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

IntouchShop® is Intouch Insight’s mystery shopping program that provides objective, on-the-ground evaluations of how well multi-location businesses follow brand service standards. It uncovers real customer experiences so brands can fix inconsistencies, improve service, and protect their reputation. Results combine qualitative observations and quantitative scores to guide actions.

We serve multi-location brands across restaurants & QSR, retail, grocery, petro-convenience, automotive, property management, banking & finance, CPG and hospitality.We've partner with many leading chains, including several leading QSR and convenience store brands. Our solutions are tailored to franchise networks, corporate chains, and other multi-site operators.

We cover onsite (in-person), telephone, online/virtual (web, apps, chatbots), curbside, pickup, and video mystery shopping. Programs can measure individual purchase paths or the whole multi-channel journey to identify inconsistencies. Video is offered for added objectivity but is recommended only in special cases due to consent requirements.

We have access to more than 2 million vetted shoppers across multiple platforms, allowing us to execute programs across regions, locations, and touchpoints with speed and consistency. Our platform integrates both qualitative feedback and quantitative metrics into a single, centralized repository, making it easy to analyze performance, identify trends, and act on what matters most. The result is a fully integrated, technology-driven CX management suite that helps multi-location businesses turn frontline observations into measurable operational improvements.

We use mystery shopping to help organizations monitor regulatory compliance and reduce legal exposure. Our compliance programs evaluate adherence to critical regulations including age-restricted sales, responsible service standards, and brand policies. This helps foster a culture of accountability and reduce the risk of penalties, fines, and reputational damage.

Mystery shopping lets franchisors evaluate individual locations, compare performance across the network, and verify adherence to contractual and brand standards. It provides objective evidence (including photos/video when permitted) to enforce consistency and identify training needs. Results help prioritize operational fixes and franchisee coaching.

Programs include Customer Service, Multi-channel Experience (onsite, curbside, online, phone), Competitor benchmarking, Compliance (age-restricted products/responsible sales), Franchise audits, and Employee training evaluations. Video and virtual shopping options are also available for special cases.

Video mystery shopping is offered but should be used only in special cases because recording typically requires additional consent for research purposes. It does add more objectivity and detailed evidence for compliance and franchise audits. Clients must ensure recordings meet local privacy and consent laws.

ROI is measured by tracking changes in compliance, service consistency, sales or conversion metrics, and improvements after targeted training or operational changes. We provide reports and benchmarking (including industry studies) to help clients quantify improvements and compare performance to competitors. Exact ROI depends on program scope and business metrics tracked.

We ensure quality and objectivity through a rigorous Quality Assurance (QA) process. Every mystery shop is carefully reviewed by our dedicated QA team before results are finalized in our reporting platform.

We verify that:

• Proper shop procedures are followed

• The correct location is evaluated

• Responses are accurate and free of contradictions

• Comments are clear, professional, and free of inappropriate language

This multi-step review process allows us to deliver reliable, unbiased, and actionable data that multi-location brands can confidently use to improve customer experience and operational performance.