On-Site CX Critique
We aren't Secret Shoppers.
We are Critiquers.
And there's a Big Difference!
Secret Shoppers can be beneficial in certain short-term circumstances, but they don’t bring CX psychology, hospitality expertise, or industry benchmarks to the table. Critiquers do.
Critiquers meticulously evaluate every moment of the customer journey, from the first online impressions to the final exit of the parking lot and post-purchase touch points.
Each touch point is then measured against the brand's internal expectations and La Critique's proprietary CX standards.
01.
About this Service:
If you're looking for basic quality assurance checklists and feedback, this isn't for you.
At La Critique, we don’t do “basic.” We deliver ruthless, third-party Critiques of your guest's on-site experience. This is a real-time, expert-led evaluation of your entire guest experience, from first impression to final goodbye.
BEST FOR:
Brick and mortar businesses who are ready to raise their service standards and finally see what guests are really experiencing in an unfiltered way.
Recommended only for business owners ready to ditch the ego and raise the bar, for real!
02.
What we Critique:
We observe and analyze every part of the in-person guest journey, including:
+ Entryway & Curb Appeal
+ Greeting & First Impressions
+ Staff Presentation & Engagement
+ Cleanliness, Ambiance, and Sensory Cues
+ Hospitality Behaviors & Consistency
+ Wait times & Workflow
+ Menu or Service Presentation
+ Service Recovery
+ Quality of Product or Service Purchased
+ Environmental Friendliness of Business
+ Emotional Impact across all Customer
touch points
+ Rebooking, or Loyalty Opportunities
+ Every element of the experience impacting guest trust, loyalty, and perception.
03.
What You Get:
We deliver a powerful, professionally written Critique Report outlining in massive detail what's exceptional, what's acceptable, and what's not meeting the standards.
We won't Critique your business, then leave you guessing either!
Every Critique Report includes proven, actionable recommendations to assist business owners in elevating any touch point that didn't meet the mark.
Critique Reports are strictly confidential and designed for internal use only. They are not permitted to be shared publicly.
HOW IT WORKS
ADD-ON SERVICES
1
CX Staff Training & Implementation Support:
After receiving a Critique Report, it's normal to feel a bit overwhelmed by the action steps. In other cases, some brands simply don't have the support available to turn those action items into REALITY. In any case, we've got your back! This add-on service provides expert-led support to help you implement changes fast and effectively.
*Brands that implement our critique recommendations typically see measurable ROI within 30 to 60 days (including higher ticket averages, repeat visits, and better online reviews).
2
Follow-up CX Critique:
Once updates are in place, we’ll return to re-evaluate your customer experience and measure progress with a fresh CX Score.
1
Schedule a Complimentary Consultation -OR- Request a Custom Quote (below)
2
We'll send you a quote & service terms. Once approved, we invoice and collect initial payment to get started.
3
Our Critiquer visits your business as a regular guest, observing, experiencing, and auditing every touch point.
4
Critique Report delivered within 7-10 business days
CX is Currently the Greatest Proven Profit Strategy across All Industries.
Let's get Started!
PRICING TRANSPARENCY
Pricing is based on many factors including, but not limited to, industry, location, number of touch points being evaluated, purchasing process, and product/service cost. Businesses are responsible for fixed and variable costs associated with each Critique. Critique labor starts at $75 per hour. Reporting is capped at 5 hours. Variable costs include on-site product or service purchases and a capped 20% gratuity, if applicable.
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Starting at $299
WHAT CLIENTS HAVE SAID AFTER THEIR CRITIQUE
"This was one of the hardest wake-up calls I've ever had as a business owner, but it exposed exactly where we were losing money. I had a hunch my staff wasn't doing what they said they were, but seeing it laid out in so much detail, my team couldn't dispute the errors. Ultimately, I implemented comprehensive training and Britt helped with a lot of other details. We saw a 5.4% increase in overall sales within 60 days and guest satisfaction spiked almost immediately."
MARC S. | RESTAURANT OWNER | LAS VEGAS, NV
"I've been paying for secret shopping services for many years, but this feedback was nothing like I had been getting. The detail was wild! Like, they noticed how the music affected the mood of our waiting area and the room temps were inconsistent causing conflict in our clients. It felt like they were reading the energy of the place. We refer back to our report regularly and can't wait for our next one.
SARAH CRAWFORD | LUXURY WELLNESS BOUTIQUE | PAHRUMP, NV
“Truthfully, we thought we were doing rather well and didn't need to be Critiqued. We didn't have any major complaints, had decent reviews, and good return business. But then... we got Critiqued. And let me just say how much this opened our eyes! It showed us how much better we could be doing and pushed us toward excellence you really only see on the Strip. I didn’t realize how many creative opportunities existed in retail to WOW our customers. Now we have so much fun doing it.”
DANICA D. | RETAIL GM | SUMMERLIN