at a medical clinic in billings, montana, patients routinely rate desk attendant and nursing personel on behaviors such as courtesy, promptness, and quality of care. domino's pizza hires mystery customers who order pizzas and then evaluate the performance of the telephone operator and delivery person. the owner of a carpeting firm in utah uses a customer checklist to monitor the on-site performance of carpet installers. the use of customers as appraisers has the additional advantage of educating customers in what the organization expects from employees. this can help create greater alignment between customers is getting a fair sampling of customers experiences. customers who have particularly bad experiences may be more likely to complete a questionnaire