Where every bite, gesture, and second counts.
In the food & beverage industry, your success depends on more than great taste — it's about delivering consistent, memorable experiences that reflect your brand values. Secret Pilot goes beyond checklists to uncover how real customers perceive your establishment in every interaction.
A single service misstep can damage your brand’s reputation, reduce repeat business, and affect ratings and reviews. Our specialized audits show what guests truly feel — from emotional tone to service flow and staff behavior — helping you build loyalty, not just transactions.
Guest greeting and seating process
Cleanliness, food safety cues, and hygiene
Menu presentation and staff knowledge
Order accuracy and wait times
Staff communication and coordination
Atmosphere: lighting, temperature, music
Complaint handling and recovery moments
Consistency across time and staff shifts
Alignment with brand standards and SOPs
We conduct mystery shopping evaluations through trained professionals posing as real guests. Each audit is tailored to your concept and structure. Our methodology blends quality assurance benchmarks with human-centered insights — revealing the “why” behind what works and what doesn’t.
We don’t just inspect — we interpret.
What types of F&B establishments do you evaluate?
We cover a wide range, including restaurants, cafés, bistros, bars, food courts, hotel dining outlets, and quick-service or fine-dining venues.
What do you look for during a mystery visit?
We evaluate key quality assurance elements such as: staff courtesy and response time, cleanliness and food safety indicators, ambience, music, lighting, and temperature, order accuracy and timing, behavior under pressure, guest journey consistency.
Can we customize the evaluation form?
Yes. We can align our audit criteria with your existing SOPs or internal checklists. That way, you get results that are not only actionable, but also internally relevant.
Will we receive any certification if we pass?
Yes. We issue a Secret Pilot Quality Certification and a physical evaluation sticker, provided the location meets the required performance standards.
How does this differ from a health inspection?
Yes. We provide a results-based summary with optional certification and visual badges/stickers that can be used internally or on digital platforms.Health inspections focus on legal and sanitary compliance. We go further, assessing the customer experience, emotional tone, and brand consistency — the things that affect your ratings, reviews, and repeat business.