Core formats
The format depends on the customer path, the cost of the transaction, and what part of the experience needs to be observed.
Standard purchase evaluations, appointment journeys, tours, trials, and demonstrations. Useful when the normal customer path is enough to answer the question.
No purchase may be required. The shopper presents a realistic need and evaluates discovery, recommendations, response quality, appointment-setting, follow-up, and handoffs between channels.
For higher-cost or policy-sensitive evaluations, the transaction structure is approved before the shop. This can include a pre-funded purchase or an authorized purchase-and-return evaluation.
Where appropriate, a planned scenario can evaluate how staff respond when something changes, is delayed, or needs clarification. Every planned complication starts with a specific question management wants answered.
Connected journeys
A full customer journey might include inquiry, booking, arrival, purchase or service, payment, follow-up, return, or cancellation. ISI can evaluate those steps as one connected experience.
Group and event evaluations
For expensive group experiences, ISI can sometimes recruit or partner with a real customer who already needs the service, with a client-funded incentive that makes participation worthwhile.
The real customer organizes the purchase or event normally. An ISI evaluator joins or attends with the organizer’s permission and observes the customer experience.
Example: a family is genuinely holding a 20-person birthday dinner, and the evaluator attends as part of the group.
For more complicated services, ISI can serve as an authorized point of contact for the real customer and evaluate the sales and planning process from the customer side.
Example: a company genuinely needs a holiday party venue, and ISI manages inquiry, proposal, planning, changes, execution, billing, and follow-up.
Participant incentives
A participant might receive a fixed rebate, percentage rebate, venue credit, discount, upgrade, amenity, waived fee, or partial reimbursement. A post-experience rebate can preserve the normal point-of-sale process while reducing the participant’s final cost.
Projects can separate the professional evaluation fee, approved visit expenses, participant incentive, and any purchase fund needed for higher-cost transaction testing.
Client-approved scenarios
Purchase-and-return evaluations, service-recovery scenarios, and participant-assisted events are planned with the client before they happen. Real customers participate willingly, and planned scenarios are designed to evaluate normal business situations without creating unnecessary disruption.
Let’s design the right evaluation.
From there, ISI can recommend a realistic structure and clearly separate the professional fee from any required customer spending or participant incentive.
Serving Spokane, Coeur d’Alene, Eastern Washington, and North Idaho.
