Some highlights:
* "By the end of the year, our customer satisfaction scores were up a full 10 percentage points from where we began in January." (Howard Schultz)
* "We'll continue to make progress toward evolving our food business, as we expand health and wellness options for our customers in the months ahead." (Schultz)
* "Results from the two US test markets and .. the September rollout support our belief that VIA will have no impact on brewed sales volumes within our stores. In fact, while we expected some cannibalization of our packaged coffee business within the stores, the actual cannibalization rate has been very modest to date." (Troy Alstead)
* "We've gained important insights on custom brewing from our new mercantile store, the 15th Avenue Coffee and Tea store, and we will be applying some of those as we move forward." (Schultz)
> Read the earnings call transcript
* "By the end of the year, our customer satisfaction scores were up a full 10 percentage points from where we began in January." (Howard Schultz)
* "We'll continue to make progress toward evolving our food business, as we expand health and wellness options for our customers in the months ahead." (Schultz)
* "Results from the two US test markets and .. the September rollout support our belief that VIA will have no impact on brewed sales volumes within our stores. In fact, while we expected some cannibalization of our packaged coffee business within the stores, the actual cannibalization rate has been very modest to date." (Troy Alstead)
* "We've gained important insights on custom brewing from our new mercantile store, the 15th Avenue Coffee and Tea store, and we will be applying some of those as we move forward." (Schultz)
> Read the earnings call transcript
Thanks Uncle Howie. The reason why the customer satisfaction scores are up because I let the customers know that only "highly satisfied" comments actually count when they analyze the surveys.
Posted by: BOSTON STARBUCKS REBEL | November 06, 2009 at 11:59 AM
I do the same. And I only give them out to highly satisfied customers anyway. Because I want to save my SM from going through hell for something he can't really influence. With the still kind of low return and goals formulated in percentages the answers of just one customer can mean our DM is proud of us or VERY upset.
And it would have been nice to know the actual numbers for the cannibalization. Oh, and if they would have disclosed the actual numbers of via sold, not sampled or rang up as such.
Posted by: me myself and I | November 06, 2009 at 12:50 PM
i really want some of what they are smoking...
Posted by: Burned Bean | November 06, 2009 at 01:21 PM
They're not snorting Via, probably.
Posted by: BOSTON STARBUCKS REBEL | November 06, 2009 at 01:43 PM
Of course brewed coffee sales aren't effected - nobody wants VIA. Nasty after taste and gas creating fake coffee!
Posted by: Scott B. | November 06, 2009 at 03:06 PM
Stop making fun of Michelle Gass.
Posted by: BOSTON STARBUCKS REBEL | November 06, 2009 at 03:16 PM
I have to admit, that was a good one. :-)
Posted by: me myself and I | November 06, 2009 at 03:31 PM
Good job Starbucks! Both Howard and the entire team... although you complaint so much all the time, but that's probably why it separate you from being a successful leader.
Leaders like Howard see long term and optimistic! Let's all look up, forward, not look back! Thanks!
Posted by: JonnySF | November 06, 2009 at 07:04 PM
All I saw in that report was a load of tosh! But there's enough money now to buy a new plane this Xmas. What do U think the color should B, I'm thinking coffee bean brown. Can't U just C it Flying thru thru the air like a giant...?
@JonnySF Ever heard the saying, "TOO MANY CHIEFS BUT NOT ENOUGH INDIANS?" Wait till the ALS is recalibrated to -3% again this holiday season, then we will talk. C U in Jan if I stay that long.
Posted by: @usorthem3 | November 06, 2009 at 07:40 PM
The excessive farting on Via remains a problem.
Posted by: Rodentius | November 06, 2009 at 08:22 PM
Why is Kristine Hung still a RD in the SF (area48) market. Why is Roly Morris (RVP) protecting this RD when Kristine is doing such a bad job. Does Cliff even know how bad Kristine (RD) is doing? Does Cliff even know how bad Kristine is treating her team as well as NOT supporting her team? Does Cliff even care? Cliff and Roly, are you both blind? Stupid? or just don't care?
Posted by: The Truth | November 06, 2009 at 09:04 PM
Starbucks forgot to tell Wall Street that the VIA success is due to the 200% targets set at stores. While the stores focus at reaching the 200% mark, Starbucks is telling Wall Street how successful VIA is because how much VIA beat the 100% mark set for Wal Street. Starbucks, YOU should be ashamed of yourselves.
Posted by: The Truth | November 06, 2009 at 09:10 PM
Hah Roly is just a FoH who was thrown a life preserver when the Starbucks Entertainment ship was sinking.
Posted by: . | November 06, 2009 at 09:27 PM
@ .
Well said. Now, Nor Cal is sinking! Will Roly get another life preserver? Let's be specific, SF Region is sinking and taking Roly along? Wonder when will Seattle know or do something about it? Roly, your assessment skills at Kristine is not that good, and, that is
Posted by: The Truth | November 06, 2009 at 09:50 PM
I am a former barista, as of two weeks ago, who was, with the whole store staff, instructed, explicitly, by the store manager, how to select and coach favorite regular customers on responding to customer surveys. We were explicitly told =not= to give out the surveys randomly, as the Point of Sale tape instructs.
Posted by: Out Of Here | November 07, 2009 at 02:34 PM
*Sighs* So sad how Starbucks cheats on so many things... I wonder why there hasn't been some sort of investigation by Wallstreet, audits and product control investigations, it's sad to see they go around smiling telling everyone how everything is beyond expectations when deep down they are rotting in their own lies but somehow forcing themselves think it is all REAl when it's nothing but a LIE. I can understand that there is real success in some of those numbers, but we have to accept the fact that some of them are highly manipulated and the reason why they are that high is because store level partners were encouraged to do so. While I understand that at some districts this is not happening whatsoever, there are districts where it is happening, and only to save their jobs, that's how afraid RDO's and DM's and SM's of loosing their jobs. As they say... "Welcome to Corporate America!"
Posted by: Saddened | November 07, 2009 at 05:48 PM
The slander against Kristine Hung is entirely uncalled for. Shame on you.
Posted by: BAYAREABUX | November 07, 2009 at 06:37 PM
I am not in California, but it is really terrible to get into bashing specific people by name on this site.
Posted by: TiredOfThis | November 07, 2009 at 06:54 PM
I'm sure people are calling people as they see it. If you treat people like shit, they'll talk shit about you.
Posted by: BOSTON STARBUCKS REBEL | November 07, 2009 at 07:09 PM
Beyond the internecine barb trading, I found it interesting that the word, "Clover", wasn't mentioned once by HS and Company and am wondering if they've decided to press forward or reverse course on the custom brewing business.
Posted by: javajohn | November 07, 2009 at 07:56 PM
Boring, not all stores are bad. My store is kicking butt at Via, it isn't hard. Every "season" we get something to push. Just do it.
Posted by: asdf | November 08, 2009 at 01:02 PM
And to clarify, I'm not some starbucks drone. My SM is amazing. Dm is amazing, and my RM knows us by name. Why post so many bad things about Starbucks when you visit these baristas every day? They are reading what you're saying, like I am. One minute I like what I do the next people are trying to bring me down.
Make sure you say "Starbucks sucks" or "this store" sucks. Not every district and region is identical.
Posted by: asdf | November 08, 2009 at 01:04 PM
is there any way we can use this website to help make starbucks a better place to work? I'm sure if enough customers complained about they way the employees are being treated, management might take some pressure off of us.
Posted by: Jonathan | November 08, 2009 at 08:56 PM
Wall street doesn't investigate until everything is way to late and all is already lost. If they would investigate earlier, they would cause a lot of people loosing a lot of money. And they would loose their own credibility because they waited too long. If they just look the other way, then they can act surprised, once something terrible happens. If it doesn't happen, even better, then they can pretend they knew it all along. Stock trading is all about smoke an mirrors and big fat bonuses for the fat cats at wall street.
Posted by: me myself and I | November 09, 2009 at 12:49 PM
I love how they talk about customer satisfaction then go into optimal schedule, lean processes etc... none of these actually have anything to do with partner satisfaction. If they dont lighten up on us they will be without alot of partners when the job market opens back up. They are using my fear of being unemployed to enslave me.
Posted by: just mw | November 09, 2009 at 09:10 PM
Starbucks has a great product, they treat people well; possibly a bit dictatorial, but that would be the free market system folks. If you have worked for a few ma and pa's you will be glad of the order and training that you get there.
Posted by: patricia parker | November 01, 2010 at 02:35 PM