For a Shopify merchant with multiple locations, implementing a competitive leaderboard based on POS survey feedback is a fantastic way to encourage friendly competition among store teams and drive improvement in customer experience. By gathering location-specific insights, they can see which stores are performing best and identify areas for growth. Here are five question ideas that could be used to rank stores and foster healthy competition:

1. “How Satisfied Are You with Your Shopping Experience Today?”

This question can help gauge the overall customer satisfaction at each location. Responses (scored on a 1-10 scale) provide an average satisfaction rating for each store, which can then be tracked over time and ranked.

Leaderboard Metric: Average satisfaction score.

2. “How Likely Are You to Recommend This Store Location to a Friend?”

Also known as the Net Promoter Score (NPS), this question gives an indication of customer loyalty and store reputation. A high NPS score can indicate that a location is excelling at customer experience, while a low score can signal a need for improvement.

Leaderboard Metric: Average NPS score.

3. “How Helpful Was Our Staff Today?”

This question rates the performance of store staff, focusing on customer service. A 5-point rating scale (e.g., from "Not helpful at all" to "Extremely helpful") provides insight into how well each store team is engaging with customers.

Leaderboard Metric: Average helpfulness score.

4. “Did You Find Everything You Were Looking For at This Location?”

This question helps identify any product or inventory gaps that might exist at certain locations. It also reveals which stores are better at meeting customer needs.

Leaderboard Metric: Percentage of “Yes” responses, or alternatively, the percentage of “No” responses that have been addressed by staff.

5. “What Was the Most Positive Aspect of Your Visit Today?”

This open-ended question allows customers to highlight specific aspects they appreciated (e.g., staff friendliness, cleanliness, layout, product selection). Store teams can learn what they’re excelling at and share best practices across locations.

Leaderboard Metric: Frequency of specific keywords or themes (e.g., “helpful staff” or “great layout”) that appear in responses, which can then be used to create categories like “Best Customer Service” or “Best Store Layout.”

Implementing the Leaderboard

Scoring: Each location can be scored based on their performance in each category, with points assigned for first, second, third, etc.

Regular Updates: Leaderboards can be updated monthly or quarterly to reflect real-time customer feedback.

Reward System: Stores consistently ranking at the top could be rewarded with incentives like bonuses, recognition awards, or team celebrations.

This competitive, insight-driven approach can be highly motivating for store teams and effective for improving customer satisfaction across multiple locations.