We walk into your business as an anonymous customer, experience everything your guests experience, and hand you a professional report with scores, specifics, and a clear plan to improve.
Most owners lose 10–30% of potential repeat customers to problems they never hear about. We find them before your reviews do.
Here's what industry research and our evaluation framework reveals about the customer experience gaps most businesses don't see.
% of customers citing this as a reason they stopped returning — industry research data
A quick 15-minute call. You share what you care about most — service speed, upselling, cleanliness, ambiance, whatever keeps you up at night. We tailor the evaluation to your priorities.
A trained evaluator walks in as a paying customer. We order food, ask questions, use the restroom, pay the bill. No one on your team knows we're there. That's the point.
Within 5 business days: a professional report with category scores, a written narrative of the full visit, and 5 specific action items ranked by impact. The $750 tier includes a 30-minute walkthrough call.
FirstGlance was founded by a professional with over a decade of experience in high-touch customer environments — from luxury sales to building service operations from the ground up. We know what separates a forgettable visit from a five-star experience because we've designed both.
Our anonymity is the product. We never reveal evaluator identities because the moment your team knows they're being watched, the data becomes worthless. What we do reveal: everything your customers are too polite to tell you.
Structured methodology. Every evaluation uses a 24-point framework developed from hospitality industry standards — not gut feelings.
Calibrated scoring. Our rubric is consistent across every visit so you can track improvement over time and compare locations.
Actionable output. We don't just tell you what's wrong. Every finding comes with a specific, implementable fix ranked by business impact.
In customer-facing industries including luxury sales
Structured, repeatable evaluation methodology
Evaluator identities are never disclosed — by design
Locally operated, focused on the communities we serve
Representative of typical client feedback — names changed to protect anonymity.
Both include a full undercover evaluation. Choose the depth of reporting you need.
The scored snapshot — see exactly where you stand across every category.
The full playbook — narrative, photos, action plan, and a 1-on-1 walkthrough with you.
We come back 60–90 days later to measure improvement. Same evaluator, same criteria — see what changed.
Book a free 15-minute call. We'll discuss your business, what you want evaluated, and whether FirstGlance is the right fit. No pressure, no pitch.
Book Your Free Call