CVS Triple S

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For those of us who work for CVS, how do you guys keep the SSS score in the 90's? Besides the usual crap that the DM's feed you (call them by name) etc. My store does this but it doesn't always work every month.

We used to use the spoof card to mask the phone number and then call it in, but apparently CVS changed the system in the last month- they can now detect spoofed calls! And they won't go through.

Any tips or tricks? Thanks.

I think the best way to increase Triple S is to just engage the patients/customers more than just performing Drop off or Pick up with them. The key thing we do at my store is making some small talk, joke a little, take about weather and we have a very funny pharmacist. We also have 1 tech that knows most of our patients and she always greets them with their names right off the bat and it always helps SSS.

I hope that helps

Originally Posted by RPH30

For those of us who work for CVS, how do you guys keep the SSS score in the 90's? Besides the usual crap that the DM's feed you (call them by name) etc. My store does this but it doesn't always work every month.

We used to use the spoof card to mask the phone number and then call it in, but apparently CVS changed the system in the last month- they can now detect spoofed calls! And they won't go through.

Any tips or tricks? Thanks.

I have runned and fixed several cvs challenge stores. The biggest problem that i noticed are people not following cvs rules and policies in a system that has was designed for the CVS workflow to begin with!!!

In the triple S survey, if a customer rates you anywhere less than a 5 in a 0-5 question rating scale... you get a 0. It is a lot easier for you to get the the customer to answer a yes or no question (did the pharmacy staff address you by name?) than giving you a subjective number in the scale. For example, was your prescription ready when promised or in stock is a yes or no question. I noticed that most people score high on those metric vs how courteous or profession was the staff toward you.

The address by named part is worth 20 percent of your score. Most people that are missing excellent status are not excellent because they didnt max that metric out. I always have the pick up person say thank you mr, mrs ____ after they finish ringing up a prescription? or after asking for the name, go jeff... how many prescriptions are you picking up today? or mr. wvu, would you like us to fill this medication for you next month when its due for a refill. I listen for it and if I notice a technician not doing it... I send them home.

I believe in this metric because as a manager, i know the power of addressing a person by their name. It makes the service more personal and lets them see you as another person rather than a mindless CVS drone. If you think of companies that offer good customer service such as Starbucks, Apple, Chick a fil.... they all address you by name. Sometimes, I think that is the reason why a customer is willing to wait a little big longer for their coffee or somebody to help them in an Apple store. All they do is ask for your name and write your name on a coffee cup or put your name on a list waiting to be help. I was at a higher end casino in Atlantic city a few weeks ago, and while their comps are crappy... i go back because their managers address me by name when they are giving me back my comp card. I was at a BMW dealership the other day getting my car serviced... and they address me by name.

Every study out there have shown that addressing by name is a plus for business. It might be the difference between a primary shopper that always goes to you, or a shopper that goes to different pharmacies. The biggest part to me as a manager is that it does not cost me anything to provide that extra customer service unlike send my techs out to walk customers to products they are looking for.

I hope this make sense.

Originally Posted by zidane85

I think the best way to increase Triple S is to just engage the patients/customers more than just performing Drop off or Pick up with them. The key thing we do at my store is making some small talk, joke a little, take about weather and we have a very funny pharmacist. We also have 1 tech that knows most of our patients and she always greets them with their names right off the bat and it always helps SSS.

I hope that helps

It can mean the difference between the customer cutting you slack because they know that you are human and might make mistakes vs a company that is just out there for $$$ and taking out their fustration on you.

Did you guys pay attention in your stats courses? Triple SSS carries absolutely zero significance from a statistical point because the sample size is not large enough. You can't take 15 phone calls a month and draw conclusions on a thousand customers. There is no correlation between rising script count and Triple SSS. I know CVS is writing you big checks to be a successful high paid slave but you don't have to drink their kool aid on online forums.

If a female customer comes, how do you know they are like to be addressed as ms or mrs? Some people throw a fit if you address them wrong ~_~ Damn Women... watch til someone have to post feminist issue about my post! :-[

Originally Posted by Momus

If a female customer comes, how do you know they are like to be addressed as ms or mrs? Some people throw a fit if you address them wrong ~_~ Damn Women... watch til someone have to post feminist issue about my post! :-[

Well, your post is misogynistic. I think using Ms. is safe. They'll correct you if they want something different. Jeez...

omg...just the other day, some lady came in with a very short hair cut

a quick glance and said "i'll be right there sir"

oh boy, i got the evil eye when i realized he was a she

Originally Posted by Momus

If a female customer comes, how do you know they are like to be addressed as ms or mrs? Some people throw a fit if you address them wrong ~_~ Damn Women... watch til someone have to post feminist issue about my post! :-[

Ms. pronounced miz, does not make reference to a woman's marrital status, so that's what you should use, unlike Mrs. (married) and Miss. (unmarried).

Originally Posted by Unchained

Did you guys pay attention in your stats courses? Triple SSS carries absolutely zero significance from a statistical point because the sample size is not large enough. You can't take 15 phone calls a month and draw conclusions on a thousand customers. There is no correlation between rising script count and Triple SSS. I know CVS is writing you big checks to be a successful high paid slave but you don't have to drink their kool aid on online forums.

The OP asked how to do well on the Triple S metrics. I answered. If you dont have anything positive to contribute, then dont.

There is a HIGH correlation between script counts and Triple S. Excellent stores on average does 20 percent more business than a challenge store.

I rather be a successful highly paid slave and innovative team member than somebody who tries to find excuses on why they are failing because they have no concept of business.

Can you tell me why addressing a customer by name is a bad thing? Once again, companies spend millions on these research and in every case study, addressing by name increase sales. It doesnt take a genius to figure out why.

Originally Posted by Aznfarmerboi

The OP asked how to do well on the Triple S metrics. I answered. If you dont have anything positive to contribute, then dont.

There is a HIGH correlation between script counts and Triple S. Excellent stores on average does 20 percent more business than a challenge store.

I rather be a successful highly paid slave and innovative team member than somebody who tries to find excuses on why they are failing because they have no concept of business.

Can you tell me why addressing a customer by name is a bad thing? Once again, companies spend millions on these research and in every case study, addressing by name increase sales. It doesnt take a genius to figure out why.

You've failed to address the fact that these scores have ZERO STATISTICAL SIGNIFICANCE. There's a high correlation between ice cream sales and crime, but I don't think ice cream causes crime. For all you know, the stores with the low scores actually do address people by name more, but you can't tell because only like 20 out of several thousand encounters actually yields data. Triple S is useless.

For the record, I do agree you should call customers by name and treat them with respect.

Originally Posted by eagles22

You've failed to address the fact that these scores have ZERO STATISTICAL SIGNIFICANCE. There's a high correlation between ice cream sales and crime, but I don't think ice cream causes crime. For all you know, the stores with the low scores actually do address people by name more, but you can't tell because only like 20 out of several thousand encounters actually yields data. Triple S is useless.

For the record, I do agree you should call customers by name and treat them with respect.

There is a direct correlation between SSS scores and store performance. There is also a direct correlation between SSS scores and customers satisfaction, Customers who give 5 are less likely to transfer to another store, they spend 20% more money than people who don't. They are more loyal and dependable customers.....

Originally Posted by Aznfarmerboi

The OP asked how to do well on the Triple S metrics. I answered. If you dont have anything positive to contribute, then dont.

There is a HIGH correlation between script counts and Triple S. Excellent stores on average does 20 percent more business than a challenge store.

I rather be a successful highly paid slave and innovative team member than somebody who tries to find excuses on why they are failing because they have no concept of business.

Can you tell me why addressing a customer by name is a bad thing? Once again, companies spend millions on these research and in every case study, addressing by name increase sales. It doesnt take a genius to figure out why.

Ah the old 20 percent more business stat. I bet your DM also told you that all those outreach calls make a difference too.Try asking him for the proof. It doesn't exist.

Triple SSS is not innovative. Everyone is using it and has been for years. Once again as eagles22 reiterated there is no statistical significance to this number. It exists purely to keep your bonus low, give them reason to give no raise and create "healthy" turnover.

I understand that you have to drink the kool aid because you probably have a high debt load and have no other choice. Don't however give up your right to independent thought.

Originally Posted by Unchained

Ah the old 20 percent more business stat. I bet your DM also told you that all those outreach calls make a difference too.Try asking him for the proof. It doesn't exist.

Triple SSS is not innovative. Everyone is using it and has been for years. Once again as eagles22 reiterated there is no statistical significance to this number. It exists purely to keep your bonus low, give them reason to give no raise and create "healthy" turnover.

I understand that you have to drink the kool aid because you probably have a high debt load and have no other choice. Don't however give up your right to independent thought.

Do I believe the 20 percent more stat? No... however I do believe that addressing by name is good business in every business. For example, waiters and waitress that address by name on average get 3 percent more tips. I believe that keeping the medications in stock, having the medication ready when the customer comes, and being courteous and professional does lead to more business.

Is it innovative? No. However most stores that I have been to and fix do not practice these customer skills. The pharmacist/ pharmacy manager that can keep their staff focus on these basic customer skills while doing their high workload are the same ones that I always held in high esteem with my high expectations.

In Long island, one of my colleagues run an old store with no drive thru. We opened two new stores a few miles both blocks from these stores with brand new renovations, drive thrus, etc. Wags also opened one. A few years later, my colleague killed script budget each year. Guess who has the highest address by name between the stores? - and triple S?

I guess what I am trying to say is it is the practice that drives the numbers. The numbers only validates the practice... and provide opportunities where you can focus on. I have been to stores where they cant figure out why they are not excellent yet. They have >90s in everything but address by name.

Well there is your answer. You just have to ask is the staff really addressing the customer by name and if not, why not? Just replace "sir" with name....

While there are no statistical value in Triple S metric.... if you are getting 90s in every metric but address by name, then it is not the CUSTOMER but you. The customer is clearly satisified with your service in everything but the adderssing by name part!!!! .

So...the real trick to the SSS is don't point out the survey. If you point it out to a customer that you are 100% sure won't call or doesn't care and will give you bad scores, whats the point? You should know at least 20% of your customers by name and those are the 20% you target. Even though my Rphs want to see the survey everytime they understand my philosophy to triple SSS and it has made my store an excellent store for 6 months in a row now. We used to be in the bottom five in our district in KPM and SSS and now we are in the 90s in both of them. Once you work at CVS it becomes pretty easy to understand the # game that it really is. The only thing that sucks about our triple SSS is drive thru bc our drive thru is awful. One of my first weeks working for CVS was a 4 hour drive thru experience that I will never forget. 4pm-8pm with a constant line, o and the cars are locked into the drive thru so once your in u cant get out.

The store downtown in my district has a 95 SSS AND 97 KPM, now thats impossible but there lead tech has been working at the same location for 30+ years and can tell u the patients name by saying what drugs they are taking. They are also really really slow. 1 rph and 1-2 techs on all day.

After reading all that...man am I glad I was able to get an independent retail gig and left my chain job after graduation. It's almost like brain washing...scary stuff.

Originally Posted by Aznfarmerboi

Do I believe the 20 percent more stat? No... however I do believe that addressing by name is good business in every business. For example, waiters and waitress that address by name on average get 3 percent more tips. I believe that keeping the medications in stock, having the medication ready when the customer comes, and being courteous and professional does lead to more business.

Is it innovative? No. However most stores that I have been to and fix do not practice these customer skills. The pharmacist/ pharmacy manager that can keep their staff focus on these basic customer skills while doing their high workload are the same ones that I always held in high esteem with my high expectations.

Dude, no one is debating that these are bad things. They're good for the patient (notice how I consider them patients rather than customers). We're debating that the metric that CVS uses is arbitrary and unscientific. Would you let the presidential election be decided by 20 random people? Probably not. Triple S is completely bull****. For anyone who has ever taken any kind of statistics course: correlation does not equal causation.

Originally Posted by RedStarRx

After reading all that...man am I glad I was able to get an independent retail gig and left my chain job after graduation. It's almost like brain washing...scary stuff.

Redstar you are correct. Total brainwashing. Anzfarmerboi is evidence of that. He can't even understand that there is no correlation between the scores and script count despite having taken multiple stat courses. Anyone with a basic understanding of statistics can punch holes in the scores. Kudos to you RedstarRx for not joining the CVS cult. You will be better off for it.

Originally Posted by Unchained

Redstar you are correct. Total brainwashing. Anzfarmerboi is evidence of that. He can't even understand that there is no correlation between the scores and script count despite having taken multiple stat courses. Anyone with a basic understanding of statistics can punch holes in the scores. Kudos to you RedstarRx for not joining the CVS cult. You will be better off for it.

It is a measure of customer loyalty. They do have numbers that back them up. It's not to bust your bonus, it's not a large enough part of your bonus.

Generally, the three most important drivers for a business are location, location and location. After that it is service. That's how they measure it. If you have a better way, measure it at your store when you own one, Otherwise your just full of it. Addressing people by name show you know who they are and that gives them a feeling you know them and care about them. It's been a good idea the almost 30 years I have been in pharmacy,

I agree that addressed by name is important and does form a better connection with your customer.

The metrics that CVS uses to gauge your performance are important, but I do agree the sample size is too small to hold much weight.

RPH30....you have a PM.

Has anyone noticed that since Jan 2012- the Triple S scores on avg have dipped? There's a reason why that most of you may be unaware- of- send me a pm and I will tell you what has changed.

Originally Posted by Rxnupe

Has anyone noticed that since Jan 2012- the Triple S scores on avg have dipped? There's a reason why that most of you may be unaware- of- send me a pm and I will tell you what has changed.

Everyone knows why they dipped, it is not like it is some secret.

Originally Posted by Dr Wario

Everyone knows why they dipped, it is not like it is some secret.

What is it?

Originally Posted by Dr Wario

Everyone knows why they dipped, it is not like it is some secret.

Dr Wario trust me there's something about the Triple s that you are probably unaware of

Originally Posted by Aznfarmerboi

If you think of companies that offer good customer service such as Starbucks, Apple, Chick a fil.... they all address you by name. Sometimes, I think that is the reason why a customer is willing to wait a little big longer for their coffee or somebody to help them in an Apple store. All they do is ask for your name and write your name on a coffee cup or put your name on a list waiting to be help. I was at a higher end casino in Atlantic city a few weeks ago, and while their comps are crappy... i go back because their managers address me by name when they are giving me back my comp card. I was at a BMW dealership the other day getting my car serviced... and they address me by name.

Personally, I effing hate the hell out of this as a consumer. Frankly, I find it creepy. This entire idea of making a purchase an "experience." It's like the business is a cult. I'm buying a chicken sandwich. Why are you telling everyone my sandwich is ready? I'd rather the other people in line at the food court don't know my first name. The number system was fine. I rather liked the cold anonymity of a transaction and I don't want some damned salesman calling me by name. But I guess the average idiot is stupid enough to not realize that its a gimmick designed to attempt to endear them to their salesmen.

I also see that I hate every damned company you listed because they are all bull**** style over substance businesses...which goes in hand with their psychological mind game "keep saying their name" wizardry, I guess.

But like I said, most people are idiots, so I guess saying their name works.

Also, there are no high end casinos in AC. The Borgata doesn't count. (Though I haven't been to the new one yet...and the Hard Rock Casino won't be "high end", either.) AC is where hope goes to die a slow, slow death. Hence, I visit so often.

Originally Posted by StallionRx

What is it?

Anti-fraud measures. Survey number in middle of receipt. Not accepting older surveys. Detecting spoofed caller ID calls. Etc.

There are too many ways to manipulate that score it's hilarious. My favorite everyone used was to give free water to someone who got the receipt to call. Another was being extra nice to the customer when it prints. Some stores would tear off when it went to a pissed off customer.

They are trying to create a personal experience by having the teeny bopper at the CVS counter read the person's name off the bag. People aren't stupid. They know that that person doesn't really know them. They have such high turnover at CVS the employees rarely get to know the customers that well.

Originally Posted by WVUPharm2007

Anti-fraud measures. Survey number in middle of receipt. Not accepting older surveys. Detecting spoofed caller ID calls. Etc.

You mean we can't tear the survey off receipts and call in to give ourselves 5's?!?! OH NOOOO!!!! lol. Guess it sucks for all the stores that were busy cheating so they could be "excellent". Why not just tell your best customers to give you 5's when you give them great service and not say anything to those who you upset and just silently pray they don't call in (although those are the main ones who do...). It is what it is. I'm sure people are already trying to find new ways to get around the new system.

Originally Posted by Unchained

Redstar you are correct. Total brainwashing. Anzfarmerboi is evidence of that. He can't even understand that there is no correlation between the scores and script count despite having taken multiple stat courses. Anyone with a basic understanding of statistics can punch holes in the scores. Kudos to you RedstarRx for not joining the CVS cult. You will be better off for it.

Broken stats or not... Calling people by name works in a way. For example, I used to have Scottrade as my brokerage, they treat you right because they are salesman depending on trading commission and want your business; they give you very good customer service. They remember you if you come to the office. It made me think twice to switch to Vanguard. Did it convince me to stay with them even though they are more costly? No. But, it took me two weeks of thinking before I transferred almost $1/2M to Vanguard. If you think they care JUST A BIT, that's all it takes to make you think twice to possibly not transferring. That's a month or two staying with the same company. It gives them more money at the end.

If someone is indifferent to me, I would transfer immediately, just because I also don't give a **** about them. Going to a place that welcomes you is better than going to a place that's indifferent towards you. That's only human. Telling someone else that customer service does not work, it's rather absurd because it does work in a way. Don't bull**** me that you actually like to come back to a place that treat you as a number only/an annoyance.

So, you are completely satisfied getting what you want, and on top of that, they have good customer service and knows you? Compare that to a place that gives you what you want 100% satisfied with the product but ****ty ass customer service (doesn't know you at all)? Given the same location of business/prices/product, you know exactly where you are going next time. It's a no brainer...

Momus there is a difference between calling people by name and actually knowing their name. I believe in providing excellent customer service but I don't believe in using statistically insignificant tools to grade your employees. I understand that businesses need to make us feel special when we are picking up our $10 xanax rx because they have to fill in the empty spaces in our needy lives. They really need to feel that personal connection to the teenager ringing them up.

I use to think CVS wasn't too bad until i actually shadowed CVS top pharmacy supervisors and saw for myself the mysery they put their pharmacist and staff to deal with. It seems as though you have to ask patients a million things when they are picking up/dropping off from can you fill out this survey, do you have a cvs card, do you want to be texted, etc and it's funny to see when people get mad. Also, to call patients at their house multiple times to remind them to fill scripts, pick up, etc. I have walked into multiple CVS pharmacies and saw how unhappy the pharmacist are and swamped with work but they still try to put on a smile (i guess you get use to it). Maybe CVS should start to try and be fair and give pharmacies their right scores like a 4/5 rather than a 0 and have a central center that takes calls, and call patients for refills, etc.

Originally Posted by Momus

Broken stats or not... Calling people by name works in a way. For example, I used to have Scottrade as my brokerage, they treat you right because they are salesman depending on trading commission and want your business; they give you very good customer service. They remember you if you come to the office. It made me think twice to switch to Vanguard. Did it convince me to stay with them even though they are more costly? No. But, it took me two weeks of thinking before I transferred almost $1/2M to Vanguard. If you think they care JUST A BIT, that's all it takes to make you think twice to possibly not transferring. That's a month or two staying with the same company. It gives them more money at the end.

If someone is indifferent to me, I would transfer immediately, just because I also don't give a **** about them. Going to a place that welcomes you is better than going to a place that's indifferent towards you. That's only human. Telling someone else that customer service does not work, it's rather absurd because it does work in a way. Don't bull**** me that you actually like to come back to a place that treat you as a number only/an annoyance.

So, you are completely satisfied getting what you want, and on top of that, they have good customer service and knows you? Compare that to a place that gives you what you want 100% satisfied with the product but ****ty ass customer service (doesn't know you at all)? Given the same location of business/prices/product, you know exactly where you are going next time. It's a no brainer...

Transferring 1/2 M? dats alot of bread for a brokerage account

Originally Posted by Pharmpills

Transferring 1/2 M? dats alot of bread for a brokerage account

Not when I am only paying <0.20% of total asset/year. Find me a non profit brokerage that charges less, I am switching again. Expenses matter.

Most mutual funds charges, 1% of assets, if you have $1 and they take 1 cents every year, you will have 70 cents after 30 years (bad math, but you get the point).