Uncovering the experience behind every journey, every ride, every wait.
In mobility and support services, timing, clarity, and human interaction define the experience. Whether it’s a shuttle service, car rental, public transit, or airport support desk — even minor lapses in coordination or attitude can create major dissatisfaction. <br> Secret Pilot audits the end-to-end service quality and operational flow — revealing what passengers and customers truly experience when they move with you.
Mobility is about more than just getting from point A to B. It’s about reliability, accessibility, and a sense of being cared for. Missed greetings, unclear signage, unfriendly agents, or inconsistent wait times can silently damage your brand and customer trust. In an industry where complaints travel faster than people, clarity and consistency are key.
Talk To A Specialist
Queue management and wait time accuracy
Clarity of communication and signage
Accessibility support for elderly and disabled customers
Staff professionalism, appearance, and courtesy
Ticketing and payment experience
Complaint and delay management
First and last impression performance
Cross-departmental communication
SOP adherence in high-traffic environments
Transportation hubs (airports, stations)
Airport and station concierge desks
Ride-hailing and taxi companies
Train and metro operators
Intercity and charter bus services
Medical transport and shuttle services
Car rentals and mobility platforms
Luggage handling and support desks
Parking and valet service providers We deploy real-time evaluators posing as passengers — observing both routine operations and unexpected scenarios. From boarding procedures to staff interaction during delays, we assess what shapes the customer journey behind the scenes. Our reports combine service metrics with behavioral insights, allowing you to improve what really matters — the human experience of moving through your system.
Why should mobility and support services be audited?
Because customers notice everything — delays, unclear directions, poor communication. Our audits help identify service gaps in real-world scenarios, ensuring your team delivers a seamless, respectful, and reliable experience at every step.
How often should we run an audit?
Most partners benefit from twice-yearly audits, though high-traffic or seasonal operations may require more frequent reviews. Regular check-ins help maintain SOP consistency and catch performance issues before they become visible problems.
Who are the people conducting the evaluations?
Every audit is done by trained evaluators with real-world experience in service environments. They’re briefed on your business, act like real customers, and follow a professional code of ethics throughout the process.
Can you adapt your audit for our specific service model?
Yes. Whether you're a transport provider, assistance service, or facilities support company, each audit is customized to reflect your operational flow, customer expectations, and service delivery model.
What types of organizations do you typically work with?
We work with everything from airport and train station support teams to shuttle services, event logistics, and city mobility programs — anywhere customer movement and assistance are involved.