Accessibility and ADA Compliance
Identify real-world barriers to access that internal walkthroughs miss by evaluating with people who have disabilities.
The Challenge
- ADA liability exposure
- Internal walkthroughs missing real barriers
- Staff untrained in disability assistance
- Digital properties failing accessibility standards
Businesses have legal and ethical obligations to serve all customers, including those with disabilities. Mystery shopping programs designed around accessibility evaluate physical access (ramps, door widths, counter heights, restroom accessibility), digital access (screen reader compatibility, captioning), and service access (staff willingness and ability to assist customers with visible and non-visible disabilities).
Evaluators with specific accessibility needs document real barriers that internal walkthroughs often miss. The resulting data helps businesses prioritize capital improvements and staff training to create genuinely inclusive experiences.
For multi-location operators, accessibility mystery shopping creates a consistent baseline for measuring improvement and demonstrating good-faith compliance efforts.