A silent visit is a walk through your application point as an ordinary stranger. Management knows the dates in a window, not the hour. Floor staff are not told which face in the queue is ours.
Why managers ask for this
Posted observers change a room. People stand straighter. The silent visit is for the first greeting, the tone at the glass, the moment a visitor is sent to the wrong window, and the brochure that is handed over without being explained. It is a thin slice of application analytics: how the service is used when nobody is performing for a notebook.
What we do
We arrive with a plausible reason to be there — a membership enquiry, a form to lodge, a question about hours. We complete only what a real visitor would complete. We leave. Later we write what happened, including the minutes between entering and being acknowledged.
Limits
We will not invent distress, shout, or trap staff in a scene. We will not record audio on a telephone. If identification is required to lodge a real application, we stop at the point a genuine first visit would stop, rather than fabricate documents.
After the visits
You receive a short letter per visit plus a two-page synthesis. If you also want full usage observation days, the silent visits can sit in the week before the observer takes a chair, so the two accounts can be read together.