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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.

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.

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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 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.

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Customer experience measurement

LRA by Deloitte provides a suite of services that brings an end-to-end view of your operations. We combine data and insights gathered from across the following dimensions:

  • Brand standards
  • Customer experience
  • Food and product safety
  • Loss-prevention security
  • Operational standards
  • Product placement
  • Regulatory
  • Site and property standards
  • Supply chain, procurement, service, and product quality
  • Vendor and partnership compliance

When integrated with other brand inputs and research, these insights can provide a full picture of your brand performance delivery.

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Get in touch

Rob Rush

Rob Rush

Managing Director | Deloitte & Touche LLP

Rob is the Deloitte Risk and Financial Advisory managing director of LRA by Deloitte in Deloitte & Touche LLP. With more than 30 years of experience, Rob is a pioneer in the Customer Experience Measur... More

Scott Rosenfelder

Scott Rosenfelder

Managing Director | Deloitte & Touche LLP

Scott is a Deloitte Risk and Financial Advisory managing director in the Strategic Risk and Reputation Management practice of Deloitte & Touche LLP. He focuses on the use of advanced analytics to help... More

Zach Conen

Zach Conen

Senior Manager | Deloitte & Touche LLP

Zach is a Deloitte Risk and Financial Advisory senior manager serving LRA by Deloitte in Deloitte & Touche LLP. He oversees LRA by Deloitte's growth efforts on a global basis and actively generates ne... More

Danny Crouch

Danny Crouch

Manager | Deloitte Risk and Financial Advisory

Danny is a Deloitte Risk and Financial Advisory manager in the Strategic Risk and Reputation Management practice of Deloitte & Touche LLP. Danny leads LRA by Deloitte’s expansion into the Federal Gove... More