Survey Says - VOTA
What’s the name of the upcoming survey where you can share your thoughts on your experience at Home Depot?
What is Voice of the Associate?
This value is about treating teammates and customers with dignity and empathy.
What is Respect for All People?
A customer reports they never received their online order. What’s your first step?
What is verify order status / tracking information?
What does “BOPIS” stand for?
What is Buy Online, Pick Up In Store?
The acronym “SOP” stands for this.
What is Standard Operating Procedure?
True or False – Your responses in the survey are anonymous and confidential.
What is True?
A customer emails you upset about a missing item. You respond professionally, take ownership, and offer a solution. What value are you living?
What is Doing the Right Thing?
This term refers to the back-end system used to look up customer orders and handle issues.
What is Order Management System (OMS)?
This popular option lets customers have online orders delivered directly to their homes.
What is Direct Fulfillment / Home Delivery?
In customer support, what does "CX" stand for?
What is Customer Experience or Customer?
When leadership gets survey results, what’s one thing they’re expected to do next?
What is create an action plan / meet with the team / communicate results?
Helping a peer troubleshoot a tough chat interaction supports which Home Depot value?
What is Taking Care of Our People?
A customer wants to cancel an order placed 30 minutes ago. What key factor determines if you can cancel it?
What is whether the order has already been processed or shipped?
If an item shows as “Out of Stock Online,” but available in a store nearby, you suggest this.
What is Store Pickup or Alternate Store?
“WISMO” is short for what common customer complaint?
What is Where Is My Order?
What’s a good way to encourage your teammates to complete the survey?
What is remind them of the deadline / emphasize their voice matters / bring donuts?
This value encourages proactive thinking, creative solutions, and owning your workflow.
What is Entrepreneurial Spirit?
A customer says their curbside order is missing an item. You should check this system or tool first.
A: What is BOPIS (Buy Online, Pickup In Store) dashboard / POS system aka HOME?
You use this type of response to close a chat or email with professionalism and warmth.
What is a branded closing / courtesy close (e.g., "Let us know if there’s anything else we can help with!")?
How often is the Voice of the Associate survey offered?
What is twice a year?
Following up with a customer to make sure their issue was resolved builds what?
What is Strong Relationships?
This phrase summarizes the goal of online customer service:
What is resolve the issue, retain the customer, and create a positive experience?
A customer wants to return an online order to a store. What is one condition that must be met?
What is the item must be eligible for in-store return / within return window?
What’s one KPI (key performance indicator) commonly used to measure customer service performance?
What is CES, ASAT, LTSA, Response Time, First Time to Respond