How High's Consistently Achieves CX Goals With Intouch

Curious to learn how Intouch Insight's CX Platform and Mystery Shopping Services help High's achieve consistent customer experience goals year after year?

Dive into the full story by watching the video below, or keep reading to discover more insights.

About High's
91 years in business | 60 locations | 500+ employees

A popular ice cream chain turned convenience store and gas station known for its authenticity and affordable prices since 1928.

The Problem: Inability to Collect Customer Feedback and Measure Customer Experience

Before partnering with Intouch Insight, High's could not effectively measure and evaluate the customer experience. Despite experiencing significant growth, they struggled to assess how their stores were performing from the perspective of their customers.

Additionally, the company solely relied on website feedback forms for customer insights, which mostly captured negative experiences. This approach provided a limited understanding of customer satisfaction and offered no real-time, actionable data on customer interactions at their retail sites.

"Prior to us joining with Intouch Insight, we didn’t have any type of formulated feedback platform where we could get feedback from our customers." 
Michelle Trulove, Vice President of Operations at High's of Baltimore.

The Solution: Improved Customer Insights and Experience Measurement 

High's partnership with Intouch Insight began with their Mystery Shop program. After meeting with several companies, they chose Intouch Insight because of our approach.

High's wanted to receive real snapshots of the customer experience, and Intouch's Mystery Shoppers are able to act as regular customers and provide authentic insights that capture the essence of the customer experience. This approach enables High's to drive meaningful improvements across all their retail locations.

Over time, High's incorporated other products such as IntouchCheck® and IntouchCapture®. These products allow High's to access all the valuable insights and data from one simple dashboard. The team can easily view individualized store or region data with one simple click.

"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 at High's of Baltimore.

The Result: Streamlined Operations and Enhanced CX

Since partnering with Intouch Insight, High's has experienced significant advancements in understanding and enhancing the customer experience.

>> Watch the video to hear from Michelle Trulove, VP of Operations at High's, about how Intouch Insight played a crucial role in elevating their customer experience.

Beginning in 2020, High's retail locations were achieving a baseline of 78% of their overall mystery shop scores. Since then, they have seen a substantial increase, reaching nearly 90%, reflecting a 15% improvement in scores over three and a half years.

Intouch Insight’s tools like IntouchCheck® and IntouchCapture® have contributed to this progress by streamlining data collection and analysis and helping keep employees focused on the most important aspects of the customer experience.

This integration has enabled High's to adapt to customer feedback and improve operational standards across their locations.

High's journey demonstrates the power of a well-integrated customer experience management strategy.

Through its partnership with Intouch Insight, High's has gained valuable insights, streamlined its operations, and consistently delivered exceptional customer experiences across all its locations.

Interested in how we can enhance your brand's customer experience?