We don’t just walk in and take notes. We plan it like a real-world test. Before the audit, you can tell us what kind of scenarios you want us to play out, like a difficult customer, a confusing return, a booking issue, or just a casual walk-in. We then step into that role and see how your team handles it. Are they calm under pressure? Are they helpful without being prompted? Do they actually follow policy or just brush people off? The goal is to recreate what real people experience, especially when no one’s holding your team accountable.

Yes, and that’s the power of this service. You can tell us exactly what kind of situation you want to see play out, a customer asking for a refund, someone testing staff knowledge, a guest with a special request, or even how your staff handles complaints. We use your instructions to run a real-world check, without tipping anyone off.

This works best in any environment where staff interact directly with people,  retail stores, hotels, co-working spaces, service-based offices, clubs, salons, and even customer support teams. If you’ve got staff who represent your brand when you’re not around, this audit will show you what’s really happening.

This is deeper. We don’t just check boxes or score scripted answers. We evaluate tone, energy, consistency, problem-solving, and how your team reacts under real pressure. We also allow you to customize the experience, so it feels more like your business and less like a generic test.

Not if it’s used the right way. Most clients use our audit to improve, not punish. You can use the findings to coach your team, identify top performers, or uncover blind spots. Nothing is published, and no one is shamed. You get the insight. What you do with it is up to you.

Standard delivery is within 3 to 5 business days after the audit is complete. If you need it faster, we offer a priority 48-hour turnaround you can add during checkout.

Highly unlikely. We’re discreet, trained, and we blend in naturally. We’ve shadowed staff, posed as assistants, and even joined customer queues without raising any suspicion. If your team treats all customers well, we’ll reflect that. If not, you’ll see it too.

Yes, we do travel for on-site audits. Remote evaluations can be done from anywhere, but if you need us on location, we’ll go there. Travel and accommodation costs are not included in the audit price and will be discussed with you before booking. No hidden fees, just honest planning and clear terms.