Geetika is a supervisor at a call centre. She monitors her employees' calls and keeps a record for each employee of times when they provided exceptional customer service as well as when service was not helpful or substandard. Which performance appraisal method is she using?

Critical incident method records examples of an employee's good performance and bad performance as each relates to performance objectives that have been previously set for the employee. This method is also referred to as work sampling. This method requires careful observation and recording of incidents of an employee's performance during a given period. If care is not taken to record incidents, the results will be distorted and give an incorrect impression of performance. Here Vriddhi is following the critical incident method by keeping a record of high and low performance examples of each employee.