Uncover what customers truly experience in store.

Intouch Insight's mystery shopping solution for multi-unit retailers is designed to elevate your customer experience and ensure consistency across all touchpoints, whether in person or online.

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TRUSTED BY MULTI-LOCATION RETAIL, GROCERY & CONVENIENCE STORE CHAINS ACROSS NORTH AMERICA

Say no to off-the-shelf programs.

No two business problems are the same. That's why our amazing team of experts stand ready to collaborate with you closely. We establish precise objectives, design detailed questionnaires, and do comprehensive assessments, all to ensure that your mystery shopping programs are a roaring success.

Customer Service

Businesses have made shopping convenient by laying products aisle-by-aisle. But sometimes, customers need extra help, whether finding the right product, answering their questions, or guidance. Those interactions play a crucial role in creating a positive shopping experience.

That's why we put a lot of emphasis on evaluating those interactions based on factors like friendliness, knowledge, and responsiveness. It can help you identify areas for improvement in training and coaching customer-facing staff.

Let's make every interaction count! →

Evaluate how customer service teams interact with consumers.

Brand Standards

One of the biggest challenges in managing multiple store locations is ensuring a consistent customer experience. Consistency helps customers feel comfortable and familiar, regardless of which site they visit.

Therefore, our programs are designed to assess if each location follows the same brand standards, such as layout, signage, and overall store presentation.

Keep customers coming back for more! →

Price Audits

In a competitive market, price plays a significant role in customer decision-making. Measuring and comparing prices with competitors' offerings ensures that you stay competitive and give your customers a reason to stick around.

Almost every big box store has price-matching strategies to induce customer loyalty. That is why it's worth evaluating the effectiveness of such strategies and implementing them across all your stores.

Keep your prices in check and remain competitive! →

Uncover how much customers are paying at other stores.

Merchandising Audits

It's no secret that customers can become frustrated when the products they desire are unavailable or difficult to locate. This can have a detrimental impact on both retailers and brands, leading customers to seek out competitors or alternative products.

Mystery shopping can help you monitor a variety of factors, such as planogram compliance, product placement and availability, pricing, and customer accessibility - ultimately leading to improved visual merchandising.

So, don't let them slip away! →

Check-out & Returns

Smooth transactions are key to keeping customers happy. That's why our programs are designed to help you assess the efficiency and accuracy of your check-out counters, ensuring customers experience minimal wait times at both assisted and self-checkouts and that pricing is accurate.

And when it comes to product returns, our shoppers can evaluate the return process, checking for ease of return, helpfulness of staff, and adherence to return policies.

Make your transactions hassle-free! →

Assess the total wait times on billing and returns counters.

Cleanliness and Facilities

The cleanliness of the store and the condition of facilities, such as washrooms, greatly impact customer experience and reflect your commitment to providing a safe and hygienic environment. Our trained shoppers evaluate them for you.

For example, they assess the availability and cleanliness of shopping carts and ensure that washrooms are well-maintained. This measurement ensures you are providing a pleasant shopping experience.

Measure if floor area, washrooms and other areas are clear or not.

Give your customers a cart-full-of-reasons
to come back.

Intouch Insight delivers actionable insights so you can enhance your customer experience. We achieve this by seamlessly integrating mystery shopping data with our proprietary software, including CSAT & NPS surveys, inspection software, and our CX intelligence platform so our customers can effectively align their operations with customer expectations.

Deliver Consistent Experiences

Consistency in CX is key to win customer loyalty in the long term. Remember, a bad experience at one location can tarnish the entire brand’s reputation.

Dive Deep, Strike Gold

Location-level performance, departmental scores, and trend data over time all stack up to give you opportunities to level up your customer satisfaction game.

Improve Return on Training

Tailor training and coaching to address skill gaps identified in your mystery shopping results , focusing on specific areas that will drive the biggest impact on the bottom line.

Outshine the Competition

With Intouch Insights reporting and analytics dashboards, you'll get crystal-clear, actionable insights so you can make data-driven decisions to increase your competitiveness in the market.

Delight at Every Touchpoint

Emphasizing onsite experience is not enough anymore as consumer interest in online sales & curbside pickup has become an expected part of the customer journey.

Improvements, Sorted!

The Intouch Insight platform goes beyond simple reporting tools, with the capabilities to manage issues by assigning cases that can be tracked and monitored through to resolution.

Checkout value-added industry insights.

Intouch Insight is proud to be the source of highly anticipated and well-established industry reports, including the annual Drive-thru Study, Convenience Store Trends Report, and Emerging Experiences Study. We are committed to empowering our partners with the latest insights, ensuring they deliver the best possible customer experience.