When customers complained that employees at Freddy's Fast Stop Stores were unfriendly,Freddy's instituted its Smiling Service program,which required all employees to greet and make eye contact with every customer and always smile and offer help whenever the customer appeared to need any.Mystery shoppers were used extensively to make sure the employees were adhering to the Smiling Service program.In terms of the process for developing service standards,the mystery shoppers were an example of:
A) Benchmarking
B) Trailer surveys
C) Relationship research
D) Feedback mechanisms
E) Experiential research

Question

Quizplus · Accepted Answer

The mystery shoppers were used as a feedback mechanism to ensure that the employees were adhering to the Smiling Service program. The program was developed to address the issue of unfriendly employees, which indicates that it was developed based on customer feedback. Therefore, the correct option is feedback mechanisms.

When Customers Complained That Employees at Freddy's Fast Stop Stores