Safeway Members Pressured to Improve Scores

Safeway management is once again putting pressure on Safeway members to improve audited customer service scores. Management is doing this as Safeway continues to reduce members’ hours, and yet management’s expectations to improve customer service are at an all time high.

The union has received reports from across the province about a member’s name coming back on a Mystery Shopper Report with a “no”, with the members then often berated and treated in a disrespectful manner by management.

Some District Managers have been intimidating their Department Managers, making them write reports on employees who have had the misfortune of receiving a “no” on a Mystery Shopper Report. 

With Safeway pushing for members to reach higher standards while management continues to cut hours, it is no surprise that morale in the stores continues to drop, and that management’s perverse logic (slashing hours off the schedule but expecting improved customer service) is having an adverse effect on sales.

It has been reported to the union that managers don’t even take the time to say hello to their own employees anymore, and that the only time members hear from a manager is if they’ve received a bad Mystery Shopper Report.

“We know how hard the members work, and know you know how to do your jobs well,” said Ivan Limpright, President of UFCW 1518. “Whether you are a new hire or a member who has been with the company for many years, you deserve to be treated with respect, and should not be left feeling intimidated by management.”   

Employees can not be disciplined for superior service. All Safeway members should immediately contact their full-time Union Representative if their store manager or district manager says anything they find offensive or think is inappropriate in regard to superior service.

If you don’t know your Union Representatives name or contact number, please click here or check on your store’s union bulletin board.