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MYSTERY SHOPPING SERVICES BY INTOUCH INSIGHT

Turn data into discoveries with mystery shopping.

Find out how North America’s leading brands see through the customer lens with mystery shopping. Intouch Insight’s programs provide objective insights into adherence to standards so you can deliver on your brand promise.

     
 

 

FedEx 7-eleven_logo MTY group logo highs beer store parkland_ EdoJapan-1
 

The Intouch Insight Advantage.

Intouch Insight is the most technologically advanced mystery shopping provider in North America, helping you to monitor, measure, and manage the execution of brand service standards all at once; across all your locations.

40+ years of CX mastery

Our technology-driven approach is the key to our years of hands-on expertise, enabling us to design, scale, and deliver programs on time.

One-stop Shop

Our fully-integrated suite of CX management software and services offer both qualitative and quantitative insights needed by multi-location brands.

Commitment to Quality

Quality is the foundation of our enduring client relationships, evident in our ongoing investment in people, programs, and processes.

 
THE WINNING FORMULA FOR MULTI-LOCATION BRANDS

Tailored programs, vast shopper network & robust technology.

Technology lies at the very heart of our operations. Not only does it enable us to access over 2 million shoppers across multiple shopper platforms, but it also empowers you to make informed, data-driven decisions and connect with your customers on a deeper level.

CUSTOMER SERVICE PROGRAMS  |  MULTI-CHANNEL EXP. PROGRAMS  |  COMPETITOR SHOP PROGRAMS
COMPLIANCE PROGRAMS  |  FRANCHISE AUDITS  |  EMPLOYEE TRAINING PROGRAMS

Customer Service Programs

Adherence to customer experience standards and operating procedures can differ dramatically from location to location. With Intouch Insight, you can:

  • Measure the execution of standards across all locations
  • Identify consistently high and low performing locations
  • Eliminate the bias inherent with internally-run programs

Assess the execution of brand standards →

measure customer service standards with mystery shopping

Multi-channel Experience Programs

Gather objective data from every customer touchpoint to drive insights on how to improve experiences at every stage of the journey. With Intouch Insight, you can:

  • Spotlight every touchpoint - onsite, curbside, online, telephone, and more
  • Measure multiple purchase paths individually and as a whole
  • Identify inconsistencies in brand standards across channels

Ensure seamless multi-channel experience →

evaluate multi-channel experience with mystery shopping

Competitor Programs

Uncover what differentiates you from the competition from a customer experience standpoint to uniquely position your brand. Intouch Insight’s mystery shopping services can help you:

  • Understand how you perform compared to your competitors
  • Uncover opportunities to drive improvements at your brand
  • Refine your pricing strategies through competitive intelligence

Evaluate your competition →

gain competitive intelligence by evaluating strategies your competitors are using.

Compliance Programs

Protect your brand and uphold operating standards, laws, and regulations with confidence. You can shield your business from potential legal issues or penalties, and demonstrate your commitment to responsible and compliant operations. Our programs are designed to help you:

  • Monitor compliance with regulations pertaining to age-restricted products or services.
  • Evaluate responsible sales practices, ensuring strict adherence to guidelines.
  • Foster a culture of compliance within your organization.

Stay vigilant at all times →

Monitor compliance with regulations pertaining to age-restricted products or services, using mystery shopping.

Franchise Audit Programs

One of the primary reasons franchisors consider mystery shopping is to ensure uniform customer experiences and consistent brand standards across all franchise locations. With our programs, you can:

  • Assess the performance of individual locations
  • Compare performance across the franchise network
  • Ensure strict adherence to contractual obligations by franchisees

Control your brand's reputation →

ensure uniform customer experiences across all franchise locations with mystery shopping.

Employee Training Programs

If employees lack the know-how to properly execute daily operations, additional training may be required to close that gap. Intouch Insight’s mystery shopping services can help you:

  • Identify where employees repeatedly underperform
  • Focus training on most prevalent skill gaps
  • Measure the impact of employee training programs

Identify training gaps →

Measure the impact of employee training programs with mystery shopping
 

Embrace a new level of customer understanding and amplify your results. 

Our mystery shopping programs go beyond the basics of data collection. We deploy mystery shoppers who act as your eyes and ears, capturing valuable data from every customer-facing touchpoint of your business. This data is then channeled straight into our platform, unveiling insights that might otherwise go unnoticed.  

Maintain Consistency

Consistency is the key to bring customer back for more. Our programs ensure customers receive the same level of experience regardless of the branch they visit.

Evaluate Performance

We evaluate the performance of each location, identifying strengths and areas for improvement. It helps target resources effectively and optimize overall operations.

Gain Competitive Edge

Keep your friends close and your enemies closer. Know what they are up to by evaluating their performance and understanding their pricing, so you can stay ahead.

Protect Brand Reputation

Safeguard your brand reputation by identifying and rectifying any deviations from established service standards that may negatively impact customer perception.

Enhance Customer Experience

By understanding customers' perspectives and pain points, you can implement targeted improvements to enhance overall customer satisfaction across all locations.

Improve Training Programs

Our programs provide a valuable, real-world perspective on staff performance across channels, which contributes to the ongoing training and development of employees.

 

Get visibility into every customer touchpoint.

With the evolution of technology, customer journeys have become complex and no longer follow a linear path. To deliver a consistent experience, we advise our clients to track and optimize every customer touchpoint.

ONSITE MYSTERY SHOPPING  |  TELEPHONE MYSTERY SHOPPING  |  VIRTUAL MYSTERY SHOPPING  |  VIDEO MYSTERY SHOPPING
in-person mystery shopping

Onsite Mystery Shopping

Nothing beats a good conversation with someone in-person. In-person interactions allow you to truly connect, understand customers' needs and preferences, and establish trust through exceptional customer service. With a mystery shopping program, you can effectively measure and assess the execution of your brand's service standards during these face-to-face interactions.

telephone mystery shopping

Telephone Mystery Shopping

As this can be the initial point of contact for prospective customers, a phone call sets the tone for their entire experience. A mystery shopping program gives you the ability to assess how your staff handles inquiries, provides information, and creates a lasting first impression over the phone, transforming them into loyal, lifelong customers.

virtual mystery shopping

Online or Virtual Mystery Shopping

Channel-blurring is on the rise. With the advent of AI and chatbots, customers can no longer differentiate between human and automated responses. They can make purchases without ever visiting a physical store, using mobile apps, websites, or chat assistants. Therefore, it is crucial to evaluate this touchpoint to ensure you provide a consistent customer experience.

video mystery shopping

Video Mystery Shopping


Video mystery shopping can be a valuable asset if you utilize franchising as a business model to grow your brand. As a franchisor, you can gain insight into the strengths and weaknesses of your franchise locations in delivering uniform customer experiences. It not only adds an extra layer of objectivity and detail to traditional mystery shopping but also serves as evidence to ensure that franchisees are complying with contractual obligations.

Use video mystery shopping in special cases only as it necessitates additional consent to record someone for research purposes.

 

Serving clients across industries for over four decades.

Intouch Insight serves some of the top multi-location brands across North America in restaurants & fast-casuals, retail, grocery, petro-convenience, automotive, property management, banking & finance, and hospitality, to name a few. 

mystery shopping for restaurants
Restaurants
Retail Mystery Shopping
Retail, Grocery & C-stores
Automotive Mystery Shopping
Automotive & Car Dealerships
Apartment Mystery Shopping
Apartment & Property Management
Mystery Shopping for Hotels & Casinos
Hotels & Casinos
mystery shopping for banks
Banking & Finance

parkland_logo

'Intouch continues to be a trusted and valued partner at Parkland. The actionable data provided by the mystery shopping and age verification programs helps us understand our customer experience standards and identify areas for growth and training.'

★★★★★

 

Keep the pulse on your operations.

Get in touch and request a quote today.
About us

Intouch Insight is a CX solutions company, specializing in helping multi-location businesses achieve operational excellence so they can exceed customer expectations, strengthen brand reputation and improve financial performance.

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400 March Rd, Kanata, ON K2K 3H4 | 1 800-263-2980