Experience your brand like your customers do with mystery shopping services.

Find out how North America’s leading brands see through the customer lens with mystery shopping. Our mystery shopping program, IntouchShop^®, provides objective insights into adherence to standards so you can deliver on your brand promise.

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Become a shopper

INTOUCHSHOP^® IS TRUSTED BY 300+ RESTAURANTS, RETAIL & GAS & CONVENIENCE STORE BRANDS ACROSS NORTH AMERICA.

The Intouch Insight advantage.

Proud to be an Elite Member of the Mystery Shopping Providers Association (MSPA) & a 2025 Shoppers’ Choice Award Winner.

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.

Tailored programs, vast shopper network & robust technology - the winning formula!

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

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 Program

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

Shield your brand from potential legal issues or penalties, and demonstrate your commitment to responsible and compliant operations. Our IntouchShop^® 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 IntouchShop^®, 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

Our experience working with the team at Intouch Insight has been great. They’ve been incredibly supportive, collaborative, responsive... truly a partnership.

Arya Guinney, Senior Consumer Insights Analyst

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Our experience working with the team at Intouch Insight has been great. They’ve been incredibly supportive, collaborative, responsive... truly a partnership.

Arya Guinney, Senior Consumer Insights Analyst

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Intouch Insight knew the restaurant business inside and out, asked all the right questions, and helped us design a questionnaire that reflected our goals.

Travis Floyd, Director of Operations, Bushwood Investments, LLC

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Intouch Insight knew the restaurant business inside and out, asked all the right questions, and helped us design a questionnaire that reflected our goals.

Travis Floyd, Director of Operations, Bushwood Investments, LLC

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The partnership that we've established with our organization and Intouch Insight was one of the best decisions I've made in the last year.

Glenn Brandeburg, President and Operating Partner

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The partnership that we've established with our organization and Intouch Insight was one of the best decisions I've made in the last year.

Glenn Brandeburg, President and Operating Partner

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The data we’ve gained through Intouch Insight has opened up conversations and helped us achieve a five-star guest experience across our stores.

Mike Fox, Director of Operations, Authentic Pizza of Florida, LLC

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The data we’ve gained through Intouch Insight has opened up conversations and helped us achieve a five-star guest experience across our stores.

Mike Fox, Director of Operations, Authentic Pizza of Florida, LLC

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Intouch Insight's ability to provide strong photographic evidence and firsthand accounts was crucial for us to analyze real-life consumer experiences effectively.

Patrick Palmer, Partner

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Intouch Insight's ability to provide strong photographic evidence and firsthand accounts was crucial for us to analyze real-life consumer experiences effectively.

Patrick Palmer, Partner

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If we don't use Intouch Insight, I think we lose a lot of valuable customer feedback. We lose the ability to connect with our customers.

Michelle Trulove, Vice President of Operations

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If we don't use Intouch Insight, I think we lose a lot of valuable customer feedback. We lose the ability to connect with our customers.

Michelle Trulove, Vice President of Operations

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Before Intouch Insight, we had a different Mystery Shopping provider, a different audit tool, so you had to go source the information from different areas. Having all that information in one repository makes it very easy for us to access the data and get the information we require.

Andrew Balchin, Program Manager

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Before Intouch Insight, we had a different Mystery Shopping provider, a different audit tool, so you had to go source the information from different areas. Having all that information in one repository makes it very easy for us to access the data and get the information we require.

Andrew Balchin, Program Manager

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Track and optimize every customer touchpoint.

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
Online or Virtual 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.

Learn how Video Mystery Shopping elevates the human experience →

Restaurant & QSRs

Intouch Insight has partnered with 4 of the top 10 and 19 of the top 50 QSR chains to improve customer experience across their locations.

Automotive Brands

From tire centers and service shops to aftermarket providers and dealerships, we help you measure and improve every customer interaction across the automotive journey.

Property Management

Partner with Intouch Insight to evaluate leasing, tours, and service experiences across every apartment location.

Convenience Stores

Collaborated with 6 of the top 10 gas and convenience store chains to elevate in-store experience and operational consistency.

Retail

Worked with some of the most respected retail brands to strengthen experience, compliance, and daily execution across large store networks.

Grocery

Partnered with leading grocery chains to improve in-store experience, operational reliability, and consistent execution across every department.

Hotels & Casinos

Supported leading hospitality brands in elevating guest experience, service consistency, and operational standards across properties of all sizes.

Banking & Finance

Trusted by leading banking and financial institutions to elevate customer experience, consistency, and compliance at scale.

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