One well - known undercover boss success story was in a large supermarket chain. The undercover boss found that the checkout clerks had a great understanding of customer needs. They suggested adding more self - checkout lanes and improving the layout of the express lanes. When these changes were made, the checkout process became much faster, reducing customer wait times. This led to more satisfied customers and an increase in repeat business. Another story is from a clothing store. The undercover boss learned that the sales associates knew which styles were popular but not well - stocked. By restocking those items, the store saw a significant increase in sales and was able to better compete with other stores in the area.