“I've been fortunate to have ROI come along side my work groups in both a government and enterprise setting and their level of professionalism, expertise and cultural awareness is unsurpassed.”
– Mindy Iverson
Human Resources Divisional Director
White Earth Nation Business Committee
SERVICES
ROI Discover
Casino & Resort Service Strength Assessment
DISCOVERING YOUR ROADMAP TO SERVICE SUCCESS
ROI Discover is a comprehensive evaluation that offers a clear roadmap to cultivate a culture where service to others is the top priority. It measures the true health of your service culture from both the perspective of your guests and the team members who drive the internal systems that support exceptional experiences. This dual-focused approach ensures that leaders gain a complete understanding of guest sentiments on the floor while also identifying the operational strengths and gaps that impact those experiences behind the scenes.
ROI Discover evaluates both the external (guests) and internal (team members) success factors that are essential for a successful service strategy.
Internal
Internal Service Success Factor Evaluation
External
External Service Success Factor Evaluation
A great guest experience is built from within. Our assessment examines eight essential, internal success factors, providing leaders with a deeper look into the processes, organizational habits, and cultural drivers that shape service delivery.
These internal categories evaluate the elements that influence consistency, accountability, employee engagement, communication, leadership behaviors, and the alignment of service standards with operational execution.
By reviewing both internal and external performance, the assessment reveals where your strengths are working in your favor—and where critical gaps may be holding your service culture back.
We evaluate the guest experience based on our FIVE STAR EXPERIENCE standards which are five impactful service deliverables proven to drive loyalty, satisfaction, and long-term revenue:
-
Welcoming – How warmly and sincerely guests feel greeted from the moment they arrive and throughout their visit.
-
Proactive – How effectively team members anticipate needs and take initiative without being prompted.
-
Valued – The degree to which guests feel appreciated, recognized, and respected throughout their visit.
-
Seamless – How smooth, efficient, and obstacle-free the guest journey feels across all touch-points.
-
Personalized – How well the experience reflects individual preferences and creates meaningful personal connection.
5 Star Experience
In the graph, the outer ring represents the five key service expectations, which we call the FIVE STAR EXPERIENCE.
The inner ring represents eight internal success factors that are core to a successful outer ring.
5 Star Experience
Customer-Focused Assessment Methods
Through the following methods, we measure both external and internal factors that impact your overall service quality. We capture the real story of your guest experience —highlighting what stands out, what slows guests down, and what moments create lasting impressions.
We will evaluate the following key areas:
Internal
Team Member Performance Assessment Methods: Evaluates effectiveness of established expectations, performance appraisals/reviews, ongoing performance management, and performance improvement plans.
Team Member Engagement Surveys: Evaluates morale, motivation, and sense of purpose — all of which affect service delivery.
Training Evaluation: Measures how well service training improves behavior and results on the job.
Workplace Feedback Methods: Exit Interviews, Stay Interviews, Grievance Trends
Focus Groups & Interviews: Provides deep insights into emotional drivers, pain points, and expectations that data alone may miss.
External
Online Reviews & Social Listening: Analyzes public feedback from platforms like Google, Yelp, and social media to detect sentiment trends.
Mystery Shopping & Touch-point Audits: Uses trained evaluators posing as customers to assess consistency, hospitality, and brand adherence. Specific service audits are conducted by ROI to determine key touch-points throughout the property.
Focus Groups & Interviews: Provides deep insights into emotional drivers, pain points, and expectations that data alone may miss.
Customer Satisfaction Surveys (CSAT): Short surveys after interactions (e.g., “How satisfied were you with your experience today?”).
Net Promoter Score (NPS): Measures loyalty by asking, “How likely are you to recommend us?” Gives insight into long-term satisfaction.
Assessment Results Delivery
Upon completion of ROI Discover, all findings are compiled into a comprehensive results package designed to be actionable, easy to understand, and aligned with your operational and strategic priorities. The results are delivered through a combination of formats to support both high-level decision-making and department-level improvement planning.
1. Executive Summary Report
A concise, leadership-focused overview that highlights:
• Overall service culture strengths
• Key external guest experience insights
• Top internal success factor performance
• Priority recommendations for immediate and long-term action
This section is designed for senior leaders who need a quick, strategic readout.
2. Full Assessment Report
-
A detailed document breaking down all assessment elements, including:
-
Scores and ratings for each of the five guest experience dimensions
-
Themes identified from focus groups and interviews
-
Findings from mystery shops and ROI on-floor evaluations
-
Performance across all eight internal success categories, with department-specific insights
-
Cross-functional trends that impact the guest journey Each section includes data visuals, narrative explanations, and identifying strengths, gaps, and contributing factors.
3. Leadership Presentation & Debrief Session
We deliver a live or virtual presentation to walk your leadership team through:
-
What the data means
-
Why certain issues are occurring
-
How internal practices correlate with guest perceptions
-
Which actions will drive the greatest impact
-
Customized strategic recommendations
The debrief encourages discussion, alignment, and clarity on next steps.
Ready to start a conversation?
Fill out this form and someone from our team will follow up with you.