Handheld Delivery Customer Feedback Survey

1. Handheld Delivery Customer Feedback Survey March 2013

2. Overview • The Handheld Customer Feedback Survey design has the following principles: • Standardized survey with the following 3 questions: • Were you satisfied with the service? • Was the service representative courteous and helpful? • Would you recommend our service to friends?   • The survey is a mandatory part of the delivery service experience (similar to signing for a UPS package). • Obtain as close to 100% response rate as possible. • This review of the Handheld Customer Feedback Survey will explain how to use the handheld device and introduce it to the customer.

3. Android Handheld Device and Process Step 1 – LCM hands out phone to each drive team. Step 2 – Team Opens the Sears Home Services Application. Step 3 – Team enters in their ROUTE number for the day. This is only done once at the beginning of the day. Step 4 – Team enters in their STOPnumber when at the customer’s home.

4. Process Completion Choices - Driver Every eligible **stop requires an action from the drive team If the customer is not available to take the survey, the driver selects the NOT AVAILABLE button To start the CSAT survey process, the driver selects the START FEEDBACK button If the Driver simply forgets to give the survey option to the customer, the driver selects the FORGOT FEEDBACK button ** An Eligible stop is an SHC customer delivery stop. For all other stop types, the drive team should use the Not Available button

5. Delivery Customer Feedback • We have identified a best practice for explaining the handheld surveys to our customers. • First, locate the customer at the end of the delivery and ask if there is anything else you can do. • "Ms. Clark, we're all done installing your new (washer). Is there anything else I can do for you today?" • If not, introduce the handheld survey to the customer that will provide their immediate feedback on his or her Sears delivery experience. • “Thank you for your purchase of a (washer) from Sears. We would also appreciate your immediate feedback by taking a short survey with 3 feedback questions and a screen to capture comments.” • Choose “Start Feedback” selection to display the Delivery Customer Feedback screen shown here.

6. Delivery Customer Feedback • Then turn to the customer and request that he or she takes the survey. • “OK, Ms. Clark, the phone is ready for you to take the survey. Be sure to press and hold your selected response to activate your choice. Once your selection has been registered, the screen will move to the next question. I’ll look away and won’t know how you answered.” • Let the customer know that he/she can swipe the screen to move forward or back thru the questions. • Hand the phone to the customer and look away or work on something else while the customer takes the survey.

7. Delivery Customer Feedback

8. Delivery Customer Feedback • We all know the customer's feedback is important, but we have to be careful we don't pressure the customer into taking the survey. • What can happen if we pressure the customer? • The customer may not complete the survey. • The customer may give a lower score. • What should you do if the customer doesn't want to take the survey? • Try to understand why the customer isn't comfortable taking the survey. • Explain to the customer that they can choose to “Take the Survey” or “Decline the Survey.” • Let the customer know that Sears values their feedback. • Thank the customer.

9. Delivery Customer Feedback • Let’s take a few minutes to practice these skills. • With a partner, you can take turns playing the role of team member and customer. • When playing the role of team member, practice following the steps for introducing and administering the survey. • When playing the role of the customer, respond appropriately. • After 2-4 minutes, switch roles and repeat the process.

10. Delivery Customer Feedback Let the customer know that after they select responses for each of the three questions, they will have an opportunity to provide additional comments. Tell the customer to touch the comments box and the keyboard will appear. Once the keyboard appears, they can type in their additional comments.

11. Damage Policy Statement and Signature • Let the customer know that when they complete the survey, the damage policy will appear next on the application. • This policy and signature screen is only shown to Sears Delivery customers. • The customer scrolls the screen to read the entire message. • The Accept button engages only after a signature is entered in the box. • Next, the customer will see the Thank You screen that tells the customer • Thank you for completing the customer feedback to help us improve, and • Please hand the device back to the team.