The Effectiveness of the Mystery Shopper Program on the Job Performance of the Employees of United Coconut Planters Bank United Nations Avenue Branch

Abstract

This study aimed to evaluate the effectiveness of the Mystery Shopper Program in the job performance of the employees of United Coconut Planters Bank-United Nations Avenue Branch (UCPB-U.N. Ave. Branch). It intended to describe the effects of the program on the bank employees’ motivation and development of technical competence. It also determined whether the employees and the Branch Operations Officer of the bank have similar points of view regarding the effectiveness of the Mystery Shopper Program. The study was both descriptive and evaluative as it looked into the specific effects of the Mystery Shopper Program and how it is viewed by the employees subject to it and the Branch Operations Officer who conducts the appraisal interview. There were two research instruments, the interview schedule and the survey questionnaire, used to supply the data for the objectives of the study. The interview schedule was used for the Branch Operations Officer of UCPB-U.N. Ave. Branch. The survey questionnaire, on the other hand, consisted of close-ended questions for the employees. At the end of the questionnaire, a space was allotted to give the respondents the option to share their further comments on the Mystery Shopper Program. The responses from the survey were tallied using frequencies and tables. Gathered data were analyzed by determining whether the responses were favorable or unfavorable on the topic at hand. Answers to the survey represented the points of view of the employees, while the information generated from the interview correspond to the opinion of the Branch Operations officer of UCPB-U.N. Ave. Branch. The results revealed that the evaluation from the mystery shopper affects the motivation of UCPB-U.N. Avenue Branch employees positively. However, as a response to the open-ended question at the last part of the questionnaire, one of the respondents asserted that the Mystery Shopper Program is more of a negative motivating factor because it instills fear in the employees to do a certain task. Findings also showed that the evaluation from the mystery shopper allows the employees to develop their technical competence. Finally, results showed that the employees and the Branch Operations Officer of UCPB-U.N. Ave. Branch have varying points of view regarding the Mystery Shopper Program. Though the employees welcome performance feedback, it was also found that most of the employees do not favor the Mystery Shopper Program as a performance appraisal system. It was concluded that the Mystery Shopper Program of UCPB is effective only to some extent. The appraisal interview phase is an effective stage in the process of the Mystery Shopper Program as it allows the employees and the Branch Operations Officer to collaborate on ways to improve the employees’ performance.