Every interaction matters. We measure the ones that make or break loyalty.
In the retail and wholesale world, consistency and experience are everything. A single unfriendly interaction, confusing product layout, or inattentive service can lead to cart abandonment, lost upsells, and poor reviews. Secret Pilot helps you understand what your customers actually experience, and what drives — or kills — brand loyalty.
Customers today expect more than just shelves and checkouts. They demand relevance, helpfulness, and service quality that aligns with your brand promise. We detect gaps between your training manuals and real-life execution — where sales opportunities are missed, and customer trust is silently eroded.
Staff approachability and product knowledge
Speed and accuracy at point of sale
Store layout clarity and signage effectiveness
Shelf organization and product availability
Cleanliness, lighting, and physical comfort
Handling of returns, complaints, or requests
Interaction tone and professionalism
Cross-selling and upselling behavior
Consistency across multiple store locations
SOP adherence and visual merchandising accuracy
We visit your retail location or distribution point as real customers — asking questions, shopping, returning, or browsing without bias. The result: accurate feedback rooted in real scenarios that affect your bottom line.
Do you only audit physical stores?
No. We evaluate hybrid models, including physical stores, online order pickups, and customer support centers
Can you assess product knowledge among staff?
Yes. We ask targeted questions and track how accurately and confidently staff respond.
Do you evaluate checkout speed and accuracy?
Absolutely. We simulate real shopping journeys, including point-of-sale interactions, to capture transaction efficiency.
Can we audit multiple branches?
Yes. Our system is designed for multi-location consistency analysis. We compare results across cities, chains, or franchise locations.
Will we receive visual feedback?
If permitted, we provide annotated visuals, signage errors, and layout recommendations.