• The LRA Approach
• LRA's Customer Experience Management Methodology
• LRA's Practice Areas
• CEM Strategy Consulting
• Standards Development & Content Management
• Organizational Development & Training
• Research
• Quality Assurance & Mystery Shopping
• Industry Expertise

Quality Assurance Evaluations
Our Quality Assurance Evaluations serve as a powerful tool for our clients to measure and analyze a host of customer experience elements across a portfolio of 5,000 locations…or five.  LRA builds each program to client specifications, taking special care to incorporate the unique elements of a client’s brand and product offering into the evaluation protocol, all the while ensuring that each engagement is focused on the client’s specific business goals.  While each program takes on a unique flavor, LRA’s Quality Assurance Evaluations typically fall under one (or more) of these categories:

• Brand Assurance Evaluation
• Franchise Compliance Audit
• Facility Review & Audit
• Service Evaluation

In similar fashion, we take equal care in building a dedicated, highly-trained brand team.  LRA’s full-time, professional consultants are extensively trained on the client program and brand before they ever set foot in the field, ensuring impeccable knowledge, consistency and professionalism.  Because of the caliber of our QA consultants, LRA is equipped for a higher-degree of interactivity in the field from the typical “mystery shopper.”  Depending on the client program, our site visits can be conducted:

• Anonymously

The consultant never announces his/her presence while on site and submits the report anonymously.

• Anonymously, with Debriefing

The consultant conducts the evaluation anonymously and then announces his/her presence at checkout and debriefs location-level management on his/her findings at the close of the visit (or via conference call)

• Anonymously, with Walkthrough and Debriefing

Following the anonymous portion of the visit, the LRA consultant announces his/her presence at checkout and conducts a thorough walkthrough of the location with management, allowing for measurement of “back of house” performance; the consultant could then conduct a debriefing on the “anonymous” portion of the evaluation as well.