Operational Assessments
Ensure your brand delivers on its promises, consistently and at scale.
Inconsistency at the location level is often the silent killer of brand equity. Whether it’s a lapsed process, a deviation from SOPs, or gaps in team training, brands struggle to identify and correct operational issues before they impact customer satisfaction or compliance. If you’re a regional or national brand, your challenge isn’t just designing great processes—it’s ensuring those processes are followed every single day, in every single location.
We combine operational measurement with elements of customer effort and emotional impact to highlight the operational practices that matter most to your customers.
Each assessment mirrors real-world interactions and situations unique to your brand and location types.
Timely, location-specific insights are delivered via dashboards, so your field teams can act fast and make improvements that stick.
Assessment Focus |
Operational Insights Delivered |
| Opening and Closing Routines | Consistency and completeness of store start-up/shut-down |
| Cleanliness and Safety | Adherence to cleanliness checklists and OSHA-aligned safety |
| Service Procedures | Execution of steps of service, from greeting to farewell |
| Product and Merchandising | On-shelf availability, planogram compliance, signage accuracy |
| Technology & Equipment Use | Proper usage of POS, kiosks, mobile checkout, or other tech |
| Back-of-House Readiness | Stockroom organization, prep areas, and employee-only zones |
| Employee Knowledge & Training |
Adherence to training protocols, operational fluency |
| Loss Prevention Protocols | Execution of asset protection standards |
Second To None gave us a clear, on-the-ground picture of how our brand standards were being upheld in the field. The data enabled us to direct coaching where it mattered most.