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. Intouch Insight’s programs provide objective insights into adherence to standards so you can deliver on your brand promise.
TRUSTED BY 300+ RESTAURANTS, RETAIL & GAS & CONVENIENCE STORE BRANDS ACROSS NORTH AMERICA.
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.
"Have the information living in one place makes it very easy to access the data and get the insights we need".
- Andrew Balchin, Program Manager at Parkland Corporation
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.
Four decades of expertise, tailored to every industry's needs.
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.
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
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
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
Compliance Programs
Shield your brand 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.
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
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
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.
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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.
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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.
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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.
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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.
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