SERVICES
ROI ShopperInsight™
Real guest experiences. Backed by real data.
Powered by Mystery Shopper Services
Why is ROI's mystery shopper services different from others?
We turn insight into action.
The extent of many mystery shopper services ends at providing the shopper results and data.
DATA
Understand what is happening.
INSIGHT
Interpret what it means.
ALIGNMENT
Align leaders and teams.
ACTION
Turn insight into sustainable action.
RESULTS
Drive performance and value
Reporting Capabilities
The ROI ShopperInsight™ Dashboard brings program results, location performance, supporting media, and actionable insights together in one user-friendly reporting environment. Decision-makers can identify trends faster, focus coaching where it matters most, and monitor brand execution across the organization.
Access current mystery shopping results and operational performance without waiting for static report cycles.
View critical customer experience and service metrics in a clear format built for rapid review and decision-making.
Move from an enterprise-wide view to individual locations to pinpoint where performance is strong and where attention is needed.
Compare performance across reporting periods to see whether results are improving, declining, or remaining consistent.
Track how individual locations perform relative to one another and how rankings change over time.
Compare locations, regions, and divisions to identify best practices, performance gaps, and opportunities for targeted support.
Use automated trend identification and AI-generated insights to surface strengths, gaps, and practical areas for follow-up.
Monitor service quality, operational compliance, and execution against defined brand expectations across every customer touchpoint.
Stop guessing at what guests think of your property's experience and start getting real answers that help you increase guest loyalty!
Guests view your casino as a single, seamless experience rather than a collection of separate departments. A single weak interaction at a touchpoint such as an unwelcoming valet attendant, a complicated rewards enrollment, a slow response to a slot machine issue, a forgotten drink order, can undermine an otherwise Five Star Experience and shorten a player’s lifetime value.
The ROI ShopperInsight™ service gives casino and hospitality leadership an unbiased view of the things that are otherwise invisible in the entirety of the guest experience:
ARRIVAL
First impressions set the tone for the entire visit.
INTERACTIONS
Every team member has an opportunity to make guests feel welcome and valued.
EXPERIENCES
From gaming to dining to the Players Club, each touchpoint adds to the bigger picture.
DEPARTURE
The final impression shapes what guests remember most.
RESULTS
A consistent, positive experience gives guests reasons to come back.
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Gain invaluable insights into your guest experience and drive service excellence with ROI ShopperInsight™, ROI’s mystery shopper services. Our customized programs reveal true guest insights that directly help you increase loyalty and satisfaction. Whether optimizing guest touchpoints on casino floors or elevating service across hotels, retail centers, and community enterprises, our evaluations provide actionable insights everywhere your brand meets the public.
ROI ShopperInsight™ uses specially trained evaluators to visit your locations and experience your business as a guest. They assess service quality, promotion knowledge, property cleanliness, and overall guest experience. Clients use these insights to identify training opportunities, enforce brand standards, and boost loyalty. Our most successful clients use mystery shopping results as the basis for individual and departmental recognition and incentive programs.
On an easy-to-use dashboard, review the thoroughly completed shopper reports, which include scores and comments on each visit. You clearly see trends over time, by department, shift and more, and are able to identify where expectations are met, exceeded or are falling short.