About Us

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.

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“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,” says Avetis.

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“For me, the most important moment is when an organization finally sees the full picture of what’s happening inside—without filters,” says Emma.

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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.