What is IntouchShop^®?

IntouchShop®’s mystery shopping program gives multi-location businesses a clear, unbiased view of service performance at every location by measuring delivery against brand standards.

With more than four decades of CX expertise and access to three vast shopper networks: iSecretShop, Sassie & Shopmetrics, IntouchShop delivers unmatched scale and precision in evaluating brand execution. As one of North America’s most technologically advanced providers, our blended approach goes beyond data collection to deliver actionable insights through a powerful CX intelligence platform. Leaders gain holistic visibility, spot trends early, and turn results into meaningful improvements.

Visibility Across Every Touchpoint
IntouchShop® provides a complete view of performance through onsite, telephone, online, and video mystery shopping. Onsite shops capture in-location execution, telephone programs assess responsiveness, online shops evaluate digital and delivery experiences, and video shops add context by capturing interactions in real time.

KEY FEATURES:

1. Customer Service Programs
   Evaluate how well staff meet expectations for service, speed, and friendliness.
2. Multi-Channel Experiences
   Measure consistency across in-store, curbside, delivery, online, and partner platforms.
3. Compliance Programs
   Verify adherence to regulations and responsible sales practices.
4. Competitor Intelligence
   Benchmark against competitors to reveal strengths and opportunities.
5. Franchise Audits
   Monitor consistency and contractual compliance across franchised locations.
6. Employee Training Programs
   Identify execution gaps to inform stronger coaching and development.