What type of culture is encouraged among employees through the secret shopper program?

The correct choice emphasizes a culture of "Personal Ownership" among employees, which is fostered through the secret shopper program. This program allows employees to take responsibility for their work and how it is perceived by customers. By having secret shoppers evaluate their service and the quality of the food, employees are encouraged to view themselves as integral parts of the customer experience. This sense of ownership motivates them to perform at their best, ensuring they provide high-quality service and maintain the standards that Five Guys is known for.

Employees who feel a sense of personal ownership are more likely to take pride in their tasks and engage more thoughtfully with customers, leading to better service outcomes. Furthermore, this culture helps create a positive work environment where employees feel valued and accountable for their actions, which ultimately enhances customer satisfaction and loyalty.