PSA: Apple Retail Customer Surveys
I was a Genius for 3yrs, no longer am one, but would like to put out this Public Service Announcement for the benefit of all my friends still there.
When you fill out a customer service survey sent out to Apple Retail customers, on the backend the questions trickle down to NPS (Net Promoter Score) and TMS (Team Member Score). When you’re asked to rate 1/5 “How did Zed do?” that gets filed under TMS. When you’re asked to rate 1/5 “What was your overall experience with Apple today?” that gets filed under NPS.
1-3 are considered detractors. 4 is passive. 5 is a promoter. Anything other than 5 brings down the employee’s NPS and TMS. Every comment you leave is able to be read by the managers and the employee that either checked you out (Sales), took your appointment (Support), or lead your Today at Apple session (Forum).
Internally, employees receive a raise once a year. Multiple factors play into the percentage an employee makes. An employee’s NPS is one of those factors, TMS is not. Also not the only factor, but NPS is discussed when employees go for promotions as well, TMS is almost never discussed.
So lets pretend you checked in for your Genius Bar appointment, everything was running on time *(this is theoretical, btw),* the Genius who took your appointment was courteous and efficient when checking in your cracked screen repair, but there were complications with the repair, poor communication in the Repair Room, and then the Genius Admin was unprofessional and did not apologise appropriately when your device was 2hrs late. In this scenario, you legitimately had a bad experience. For the most part, Apple Retail works very well. There is just such high volume that the scenario I describe is bound to happen to some customers (even if it’s just one customer per store per day). If you answer that customer survey as the questions are asked and rate the Genius who took your appointment highly but rate the overall store poorly, the only person’s NPS you’re lowering is the Genius who took your appointment.
Here’s my ask, when filling out the survey, if you had a good experience with the person who took your appointment but a bad experience overall, please still rate 5/5 for both the Store and the Person, but then go ahead and describe you’re experience in the comments. If it was bad, by all means let the store know by filling out the survey. Just please don’t potentially decrease the chance’s for someone who did their job well getting a better raise or promotion because the person at check-in was rude or someone else failed to do their job accurately.