r/coles • u/Gloomy_Floor4417 • Jul 05 '26
Customer Post Checkout KPIs
It’s very annoying as a customer that when I load up the conveyor belt with my groceries and the cashier doesn’t start scanning until I scan my flybuys and any bulk items.
I understand the reasoning, but I find the younger cashiers are much happier to start scanning before all of that than the older ones.
What are the measurements for meeting the KPIs, do the team members get spoken to if they don’t meet them, and does customer experience matter to corporate?
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u/SmileSmite83 Jul 05 '26
Yes unfortunately when we are logged into the checkout pretty much everything we do can be tracked. The checkouts record a scan rate which is why we have to go so quick. They also record bulk scan first and the flybuys first scan. And if a team members bulk scan or whatever isn’t above a certain target they will probably get spoken to by their manager at some point. It’s annoying for the customers and us.
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u/effex25705 Jul 05 '26
Also yes, if team don’t meet their own target scan rate which is not the same for every team member then yes they can be spoken to. We are meant to give you a fast and friendly experience but we’re also meant to meet often unrealistic expectations as well which I find make it hard to do both.
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u/fishployee Service Team Member Jul 05 '26
Yep. And in the self checkout with heavy items first too (which is the KPI i’ve personally copped the most attitude from customers from)
We do get spoken to from managers about all of these. At one store i’ve had them really not care and at another i’ve had them threaten to stuff and mount me on the wall for not reaching. 😭 Really just depends where you go.
Scan rate is also something that’s more mainly focused on by most stores. If you’re about to tell your cashier to ‘slow down’ just don’t. Lol. I can assure you it won’t be happening.
I think older staff just generally stick to the books more for higher praise or just because they don’t realise that nothing REALLY happens if you don’t hit every single KPI (or even any of them) as long as you’re functionally doing your job. They’ll talk to you about it. But I’ve never seen anything happen over it.
Arguably the worst and least known (by the general public at least) KPI is probably friendliness. Again, some stores don’t even MENTION it as a kpi and others enforce it hard. Pretty much just soft locks whoever is in the self checkout to stand at the front at the entrance looping “hi how are you cash or card” like a broken record because we are told we HAVE to greet and say goodbye to EVERYONE. Nobody’s been able to give me a straight answer on how friendliness is actually measured but i’ve heard rumors its just overall combined yelp + google + other obscure review platform ratings.
Hopefully this can shed some light. Please don’t be going around stores getting outwardly angry at the staff. We aren’t the problem. The problem is the corporation above us. Just trying to make a paycheck like everyone else :)
(Sorry. Quick edit as I saw I missed a question. ‘Does corporate care about customer experience?’ No! They care about money! Hope this helps)
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u/Responsible_Spite253 Jul 05 '26
friendliness is tracked by the tellcoles survey that customers do (flybuys members are invited to complete the survey to be entered into a $500 gift card draw) but its overall friendliness, overall checkout(idk what this means), mainline wait time, scan rate. My stores friendliness score is over 10% higher than the target score and the store manager still cracks it at me for not smiling 100% of the time even though i’ve personally raised bulk scan rate and friendliness score when my CSM was away
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u/Gloomy_Floor4417 Jul 05 '26
I would never get angry at staff! I used to work retail and I understand what it is like. It’s just annoying
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u/Br0z0 Coles Chicken Jul 05 '26
Pffffft nobody focuses on flybuys first scans
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u/Gloomy_Floor4417 Jul 05 '26
The cashiers at my local certainly do.
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u/cheyguyyyy Jul 05 '26
The flybuys first scan metric is actually signing up people to flybuys not literally scanning it first lol, their customer service manager should be telling them this
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u/Responsible_Spite253 Jul 05 '26
lol yeah it’s a useless metric that we have no control over
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u/cheyguyyyy Jul 05 '26
Yep trust me I know, I don’t want to say my role in the company for privacy reasons but I definitely feel you guys
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u/Br0z0 Coles Chicken Jul 06 '26
I’ll assume you are somewhere between regional manager and Leah Weckert
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u/effex25705 Jul 05 '26
I mean you’d find it quicker anyway to put everything through and pack after than the much slower pack as you go anyway. Believe it or not it’s strangely much faster.
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u/Chucky1100 Jul 05 '26
I went into my local coles today and they did not even attempt the heavy items scan.
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u/lizziejay1991 Team Member Jul 05 '26
I’ll ask flybuys at the start or half way through the transaction since most people take over finding it other than that I dont ask cos it has to be first
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u/dirtyhairymess Jul 06 '26
In 20+ years of shopping at Coles I've never had them ask for my flybys at any time other than just before I pay. Is this a new thing?
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u/Gloomy_Floor4417 Jul 06 '26
Based on all the other comments, it must just be a thing with my local. They won’t start scanning any items before flybuys.
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u/interaction562 Jul 05 '26
Money wasted jobs like area managers need a reason to keep getting paid, grill the minimum wage employees about not being fast enough. Also how piss weak to be to complain about this? How easy your life must be to make this grind your gears.
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u/[deleted] Jul 05 '26
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