Secret Pilot was founded by Avetis Varosyan and Emma Varosyan as an initiative that combines deep business analysis with a critical, experience-based approach to service evaluation.
At the heart of our project lies a simple but solid belief: true quality often goes unmeasured.
It hides in a customer’s choice of words, in frontline staff behavior, in micro-interactions shaped by internal culture, and in the tiny things that don’t get tracked—but are always felt.
The idea for Secret Pilot emerged after years of observation.
We studied service delivery processes and internal behaviors across various industries and found a common pattern: many companies gradually lose customer trust and brand value not because of poor strategy, but because of unnoticed habits, inconsistent routines, and a lack of structured oversight.
That’s why we developed a toolkit for revealing what’s usually left unseen—service gaps, non-compliance with standards, damaging behaviors, and image-deteriorating practices.
This goes far beyond basic mystery shopping. It’s a full-spectrum service quality audit built on insight, evidence, and total clarity.
In business, nearly everything gets measured—except what often matters most:
real impact.
We believe that behind every measurable result lies a set of immeasurable factors: emotional intelligence, a culture of accountability, honest feedback, and human dynamics that drive the customer experience.
These elements may not show up in reports, but they shape how quality is truly perceived.
Secret Pilot connects numbers with people, metrics with meaning—offering a system of oversight that’s based not only on what can be measured, but also on what must be understood.
This isn’t just theory; it’s what we’ve seen in practice.
Our mission is not just to monitor.
It’s to help businesses see what traditional evaluations often miss.
Secret Pilot was founded on the belief that real business quality is hidden in the details – employee behavior, customer reactions, internal culture—not just in reports or ratings.
We work alongside organizations as an objective and reliable partner, uncovering performance gaps, missed opportunities, and normalized behaviors that silently undermine growth and reputation.
Our method is built on auditing, analysis, and action.We go beyond identifying what happened—we dig into why it happened and what must be done to correct it.
Secret Pilot supports decision-makers and frontline teams by making the pulse of the business visible and enabling real-time response to operational drift.
We don’t assign blame.We clarify, improve, and elevate through evidence-based insights, industry benchmarks, and human intuition.
Our mission is to restore clarity where confusion lives, and control where inconsistency hides.
Secret Pilot — be on the pulse.
We are a focused team of observers, analysts, and customer experience specialists, dedicated to helping businesses see beyond the obvious.
Our work requires intuition, patience, and precision—and we bring all three to every engagement.
Our backgrounds span industries: from hospitality and service design to operations management, brand insight, and data analysis.
What unites us is a simple belief:
Quality isn’t just measured — it’s felt, shaped, and delivered by people.
We observe quietly, report with integrity, and advise with clarity.
We are your trusted mirror — reflecting what works, what doesn’t, and what can be better.
“We’ve studied, analyzed, asked again, and reframed every step—because we didn’t want to launch just another service, we wanted to make a meaningful difference.”
“For me, the most important moment is when an organization finally sees the full picture of what’s happening inside—without filters.”
“Secret Pilot is a project that aims to transform how businesses reflect on themselves. I truly believe that accurate observation is already part of the solution.”