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Customer feedback makes it all worthwhile for third world coffee picker

[Edition 74] Hours of back-breaking work were made worthwhile today for Kenyan coffee picker Abuya Wakesa when she received her customer feedback forms from Starbucks. “Eighty-three percent of customers thought my beans were good,” said Wakesa from the comfort of her one-bedroom thatch hut. “It’s their satisfaction that gets me back out in the field and keeps me smiling throughout my 12-hour shift.”



Abuya Wakesa and one of the Starbuck feedback forms

[Edition 74] KENYA, Friday: Hours of back-breaking work were made worthwhile today for Kenyan coffee picker Abuya Wakesa when she received her customer feedback forms from Starbucks.

“Eighty-three percent of customers thought my beans were good,” said Wakesa from the comfort of her one-bedroom thatch hut. “It’s their satisfaction that gets me back out in the field and keeps me smiling throughout my 12-hour shift.”

While many believe that the feedback forms are a mere public relations stunt, Starbucks CEO Howard Schultz assured customers that their feedback was important to the company and its employees.

“We like all of our ‘partners’, as we call our employees, to know what the customers are thinking. It makes them happier and more informed workers,” said Schultz. “And it also serves as a warning if we want to sack them.”

For those, like Wakesa, whose feedback is positive, the link to the customers is vital.

“I am always dying for the end of the month when my package arrives from Starbucks,” Wakesa admitted. “Mainly to get the $3 I get paid each month for my coffee beans, but the feedback is important to me too.”