Maybe that company and its clients are learning that appearances can be deceptive. (Beauty fades and charm deceives, or something like that.)
Recently, I personally shopped in a store that was new to me. I never have mystery shopped their locations, and I do not know what the employees are expected or allowed to do. I only know that months later, I still remember the dude who has more personality than the entire membership of this forum combined.
In some shop surveys, he would fail for long hair, tattoos, jewelry and/or the ubiquitous "hey, man" and "dude". He would have failed those odd social psychological perception tests in which raters judged people's character and capability based upon shirt color, hair length, and/or numerous other potentially spurious factors. Your professor who introduced you to such educational resources may have been indistinguishable from a down-and-out druggie, depending upon when and where you went to school.
With me, a random actual customer, the memorable dude wins for smile, efficiency, accuracy, friendliness, and an ineffable something that gives him rapport with all kinds of customers.
These pass or fail qualities lurk behind all kinds of appearances. It would be a mistake to continue to assort people strenuously according to appearance and to the exclusion of personal characteristics that persuade, influence, sell, close, delight, and otherwise contribute to actual revenue.
@op: Is the perceived crappiness ever offset by proximity to other shops, something fun, or just having a few bucks now while you are waiting out a rotation until it's time for a shop that you prefer?
My garden in England is full of eating-out places, for heat waves, warm September evenings, or lunch on a chilly Christmas morning. (Mary Quant)