Field Inspections and Customer Quality Assurance Services


Field Inspections and Customer Quality Assurance Services

LRA by Deloitte

Companies and brands face specific quality assessment and standards compliance challenges. Whether logistical or due to highly nuanced customer interactions, these challenges often require a tailored, thoughtful approach to measurement.

Explore Content

Our approach

Field examinations and inspections of your locations can identify the elements—customer-facing, as well as back-office operations—that impact your brand. We collect, evaluate, analyze, and synthesize data to provide quantifiable insights to help you enhance your brand standards, improve operational excellence, and reduce the risk to your brand reputation. Our solutions can be tailored to provide a snapshot view of system-wide performance, measure the delivery of your brand promise, or deliver immediate feedback on the customer experience at each touch point—virtual or physical.

We deploy a full-time, professional team of consultants to measure highly technical brand, product, and service standards that mystery shoppers cannot.

Full-time associates
Our consultants are full-time associates who are trained on our distinct methodology, which provides competitive advantages in the consistency of our data.

Consultative field examinations
Unlike mystery shoppers, consultants can assess back-of-house areas and operations. They can consult and provide feedback to location managers or corporate management based on findings.

Industry experience
We deploy field examination and inspections teams with operations and managerial experience in the industries they measure.

Key contact

Ivan Kukhnin

Ivan Kukhnin


Ivan joined Deloitte in 2007 in London and transferred to Deloitte’s Moscow office in 2014. He currently heads the sustainability services group. Ivan has more than ten years of experience in providin... More