You’re definitely right. The employee was helping one customer, but made no effort to help another customer (me). My issue was with the employee not even trying to help me.

I run a Mystery Shopping company. Many clients ask us to measure the focus and attention given to the customer. Any deviation or distraction can be marked down if the question is poorly created.

Perhaps the employee was actually engaged and doing the right thing. It may be they are measured on the wrong things.