The leader in brand protection and customer experience measurement

Solutions

The leader in brand protection and customer experience measurement

LRA by Deloitte

LRA by Deloitte is the leading global provider of brand protection and customer experience measurement services for multinational companies with complex customer interactions. Our innovative services help our clients provide consistent, memorable, and differentiated experiences for their customers.

Customer experience measurement

Your customers’ expectations are changing every day, due in large part to shifts in consumer preferences and emerging technology capabilities and platforms. These changing expectations challenge your ability to differentiate your brand and gain long-term customer loyalty.

Every interaction with a customer is a “moment of truth” that either strengthens or weakens the customer’s perception of your brand. LRA by Deloitte’s approach to customer experience measurement helps you identify and measure these moments of truth in order to build sustained customer loyalty and positive reviews. Our programs can also uncover the back-office components of your operation that create risk to your brand reputation and help you manage that risk for long-term competitive advantage and overall brand health.

Field Examinations and Customer Quality Assurance

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...Learn more

Mystery Shopper Services

For less complex customer-facing evaluations, our mystery shopping services can help you obtain consistent, objective, and actionable feedback on service delivery, sales team performance, product or service roll-out, and more. Our hands-on, service-driven teams leverage leading practices from our brand inspection experience to focus on your specific needs and questions, enhance quality and consistency, deliver targeted feedback, and drive performance improvement...Learn more

Why LRA by Deloitte?

Our leadership in design, deployment, and analytics gives you a competitive advantage in customer experience.

Ongoing collaboration 
Periodic reviews allow us to help you address emerging challenges and drive continuous improvement. Our brand assessment programs improve with time and secure long-term relationships.

Emotional connections
Improving the customer experience drives deeper emotional connections with a company/brand and increases favorable perception, spend, and loyalty.

Proprietary technology 
Our dedicated technology staff has developed a powerful quality management and reporting platform, enabling us to configure scoring, reporting, and dashboard views that speak to our clients.

Related materials

LRA by Deloitte named Top 50 Market Research Firm by American Marketing Association (AMA)

LRA by Deloitte was recently named to the AMA Gold Report’s annual list of Top 50 Market Research Firms in the US. The rankings were based on revenue, major accomplishments in 2015, and key initiatives for the coming year. The Gold Report also examines trends in market research and the evolving industry landscape. Explore the full report

Deloitte acquires LRA Worldwide to provide brand and reputation management solutions to measure customer experience

Company to join Deloitte Advisory’s Strategic Risk Services practice and will continue to expand field research offerings across hospitality, retail, health care, and other industries...Learn more

Client spotlight: Carlson Rezidor Hotel Group

Key contact

Ivan Kukhnin

Ivan Kukhnin

Director

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