Get smart about customer experience.

Every business has room to grow, but it can be hard to know where to start. That's where IntelliShop comes in.

users

How do your customers experience your brand?

What really happens when your customers call, click or visit you? Does their experience meet your objectives as a business? Are you getting a return on the investment you're making in people, communications, materials and time? Is your team creating great experiences that result in loyal customers?

users

How do your customers experience your brand?

What really happens when your customers call, click or visit you? Does their experience meet your objectives as a business? Are you getting a return on the investment you're making in people, communications, materials and time? Is your team creating great experiences that result in loyal customers?

users

How do your customers experience your brand?

What really happens when your customers call, click or visit you? Does their experience meet your objectives as a business? Are you getting a return on the investment you're making in people, communications, materials and time? Is your team creating great experiences that result in loyal customers?

users

How do your customers experience your brand?

What really happens when your customers call, click or visit you? Does their experience meet your objectives as a business? Are you getting a return on the investment you're making in people, communications, materials and time? Is your team creating great experiences that result in loyal customers?

location

on location

Brick and mortar is our bread and butter. We send our 450,000 mystery shoppers to any kind of physical business you can think of: retail stores, concert venues, sports stadiums, and amusement parks just to name a few.

Find out:

  • Are employees friendly and knowledgable?
  • Do they look professional and inviting?
  • Which products or services are recommended?
  • Is the location clean and well maintained?
  • Are key pieces of inventory in stock?
  • Is signage and marketing current and helpful?
computer

on your website

Online business owners rarely get to meet their customers face-to-face, so they need creative, effective ways to hear from them. We'll find out how your customers feel about their experience with your brand online.

Find out:

  • Are employees friendly and knowledgable?
  • Do they look professional and inviting?
  • Which products or services are recommended?
  • Is the location clean and well maintained?
  • Are key pieces of inventory in stock?
  • Is signage and marketing current and helpful?
phone

on the phone

If your business has a phone number, phone calls are a part of your customer's experience with your brand. We help businesses ensure their call centers and automated phone services are meeting their customer's needs and expectations.

Find out:

  • Are employees friendly and knowledgable?
  • Do they look professional and inviting?
  • Which products or services are recommended?
  • Is the location clean and well maintained?
  • Are key pieces of inventory in stock?
  • Is signage and marketing current and helpful?

How does mystery shopping work?

Every business is different. That's why we focus on flexibility and creativity when we design and implement mystery shopping programs. Working with us usually looks something like this:

signpost
1. Plan

First, we'll connect you with one of our Client Services Managers, like Jane Doe. She'll get to know your business and work with you on a custom mystery shopping plan. We call this The Roadmap, because it targets locations, times, and activities for our team of mystery shoppers.

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2. Schedule

IntelliShop schedulers, like John Doe, work with our certified shoppers to make sure they perform the specific tasks you are interested in, like returning merchandise, opening a credit card, or simply finding a parking spot- all within the project's established timeline.

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3. Evaluate

After visiting your store, calling your customer service line, or using your website, our undercover shoppers complete the questionnaire we created specifically for your project. Answers are never multiple choice or arbitrary ratings, instead we gather highly detailed, story-like comments.

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4. Analyze

We compile and analyze all of the completed evaluations and present you with an honest, in-depth look at your business through the eyes of your customers. Every evaluation is checked with our 23 step integrity validation, which means you get real, meaningful data.

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5. Change

Your business takes what you've learned from the real experiences of our behind-the-scenes customers and applies it to your policies, procedures, and goals. Your new knowledge of problem areas will help you create noticeable changes that make your customers even happier.

repeat
6. Repeat

We don't stop there. We know that taking your business from good to great means creating a culture of constant improvement. After the Roadmap is complete, we create a schedule of ongoing evaluations that will help fine-tune your brand experience and take your business to the next level.

Need mystery shopping? Get Started
Questions? Try live chat.
Want to be a mystery shopper? Learn How
Already a shopper? Login here.

IntelliView™

See your brand through the eyes of your customers.

  • Hidden cameras put you in your customer's shoes.

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  • Hidden cameras put you in your customer's shoes.

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi a suscipit justo. In euismod odio sed venenatis facilisis. Nunc laoreet viverra lectus, sit amet pellentesque enim dictum eget.

Reality Driven

With our hidden cameras, you get to see and hear everything your customer does. What you see is what you get. Capturing these interactions gives you unparalleled insight into how people experience your brand - and experience is everything.

Repurpose Your Videos

Dry, canned training materials can fall flat. That's why we encourage businesses to reuse their IntelliShop hidden camera footage as in-house training videos, allowing current and future employees to learn from real life customer interactions.

Experienced Shoppers

All of our video evaluators go through in-depth training and certification. We make sure they know the ins and outs of your specific industry so they can play the part and gather as much information as possible. Have an idea for a scenario? They'll take the role.

We're everywhere.

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We're always on time.

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We're night owls.

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More than mystery shopping.

We offer a 360 degree toolset to give you a fresh perspective on your business.

Customer Feedback

Customer satisfaction surveys can be designed as stand-alone feedback solutions or combined with other services (like mystery shopping) for a broad picture of your customers' thoughts and experiences. InSite, our web-based reporting tool, allows you to view side-by-side comparisons of this information.

We offer a complete, turnkey approach, from survey design and program development, data collection, all the way through to consultation for performance improvement.

Online Surveys

Customers are invited to visit a specific link and complete a survey online. Online surveys are useful for companies seeking high-volume programs, where customers are geographically dispersed.

Phone Surveys

Customers are invited to call a toll-free number and use their phones keypad to answer a short series of questions. We can also have a friendly operator talk through the survey for a more personal, in-depth interview.

Customer Intercepts

Our field team can be deployed at your physical location (stores, malls, concert venues), to offer a more personalized survey. These work best for low-volume programs where immediate feedback is important.

QR Code Surveys

Customers use a camera phone and one of many free apps available to access an online survey. Well guide you through every step: survey design, QR code creation, distribution of surveys, and even in-depth analysis of the results.

Onsite Audits

A program of onsite compliance audits enables you to take a fresh, in-depth look at the day-to-day details that affect your long term success.

An audit program goes beyond the traditional mystery shop to help save costs and save your staff considerable time - allowing them to focus on their other important responsibilities. IntelliShop is the dependable third-party partner when your audit requires impartial analysis and credibility.

Our team will collaborate with you to design an audit program to suit your specific needs. Within 72 hours of each visit, a detailed, customized report with digital photos will be available via our customized web portal.

If you have staff who currently conduct field audits, and do not want to outsource the entire function, we can create online forms for them to use to submit their reports, which will save considerable time, speed up the report-turnaround process, and allow you to use all the summary reports that are in our system.

IntelliShop can help bring more focus to these types of audits:

  • Closed Store and De-branding Verifications
  • Quality Control and Operations
  • Brand Protection, Image & Appearance
  • Pricing & Merchandising
  • Franchise Compliance
  • Site Safety
  • Food Prep and Kitchen
  • Product Recall

InSite™ Reports

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