Mystery shopping program is mentioned here: See [
en.wikipedia.org]
"Controversies
Affective labour issues
Pret A Manger has been cited as being particularly vigorous in extracting affective labour from its employees.[28] Affective labour (or emotional labour)[29] is work which involves manipulating a person's emotional state.
Pret A Manger demands go beyond traditional requirements for fast-food workers (such as courtesy, efficiency, and reliability) to such tasks as having "presence", demonstrating a quirky sense of fun, and exhibiting behaviour consistent with being inwardly happy with oneself.[30] Pret A Manger uses mystery shoppers to ensure that employees deploy markers of a positive emotional state.[28][31] This has led to some criticism of the company for over-reaching[28][29][32] while drawing some praise for the business model.[31][33]"
Jamie
Editor and shopper