A study on the influence of mystery shopping as a feedback tool to the job performance of Jollibee Foods Corporation's crew members

Abstract

Employee monitoring is extremely needed by companies for business continuity. However, looking at employees' every move can make them feel uncomfortable and may even cause them to lose interest in their work. Given this problem, a method of monitoring the employees secretly is developed, the Mystery Shopping Program. The purpose of this study is to know the influence of the Mystery Shopping Program as a feedback tool in the job performance of the crew members of Jollibee Foods Corporation. Data from this qualitative study were obtained through a semi-structured interview. Purposive sampling was employed to determine the 10 participants that were interviewed from March 18 to April 7, 2016. This study revealed the following: (1) the mystery shopper's feedback affected the crew members' customer relations skills by driving them to treat all of their customers as mystery shoppers for them to give satisfaction to their customers, (2) the mystery shopper's feedback affected the crew members' quality of service by motivating them to do their best in order to have a much higher and positive rating the next time they would be rated by a mystery shopper again, (3) the mystery shopper's feedback affected the crew members' product knowledge by motivating them to review, learn more, and be always updated with their products. This study may be able to help not only fast-food chains but companies in general to adjust their employee monitoring programs in order to respond to the needs, wants, and expectations of their employees.