I've mentioned before that I worked in a grocery store for a few years. We'd always had secret shoppers but toward the end of my employment they added two new fun things
They'd get executive staff to go into random stores in street clothes and pretend to be customers. There were very specific things you were supposed to do (make eye contact, give a verbal greeting, ask if you could offer any assistance, mention your department's special sale item, offer a sample if they expressed an interest in an item, etc.). If you missed any of the attributes you'd get a 5 minute lecture on customer service, aka "coaching". We had to roll-play these scenarios with our coworkers. We even had to keep a log with each department manager's signature to prove that every employee had roll-played that day.
The 2nd thing they added were "selling suggestions". You were supposed to glance in the customer's basket, make a note of what they were buying, and suggest an item from your department that tied in. For example, customer has an angel food cake, suggest some fresh strawberries. Customer has steaks, suggest some corn to grill with them. Or, customer asks where the frozen broccoli is, direct her to the fresh. It was absolutely ridiculous. People complained at us constantly. I had one customer literally set her hand basket down and walk out of the store. I felt so horrible. Here this poor lady just wanted to grab a few things and I had literally driven her out of the store by being annoying.
We all hated it, but if you got caught not doing it, you could get written up. Fortunately that only lasted a few months and then "they" claimed we weren't getting enough work done having to spend so much time interacting with customers (because you never knew who was a secret or company shopper, so you had to go through all this with every. single. person!) Yeah, that was the problem. We weren't doing it correctly so it was taking too long. Based on the number of people who requested comment cards just from me, I'm guessing what happened is their genius ideas to drive up sales resulted in a noticeable loss of customers. So yes, contacting corporate and letting them know their new ideas stink really does work!