The purpose of using customer feedback as a needs analysis is that praise means what employees or the organization needs to maintain, while complaints mean what that customers are not dissatisfied and that employees or the organization need to improve. (Barlow & Ller, 1996.) “Mystery shoppers” are a modern way of evaluating employee performance and it has become a trend since “mystery shoppers” are not an internal source, so no one will know who is the mystery shopper and employees cannot cheat to get a good result. Additionally, “mystery shoppers” will visit the organization at any time to evaluate employees so that employees work naturally and the mystery shopper can have a more authentic and fair result for the boss (Latham, 2012.) Performance reviews can also assess what new employees need to improve and it can effectively analyze the employee's behavior. Additionally, performance reviews can allow the supervisor to provide specific training aimed at learning about the employee's performance. Since performance appraisals can identify different employees who have different inappropriate behaviors (Leong Wee,