EXCLUSIVE: Starbucks uses a crowd-sourced rating system for its stores that workers say left them feeling shame and helped inspire its unionization effort.
Starbucks coffee supervisor Maddie Vanhook, in Cleveland, on May 19, 2022.Heather Weizsacker, a Starbucks store manager in Seattle, said that she and other managers felt pressured to keep their connection scores high, a concern that trickled down to workers. “There was a lot of shame for those of us that had low scores,” said Weizsacker, who went on medical leave in 2020. “Sometimes other managers would even make ‘jokes’— very demoralizing.
Workers frequently said that trying to improve their store’s connection score contradicted other requirements Starbucks has put in place, such as serving customers drinks faster at drive-through windows. The lack of control Starbucks employees thought they had over connection scores and other aspects of their workplace was part of what some of them said made unions seem appealing.
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