Customer Experience

CX Evaluations (Mystery Shopping)

Leverage the largest network of evaluators in the industry to gain an unbiased understanding of your customer experience strengths and weaknesses. With over 900,000 verified evaluators throughout North America, IntelliShop has the manpower to conduct mystery shops across hundreds, or even thousands of locations to ensure a consistent experience for your customers.

Whether your experience is online, in-person, over the phone, or a hybrid model, IntelliShop can craft a tailored CX evaluation program to identify and improve the aspects of your business with the most impact on your bottom line. Our in-house team of experts and our large network of evaluators know every business vertical including retail, restaurants, automotive, and more.

When we launch your CX evaluation program, the work doesn’t end there. We develop an ongoing cadence for measurement and improvement to provide your team with actionable recommendations for continued success.

QSR Increases Sales Through Customer Experience Reporting

An industry leading chain of more than 2,200 quick-serve restaurants had the need to gain immediate visibility and a thorough understanding of their customer experience.

Additional Sales
$ 0 M+

Onsite CX Evaluations

Brick-and-mortar stores allow customers to form real-life relationships with your brand, but expectations and experiences can differ. With our onsite CX evaluation (mystery shopping) program, you’ll receive a proven, custom-designed solution that will help you:

  • Improve the overall customer experience with your brand
  • Understand your competitive advantage
  • See the effectiveness of staff training

Competitor CX Intelligence

Do you really know why customers choose your competitors over you, or what they do better or worse than you? We can help you discover this crucial information so you can use it to your advantage and win customers.

Most competitive CX evaluation programs only tell you topline customer experience data about your competition but that won’t help you develop and implement strategies to win customers. Our team of experts will help you:

  • Leverage proprietary methodology
  • Identify the KPIs that most influence win rates
  • Understand key competitive insights

Tooled with this information, you’ll be able to make decisions that significantly improve customer experience in comparison to your competition.

Digital CX Evaluations

Digital CX evaluations explore the entire online customer journey—from the first touchpoint through repeat purchases—and determine exactly how customers experience your business online. The importance of discovering the drivers causing customers to return again and again or move to a competitor can’t be overstated. Our digital CX evaluation program will help you:

  • Understand the ideal navigation structure of your website
  • Determine the reason for cart abandonment
  • Ensure brand messaging is consistent from start to finish
  • Improve cross-selling strategies and product upsells

Video CX Evaluations

Video CX evaluations capture real customer interactions as they happen. You and your team will see and hear what it’s like to experience your brand through your customer’s lens. By measuring actual experiences, you can take associate performance to the next level. Video CX evaluations will provide:

  • Reality-driven feedback and actionable insights
  • Content for best practices videos
  • Access to certified video evaluators and high-quality equipment

Telephone CX Evaluations

Ensuring proper care and handling of phone calls from customers is essential to how they experience your brand. Our team will ensure your contact centers, physical locations, and automated phone services are working as they should, ensuring customers leave with a good impression as they move through your service and sales processes. Our telephone CX evaluations will:

  • Provide a SWOT analysis for your sales and services processes
  • Information on how physical locations handle phone calls
  • Test the effectiveness of your automated phone services
  • Improve the consistency across all call centers

Data Reporting Simplified

Customer experience programs bring you detailed information about how customers experience your business as if you were there. But that’s where most CX firms stop.

Our team goes beyond mere data collection—we help you understand what it means and how to use it to create real and effective action plans to improve customer experience and win more business.

How It Works
  1. Our powerful software generates real-time data to ensure you have the most accurate and helpful information at your fingertips, right when you need it.
  2. You’ll work with our experts to ensure your custom solution fits your needs, providing unparalleled measurement.
  3. Our evaluators will analyze the experience across the full customer journey, and then analyze the data so you can improve your customer experience.

With access to real-time reporting, a customized dashboard based on your KPIs, actionable insights, and competitor intelligence—you’ll move your customer experience to a whole new level.

Voice of the Customer (VoC)

Voice of Customer (VoC) initiatives are pivotal for businesses aiming to refine their offerings and enhance customer satisfaction. By transcending mere data collection, VoC delves into the nuances of customer experiences, uncovering deep-seated emotions, preferences, and behaviors.

By capturing the authentic voice of your customers, you can identify what truly matters to them and adjust your strategies accordingly.

  • Eliminate the guesswork and highlight priority areas that need attention
  • Understand customer behaviors to enhance their satisfaction
  • Create meaningful connections with VoC insights, fostering brand loyalty
  • Personalize customer interactions based on preferences
  • Identify the relevance and impact of each touchpoint to optimize satisfaction

By leveraging VoC insights, you’ll be empowered to make informed decisions, anticipate needs, and deliver exceptional experiences that drive satisfaction and loyalty.

Custom Tools

Our team will provide you with a custom-designed program to meet your exact business needs.

Use It Alone or in Combination

You can implement VoC tools in conjunction with any of our other business services or it can stand alone.

Discover Customer Preferences

VoC surveys are a great way to uncover exactly how your customers “feel” about their experience with your brand.

We’ll Handle the Data Crunching

Once the surveys are completed, we’ll analyze the data and deliver an action plan for your business (so you don’t have to).

Self-Auditing Solutions

When it comes down to capturing data, sometimes all you need is the right tool to collect it. At IntelliShop, we understand that your best resource may be the staff you have on hand. We have solutions that can aid in evaluating regulatory compliance using your internal team members.

Our field forms, or self audits, can be utilized to evaluate compliance and standards across any department or industry, using these flexible features:

  • Affordable. Our DIY solution offers a lower price point compared to others on the market, making it a cost-effective option that aligns with your budgetary needs.
  • Customizable. Our proprietary Self-Audit tool can be wholly customized to meet your specific needs. You can use them for reviews, audits, report incidents, or evaluations for any aspect of your business.
  • Impartial. When objectivity is critical. we provide an unbiased analysis and third-party credibility that will fully validate your audit.
  • Detailed. Our extensive reporting infrastructure enables a detailed view and a wide variety of convenient reporting formats.
  • Support. Unlike others using ticketing and chatbots, we offer hands-on support and prominently display our phone number for timely, personalized assistance.

With our self-auditing solution, you can get the data you need to impact change and receive the A+ rating your business deserves. Need more information?

CX for Small Business

Small businesses need simple, less complex solutions but with the quality that a customer experience solution provides. That’s why our team at IntelliShop created CustomerOptix, enabling small businesses to improve customer experience using a simpler approach that they can manage.

  • No long-term contracts
  • Quick setup in 10 minutes
  • Affordable with pricing starting at $25

If you’re a small business that needs a simple, fast, and affordable solution, visit CustomerOptix to get started. You’ll be able to:

  1. Decide if you want a CX evaluation (mystery shop), a customer survey, or both.
  2. Choose your questions via our standardized form or create a custom questionnaire.
  3. Enter your business locations, phone numbers, and/or websites that need to be evaluated.
  4. After the evaluations are completed by our large network of evaluators, you can review our detailed reports and compare results over time.

It’s that easy to get the customer feedback your business needs and deliver an improved experience to your audience. Learn more about our small business solution at CustomerOptix.

Built for Small Businesses

Enjoy the benefits of a customer experience evaluation program that large brands employ—without the large budgetary or contractual requirements.

Access to 900k+ Evaluators

You’ll have access to our large network of evaluators who are professionals at performing fact-based evaluations and know what to look for.

Quick Turnaround

Get customer feelings, thoughts, and emotions about your brand from actual customers, in near-real time, within 48-72 hours.

Flexible programs

Choose from our pre-populated industries, set your frequency, and sit back for the results to come in!

The Mighty Oak Pathway

Click a program below to learn more.

Take the Biz Quiz to find out which program is right for you.

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