A grocery store just finished another year of operations. As part of their annual wind-down process, they will compile the actual performance metrics to be used in their balanced scorecard (BSC). One of their objectives this year was to increase customer satisfaction as measured by an increase in the average customer satisfaction rating. Which of the following could be a red flag that someone used unethical behavior to achieve this goal?
A) A cashier rings up an order twice and immediately corrects the mistaken, hoping the customer is satisfied by the interaction.
B) A manager creates several new email addresses so they can falsely complete multiple customer satisfaction surveys.
C) A manager gets kickbacks to promote a new product that will likely make customers more excited to shop at the store.
D) A store clerk decides to help a customer to their vehicle with their groceries in the hopes that the customer will give the store a better rating on a survey.

Question

Quizplus · Accepted Answer

This question requires familiarity with the objectives used to achieve various perspectives on a BSC and what actions are unethical when trying to achieve those objectives. Choice B is correct because the behavior is both unethical and it aligns with the goal of increasing the reported ratings for customer satisfaction in the current year. The remaining three choices are a mix of unethical or ethical, but none are both unethical and aligned with increasing the customer survey satisfaction ratings.

A Grocery Store Just Finished Another Year of Operations