Confidence sells. We reveal what undermines it.
In financial services, every word and every gesture carries weight. Whether it’s opening a bank account, filing a claim, or inquiring about a loan, customers expect clarity, security, and professional service. Secret Pilot audits the real experience behind your counters and call centers — identifying gaps between brand values and actual delivery.
This sector is built on trust, compliance, and transparency. But untrained behavior, vague answers, or pushy sales routines can damage long-term relationships. We highlight the unseen service flaws that lead to client churn, regulatory risk, or reputational harm — and help you align front-office behavior with brand promises.
Greeting and identification processes
Clarity of financial product explanations
Staff knowledge on terms, fees, and risks
Transparency in offers, disclaimers, and eligibility
Handling of objections or comparative product questions
Complaint response and resolution procedures
Branch environment, privacy, and professionalism
Adherence to scripts, SOPs, and legal disclosures
Sales vs. advisory behavior balance
Tone, body language, and customer reassurance
We pose as potential clients with realistic inquiries: opening accounts, exploring policies, requesting quotes. These scenarios reveal how service quality is delivered under pressure and what customer trust is truly worth.
Do you evaluate both front-office and call center operations?
Yes. We test both physical and remote customer service channels for consistency and tone.
How do you test compliance and accuracy?
We assess disclosures, verbal transparency, and consistency with advertised terms — checking for regulatory risks.
Can this reduce churn and complaints?
Absolutely. By fixing invisible trust gaps, our insights help improve loyalty and complaint handling.
Will you pose as high-risk or sensitive customers?
We can simulate various profiles (e.g., first-time borrowers, claimants, high-net-worth clients) to stress-test your team.
Do you help with SOP development?
Yes. Our findings often feed into procedure redesign and compliance-focused staff training.