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Mystery Shopper Services

LRA, a Deloitte business

We take on mystery shopping assignments that other companies shy away from. We are committed to investing the resources to be effective where others have failed. A lot of companies say they provide high-touch service. We really do.

Our approach

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 rollout, 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.

Consultative collaboration
Our account teams work with clients throughout the process, from the initial consultation to questions about scoring, standards interpretation, and follow-up action.

Experienced shoppers
Secret shoppers are handpicked from an extensive database to match the specific requirements of your program.

Quality data
Special secret shopper instructions, training, and multiple layers of quality control improve the consistency and accuracy of our data.

Customized scoring
Customized scoring delivers targeted feedback on the points of service that drive meaningful connections with your customers.

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Why LRA, a Deloitte business?

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.

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Customer experience measurement

LRA 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 and 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, a Deloitte business in Deloitte & Touche LLP. With more than 30 years of experience, Rob is a pioneer in the Customer Experien... More

Tony DeVincentis

Tony DeVincentis

Partner | Deloitte & Touche LLP

Tony is a Deloitte Risk and Financial Advisory partner serving as the Brand and Customer Experience Service leader in Deloitte & Touche LLP. He has more than 35 years of experience providing a variety... More

Zach Conen

Zach Conen

Senior Manager | Deloitte & Touche LLP

Zach is a Deloitte Risk and Financial Advisory senior manager serving LRA, a Deloitte business in Deloitte & Touche LLP. He oversees LRA's growth efforts on a global basis and actively generates new b... 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, a Deloitte business' expansion into the Fede... More