. That would be another reason to separate big long receipt up into two pieces….so you couldn’t look at what the person ordered and answer accordingly.
so weird!!! I just got ANOTHER survey receipt today….not even a week after my last one! which is fine with me. Just odd……
I’ve noticed that these customer voice surveys have been printing more often now, which is a good thing since many customers take them, and forget to do them or just toss them out.
Honestly, usually the first thing I say when the notice that the survey will print appears on my POS screen is “Would you like a free drink on your next visit? Just do this quick 5 minute survey online for us and tell us about your experience this time and this specific Starbucks. You’ll get a free tall beverage out of it.” And some customers say “No”…which I really don’t understand…maybe they don’t have a computer…
Anyways, it is indeed correct that only “Highly satisfied” responses get scored…anything else is a zero :-(. Also, some customers don’t fill out the “please state what you liked most about this visit” or “please state what we can improve on for this visit” sections. These are super important! Since your response isn’t just a “satisfied”. You get to express what you specifically liked or even say “_______ was super friendly and legendary!”
@stsai01 – Sorry it took so long to reply to you, — I think your comment here IS very important!! And I agree that it now seems like these voice receipts are suddenly spitting out a little faster. I got one yesterday when getting a black tea, and the store was very slow. There were more partners than customers in the store. The barista in the lobby, with a broom, squealed when I got a voice receipt! She knows I will be “highly satisfied” 🙂 You make a great point about the box about what you like about your visit too! Must be fun to read real feedback on the store.
First survey I’ve done. This is a great deal. Looking forward to more of these because its an easy subject to give a thumbs up to Starbucks
@Danno – Thanks for finding the blog. Hope you’ll “like” the blog’s facebook page. Those surveys print out fairly infrequently, so it may be a while before you get another. I know I always look forward to them too! Be sure to rate your Starbucks as “highly satisfied” so that they get their points for it.
Thanks!
Melody
14981 02775 9112fabulous drink great service always!!
I have a regular store I go to every day , about 15 mins from where I live and opposite side of town from work as well. People maybe thinking why would you pass by 3 or 4 stores to go out of your way. Customer service the store on Monterey and Dinah Shore in Palm Desert is by far the best, clean, and so friendly. The store manager is from Trinadad , she is why I go there. She is amazing with customers and her staff. I heard one day her boss being so unprofessional with her the “excuse my french” crap these employee’s go through and still smile, greet and by far the best tasting drinks. A customer was so rude to the young man at the register and the store manager had to step in for a FREE glass of water. Really we should stop and treat others with respect and stop trying to get everything for free, or see who we can get in trouble. The staff in this store is so freindly and be sure they are human …. not perfect just the way I like my day to start. Thank you staff and manager at Monterey and Dinah shore , my experience with you is always great …. thank you
oh by the way , the store I go to does explain about the survey and the free drink if you fill out the survey . I see so many customers throw them away or say no I don’t have time for that ….. the survey is to give support to the store and gives you great customer service it not about just getting a free drink….. its about saying thank you to those who serves you each day with a smile , and warm hello , a way to let the company that someone is doing a good job.
Melody, it seems that you have another “Amy”!! haha. Anyways, i went on the website and I got my code to get a free drink. Do I have to have my receipt?? I typed in a random code, they accept any 15-digit number. So I want to use my free drink code, but really i never actually got a customer invatation. Do you think I could just tell them my code and they’ll accept it??
I like to get the surveys but I miss getting the free drink. Now we only get $1 off our next drink…
I think there has just been a change to the mystarbucksvisit.com survey which has been offering $1 off on a future purchase for filling in the survey within 14 days. Today I got one and there no longer is mention of the $1, nor a place to write the validation code on it. I went to the website and completed the survey as usual, and it thanks you for your feedback but there is no longer a valuation code. is everyone seeing this?
@Len – This article you’re commenting on is over 3 years old – and it is now out of date. That happens. I too have heard that Starbucks has now removed all perks for filling out a survey. I think if they want a higher survey redemption rate, they’d make it a lot more mobile app friendly. The Evolution Fresh surveys automatically recognize when you’re on a smart phone, but the Starbucks ones just give you a full web version, even if you’re trying to do it from a smart phone.
Actually, Sephora surveys are amazingly sophisticated – also completely recognize a smart phone, and they’re a lot like a Starbucks survey, lengthwise, and ask if you’re highly satisfied or not.
Len, you’re right – no more $1 off or any incentive for the survey.