colored balls


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.

Women talking on phone in a shop

Why LRA?

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.

Question mark on a marble

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.

Bus driver greets the passengers

For general inquiries regarding LRA, a Deloitte business, please contact

Get in touch

Paul D'Aloia

Paul D'Aloia

Deloitte Risk and Financial Advisory

Paul is the Deloitte & Touche LLP Risk and Financial Advisory global leader of Brand Operations Services, focused on managing brand and reputation risk with brand protection and customer experience me... More

Zach Conen

Zach Conen

Vice President

Zach is a Deloitte Risk and Financial Advisory vice president serving Brand Operations Services in Deloitte & Touche LLP. He oversees Brand Operations Services' growth efforts on a global basis and ac... More

Danny Crouch

Danny Crouch

Manager | Deloitte Risk and Financial Advisory

Danny is a Deloitte Risk and Financial Advisory manager in the Risk Intelligence practice of Deloitte & Touche LLP. Danny leads LRA, a Deloitte business' expansion into the Federal Government and Publ... More