• 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

Mystery Shopping Evaluations
For industries or specific programs where the duration, frequency and/or goals of the evaluation warrant it, LRA has applied the value-add of its quality assurance practice to a more traditional “mystery shopping” product.   Just as we form our consultant “brand teams,” LRA recruits a mystery shopping team dedicated to a client program in similar fashion. The team is subject to an in-depth screening, selection and training process—an “LRA University-lite” - that allows LRA to maintain the same high-level standards of consistency and professionalism in reporting. 

Unlike many companies who sub-contract “mystery shoppers” for programs, we screen our prospects rigorously and interview them individually to ensure the team members are a good fit for the client brand, product offering and program goals.  And we go one step further to ensure the quality and consistency of the reporting meets our standards – we guarantee each report.  If we feel a report isn’t up to our standards, you never see it or pay for it…and we conduct another evaluation at our expense.

Our mystery shopping evaluations are typically designed to measure the following:

• Service Delivery/Service Experience
• Food & Beverage Outlet/Dining Experience
• Product/Brand Compliance Audits

We have found that a hybrid approach to Quality Assurance has served our client base well.  When paired with the thorough, regular “diagnostic” of the customer experience performed by our full-time QA Consultants, a more frequent, targeted mystery shopping evaluation serves as the regular checkup, designed to measure and recalibrate performance on specific areas of focus.