Question

You hire three people to be 'secret shoppers' at your store at random times. You give employees rewards based on how they do during the secret shoppers' visits. What is the purpose of hiring secret shoppers and rewarding employees based on their performance?

1) To evaluate the quality of service provided by employees
2) To increase employee morale
3) To gather feedback from customers
4) To identify areas of improvement in store operations

Answer 1

The purpose of hiring secret shoppers is to evaluate employee service quality, improve customer experience, and motivate employees through recognition and rewards.

Step-by-step explanation:

The purpose of hiring secret shoppers and rewarding employees based on their performance is threefold. First, it aims to evaluate the quality of service provided by employees. Second, it serves to improve the overall customer experience by gathering firsthand feedback on store operations and employee behavior. Third, it stimulates employee motivation and morale by recognizing and rewarding good performance, which may lead to repeat customers and positive business reputation. Performance appraisals, such as 360-degree feedback, can also be a part of these evaluations, offering comprehensive views for employee development and improvement.