# Store assistance survey

Improve how customers find help with a purchase.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. What information were you seeking?

Answer: ____________________

## 2. How did you find a staff member?

Answer: ____________________

## 3. What assistance route would help?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. The information sought identifies the purchase question for which a customer needed help. Clarify assistance scope without collecting personal purchase or employee details.
2. The assistance route reveals whether customers can identify where to ask a purchase question. Explain actual help points and staff-role scope, without collecting employee names or equating visible assistance with advice quality.
3. A helpful assistance route identifies where customers should find the appropriate help point. Base the change on actual staffing arrangements without promising advice quality or immediate availability.

Interpretation caution: Do not identify staff in public criticism.


## Illustrative finding and follow-up

Observation: Customers cannot distinguish available staff from occupied staff.

Action to test: Create a clearly marked help point.

Follow-up: After trying the change, repeat “What information were you seeking?” with people who experienced it. Check whether they still describe the original issue: customers cannot distinguish available staff from occupied staff. Compare explanations and sample context, rather than claiming the change caused an improvement.