It's amazing that management has the time and resources to track how WELL Lowes customers are being serviced, and then use that tool to generate negative occurrences for the purpose of disciplining employees.
This tactic is just one of many used by incompetent lower tier managers to set the stage for staff reductions.
Remember, the company is in a massive reduction of forces effort, and they will do anything possible to avoid paying unemployment benefits. These store clowns teach each other these tactics, and the company can claim ignorance of their actions.
I have experienced a similar situation, and was saved by having evidence exposing several store managers and a district manager's untruthful statements. These people are unethical and morally bankrupt.
One consolation we can get from this smoke and mirror program to artificially manipulate financial performance is that when it fails, and virtually every campaigns like this do, the architects of the project will be exposed.
I have noticed this as well. You were lucky to be able to prove them wrong, many don't have that option.