I suppose the best way to see how the customers really feels about how they are being assisted is to ask them. Perhaps Pep can come up with a customer survey that customers can take to determine how certain expectations of theirs were met ?? Then Pep can know of course who and what they are dealing with. Of course, it doesn't just do any good to just ask how someone feels. It also really matters to ACT on this knowledge. The key to it all is to know good employees who really care about the customer and is not just in it for themselves.