Mystery Shopping has never and should never be used as a method to “point the finger” to a staff member accusing them of poor performance. In fact, it was meant to serve as the opposite.
Pointing out to the staff where – in a rehearsed scenario – they when wrong. Yes, some companies would base the staff’s bonus on these results, and truly that is to the discretion of the company. Although, explaining what the Mystery Program is all about, why there was a penalization on the bonus and how to improve to be better next time. May in turn negate the negative effects and turn it on its head.