Brand Experience Auditing
Your brand standard is not what you promise.It is what your customers experience.
Casati Consulting audits the in-store experience of luxury and premium fashion houses, revealing where service, presentation and delivery fall short of the promise, and how to close the gap.
Begin a conversationThe Five C's
One letter, five promises.
The name begins with C, and so does everything the work stands on, in the order it happens: what is found, how it is found, how it is said, why it matters, and the change it is all for.
01
Clarity
what she finds
Honest, specific, straightforward findings that tell the real story of a brand's in-store experience.
02
Craft
how she does it
A rigorous, detailed and trained methodology developed inside the world's most demanding luxury retail environment.
03
Candour
how she communicates it
The quality to say what needs to be said, directly and respectfully, without softening the truth.
04
Care
why she does it
Genuine investment in every brand assessed. Evaluating and treating a brand as if it were my own.
05
Change
what it is all for
An audit without action is just a document. Every assessment is built around what needs to be different, and why it matters to the people who experience your brand every day.
The Foundation
Every brand makes a promise in its window.
Whether it holds up is decided in the details most people never notice: in the pause before a customer is welcomed, in the crease left in the silk, in the distance between what the window promised and what the room delivered.
Casati Consulting walks your floor as a customer feels it, finds where the experience falls short and, because the work has been done from the inside, shows precisely how to close the gap.
She treats a brand as if it were her own.
The Work
A rigorous diagnosis, and an actionable roadmap.
What it assesses
The Brand Experience Audit follows the full in-store journey, exactly as a customer lives it, from the first impression at the threshold to the moment they leave. Each stage is measured against the standard the world's leading houses set.
- First impression & arrival
- Welcome & approach
- Product knowledge
- Visual merchandising
- The service itself
- Alignment with the promise
What you receive
What arrives is not a list of faults. It is a precise diagnosis of where the experience drifts from the promise, written with candour and read in an afternoon. Beside every finding, clear direction on how to close the gap.
Findings you can act on, not file away.
Engagements
Three ways to work together.
Every engagement begins with the same eye, the same standard and personalization. What changes is scope, and rhythm.
01
The Brand Experience Audit
A single, complete assessment of one location. The full in-store journey, measured and documented, with actionable direction on every finding. The right starting point for most houses: a clear, honest picture of where a store stands today.
What you receive
- A structured written report, scored by category
- Specific observations at every stage of the journey: first impression and arrival, welcome and approach, product knowledge, the service itself, visual merchandising, and alignment with the promise
- Clear, prioritised recommendations, in plain language
- An honest picture of where this location stands today
Available for your own boutiques, your concessions, and your wholesale and partner locations.
02
The Quarterly Programme
The audit, repeated across the year. Four assessments that track a location, or a group of them, through seasons, launches and staff changes, so standards are held over time rather than checked once. Progress is measured against the last visit, not just the ideal.
What you receive across the year
- Four full audit reports per location
- A comparative end-of-year summary, tracking movement across every category
- Priority recommendations, updated each quarter as things change
- A consistent methodology, so results are genuinely comparable over time
Priced per location, per year. Available as a single-location or multi-location programme.
03
Bespoke, on request
Some questions need a tailored engagement: the effectiveness of a training programme or a new campaign, the delivery of a loyal customers' event or the assessment of a new opening before it meets the public. Tell us what you need to know, and we'll design the right engagement around it.
Engagements have included
- Training-effectiveness reviews: whether behaviour on the floor reflects recent investment in training
- New-opening assessments: an independent read on a location before it meets the public
- Wholesale and partner audits: how third-party locations are representing your standards
If your question doesn't fit neatly into an audit or a programme, tell us. We'll say honestly whether we can help, and what that would look like.
The full journey, scored
Every stage of the in-store experience, measured against the luxury standard.
The gap, named precisely
Exactly where delivery falls short of the promise, in specific, straightforward language.
The way back
Clear, actionable direction beside every finding: what to change or improve, and why it matters.
The Standard Behind the Standard
Formed at Harrods. Trusted, today, by houses of the same rank.
Tatiana Adele Casati · Founder
The Founder
An eye formed on the floor.
Tatiana Casati's eye was formed at Harrods, where she held the labels Etro, Elena Miró and Basler to the standard the world measures against. Clients came to ask for her by name across the store's houses, the kind of trust that is earned in person, one customer at a time.
Italian by origin and instinct, she reads a room the way the best of the trade always have: quickly, precisely, and without needing to be told what excellence looks like.
Today she works, quietly, for houses of the same rank. She walks a floor as a customer feels it, finds where the experience falls short of the promise, and shows the way back, treating each brand as if it were her own.
Whom she works with now stays between her and them. Discretion is not a policy here. It is simply how the work is done.
Questions
Frequently asked.
Who is Casati Consulting, and what does it do?
Casati Consulting is a boutique brand-experience auditing consultancy in the Netherlands, founded by Tatiana Casati. It visits luxury and premium fashion retail locations, including own stores, concessions, wholesale accounts and partner locations, and delivers honest, structured written assessments of the full in-store customer experience. Every audit is conducted personally by the founder, a native Italian speaker with senior brand-management experience at Harrods in London.
What is a brand experience audit?
It is an independent, unannounced assessment of a retail location, carried out from the perspective of a real customer. Casati Consulting evaluates every element of the in-store journey: exterior presentation, greeting and approach, product knowledge, service quality, visual merchandising, brand alignment and the till experience. It then delivers a structured report with scored findings and prioritised, actionable recommendations.
How is this different from a mystery shopping agency?
Standard mystery-shopping agencies use assessors with generic checklists and produce form-based reports. Casati Consulting is run by someone who has managed luxury concessions at Harrods, one of the world's most demanding retail environments. The difference is not the format of the visit; it is the quality of the observation, the depth of the analysis, and how relevant the recommendations are to a brand operating at a premium level.
Are the visits unannounced?
Yes. Every audit is unannounced. An announced visit produces an announced performance; the purpose of an independent audit is to reflect what customers actually experience on an ordinary day, not what a team delivers when it knows it is being watched.
Do you assess wholesale and partner locations, not just own stores?
Yes. Casati Consulting audits any physical retail touchpoint where the customer experience can be assessed: own stores, department-store concessions, franchise locations, and wholesale or partner accounts. For brands sold through third parties, a wholesale-partner audit checks whether those locations represent the brand to the standard it intends.
Where does Casati Consulting operate?
Casati Consulting is based in North Holland and primarily serves brands with retail locations in the Netherlands. For brands with wider European networks, tailored multi-market engagements can be arranged.
How much does a brand experience audit cost?
A single Brand Experience Audit starts from EUR 350 per location. The Quarterly Programme, four audits per location per year, is priced per location and agreed at an initial briefing. Bespoke engagements are quoted individually by scope. All prices are subject to 21% Dutch VAT, which is fully reclaimable for B2B clients registered for VAT in the Netherlands or the EU.
How is confidentiality handled?
All findings are shared exclusively with the commissioning brand and never with third parties. Client relationships and brand names are not disclosed publicly without the client's explicit permission.
How do I start working with Casati Consulting?
Get in touch through the enquiry form on this site, or directly at tatiana@casaticonsulting.nl. A brief description of the brand, the location or locations, and what you want to understand is enough to begin. You will have a reply within one working day, with a proposal or a few clarifying questions.
Begin a conversation
Tell us about your brand.
A short note is enough to start. We'll reply personally and in confidence.
Location
North Holland