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JoAnn adds feedback to F.A.S.T. satisfaction

Expanding its mandate for employees to enhance customer service four ways, Jo-Ann Stores will now measure how well store workers perform these functions by asking customers to report on their in-store experiences.

The F.A.S.T. customer satisfaction initiative, in place since August 2001, directs Jo-Ann employees to offer customers a friendly greeting, ask what the customer is making to ensure they have everything they need, provide a speedy checkout, and thank them for their business.

Working with Service Management Group, a retail research and consulting company in Kansas City, MO, Jo-Ann has stepped up the concept to include measuring results and providing stores with a progress report. It's slated to be in all stores by Feb. 1.

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