Intouch Insight

What Intouch Insight does

Intouch Insight Ltd. is a publicly traded Canadian customer experience solutions provider (TSXV: INTC; OTCQX: INX), headquartered in Kanata, Ontario, founded in 1992 as In-Touch Survey Systems Ltd. and rebranded in 2016. The company serves more than 300 multi-location enterprise customers across QSR and restaurants, petro-convenience, retail, grocery, and hospitality, including 4 of the top 10 U.S. QSR chains, 19 of the top 50, and 6 of the top 10 gas and convenience chains. Its core offering is the IntouchCX platform, which unifies mystery shopping (IntouchShop), operational audits (IntouchAudit), digital inspection software (IntouchCheck), customer surveys (IntouchSurvey), and supporting modules (Sentiment Analysis, Predictive Analytics, Automations, Case Management, Action Campaigns, and IntouchCapture for event data).

Underlying the platform is a network of more than 2 million mystery shoppers accessed across iSecretShop, Sassie, and Shopmetrics, plus 30-plus years of accumulated CX benchmarking data that powers proprietary annual research reports widely cited in major business media. The company monetizes primarily through subscription and recurring enterprise contracts on the CX platform and module suite, with quote-based pricing tied to location count, scope, and program complexity, complemented by professional services in merchandising following the 2025 acquisition of ClearPoint Solutions US. Distribution is led by field sales targeting enterprise multi-location brands, supplemented by inside sales, industry event presence, and thought leadership content marketing.

The business has grown through a long-running acquisition program that includes SeeLevel HX (2021, ~US$4.3M), Alta360 and Ardent Retail Services (2023), and ClearPoint Solutions US (2025). FY2025 revenue was $25.4M (down 10% year-on-year due to the Ardent business exit), with gross margin expanding to 50.3% from 44.5% in 2024. The company has SOC 2 Type 1 certification and MSPA Elite Member status, employs 101-250 people, and is currently repositioning for growth through grocery vertical expansion (2026 Informa partnership, GroceryNEXT Conference presence) and increased AI and product investment.

Name

Intouch Insight

Legal name

Intouch Insight Ltd.

Website

https://intouchinsight.com

Company type

Public

Founded year

1992

Operating status

Operating

Headcount range

101–250 employees

Ownership category

akta.pro rank

Product category

Customer Experience Management Software

NAICS

Software Publishers (513210), Software Publishers (5132)

SIC

Services-Prepackaged Software (7372), Services-Management Consulting Services (8742)

akta.pro primary industry

Customer Experience (CX) & Digital Experience (BPAHAEAC)

akta.pro secondary industries

Customer Experience (CX) & Voice of Customer (NPS/CSAT, Journey Research) (MPAAALAH), Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)

Keywords

• Mystery shopping services
• Customer experience platform
• Operational audit solutions
• Digital inspection software
• Customer feedback surveys

Headquarters

HQ city

Ottawa

HQ country

Canada

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Mystery Shopping Services: Covert evaluations revealing gaps in service performance from customer perspective; includes onsite, telephone, online, and video mystery shopping across 2M+ shopper network.
2. Operational Audits: Overt audits uncovering gaps in SOPs, inventory, and safety with independent third-party assessments; operational and compliance audits for multi-location brands.
3. Software Subscriptions (CX Platform, Checklists, Surveys): SaaS platform subscriptions for IntouchCX™ platform, IntouchCheck® inspection software, and IntouchSurvey® tool; includes analytics, case management, and enterprise integrations.
4. Merchandising Services: Merchandising and growth initiative services following acquisition of ClearPoint Solutions; includes dedicated salesperson for merchandising services expansion.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels7 records

Core offering

Intouch Insight sells an integrated customer experience (CX) management software platform backed by human-driven mystery shopping, operational audits, digital inspections, customer feedback surveys, and AI-powered analytics. The IntouchCX™ Platform consolidates these into a single intelligence layer for multi-location enterprise brands. Revenue is generated through SaaS subscriptions, recurring mystery shopping and audit service engagements, and merchandising services following the ClearPoint Solutions acquisition.

Product overview

Intouch Insight is a customer experience (CX) solutions provider offering an integrated platform-plus-modules architecture. The core IntouchCX™ Platform unifies four primary product lines: IntouchShop® (mystery shopping), IntouchAudit® (operational audits), IntouchCheck® (digital inspection software), and IntouchSurvey® (customer feedback surveys). Additional modules include Sentiment Analysis, Predictive Analytics, Case Management, Automations, Action Campaigns, CX Analytics, and IntouchCapture® for event data. This integrated ecosystem connects customer experience data with operational execution, allowing multi-location brands to measure consistency, identify gaps, and take action across all touchpoints.

Differentiator

Problem solved

Functional benefit

Brands

• IntouchCX™: Centralized customer experience intelligence platform that unifies surveys, mystery shopping, audits, inspections, analytics, and case management.
• IntouchShop®
• IntouchAudit®
• IntouchCheck®
• IntouchSurvey®
• IntouchCapture®

Products and services

• IntouchCX™ Platform Centralized customer experience intelligence platform that unifies surveys, mystery shops, audits, and inspections into one view with cross-program data integration, real-time dashboards, predictive analytics, case management, automations, and enterprise integrations. Built for multi-location enterprise brands in restaurant/QSR, petro-convenience, grocery, retail, and hospitality verticals.
• IntouchShop® Mystery shopping solution that delivers customer-experience-driven insights through independent shoppers evaluating service quality, employee interactions, compliance, and brand standards across multi-location businesses. Supports onsite, telephone, online, and video mystery shopping modalities across a network of 2M+ shoppers.
• IntouchAudit® Operational audit solution for multi-location businesses to uncover gaps in SOPs, brand standards, inventory, and safety through objective third-party audits. Provides leaders the clarity to improve consistency and ROI across locations.
• IntouchCheck® Digital checklist and inspection software that helps multi-location businesses simplify internal checks and audits with mobile access, automated tracking, and instant follow-ups. Available as native iOS and Android applications. Used for digital checklists, field service management, and operational audits.
• IntouchSurvey® Customer feedback survey tool for multi-location brands to capture Voice of Customer data through multi-channel programs (web, email, SMS). Includes AI insights, customizable templates, real-time dashboards, CSAT and NPS survey capabilities.
• IntouchCapture® Event data capture solution for collecting field data at events, trade shows, and promotional activations with hardware options and real-time event dashboards.
• Compliance Audits Compliance audit programs that verify adherence to regulations and responsible sales practices, including age compliance verification and health and safety protocol assessments for multi-location operators.
• Merchandising Services Merchandising services that support retail execution, in-store merchandising, and growth initiatives for multi-location brands. Expanded through the 2025 acquisition of ClearPoint Solutions US, LLC.

Quantifiable outcome

• 60% of audited c-stores now serve made-to-order food; 75% of consumers visited c-stores primarily for beverages in past month; only 6% currently offer EV charging
• +4 more outcomes

Named customers8 records

Segments5 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration3 records

AI capability7 records

Feature6 records

Partnerships

Two partnerships are on record, tiered core and supporting.

• InformacoreStrategic or Co-development Partner · 29 April 2026Strategic partnership with Informa to produce a proprietary grocery industry research study as part of Intouch Insight's expansion into the grocery vertical. Study to be featured in Supermarket News and presented at GroceryNEXT Conference.
• NexChaptersupportingStrategic or Co-development Partner · 29 April 2026Partnership with NexChapter, a retail advisory firm, to support Intouch Insight's strategic expansion into the grocery sector with industry expertise and advisory services.

Scale indicators8 records

Recent moves8 records

Expansion highlights6 records

Broad incumbents

• Qualtrics (SAP): Experience management platform covering customer, employee, product, and brand experience with deep analytics. Directly comparable to Intouch Insight's CX measurement and survey capabilities, though much broader in scope and far larger in scale.
• Bain & Company (CX practice): Global management consulting firm with a dedicated customer experience practice that advises multi-location enterprises on CX strategy and operations. Comparable to Intouch Insight in addressing CX measurement for enterprise clients, though at the strategic advisory layer rather than operational/measurement layer.
• Medallia: Enterprise customer experience management platform offering surveys, analytics, and AI-driven insights. Comparable to Intouch Insight's IntouchCX platform at the enterprise CX layer, though Medallia is much larger and serves broad industries beyond multi-location QSR/c-store.

Direct peers

• SMG (Service Management Group): Customer experience and mystery shopping provider serving restaurants, retail, and healthcare. Most direct competitor to Intouch Insight given overlap in mystery shopping, customer feedback, and operational audits for multi-location brands.
• InMoment: Customer experience management platform combining surveys, social listening, and operational data with AI analytics. Closely comparable to Intouch Insight in target market (multi-location enterprises including retail and hospitality), product scope (CX measurement + analytics), and go-to-market motion.
• MaritzCX: Customer experience management company providing CX measurement, mystery shopping, voice of customer, and loyalty programs. Direct competitor to Intouch Insight in the enterprise CX measurement space, particularly for multi-location retail and restaurant customers.
• CX Index / Forsta: Customer experience measurement and analytics platform (formerly FocusVision and Confirmit) supporting surveys, mystery shopping-style research, and CX analytics. Comparable to Intouch Insight in core CX measurement product and multi-vertical customer base.
• CustomerCount: Customer feedback and experience measurement platform for hospitality and service-oriented multi-location businesses. Comparable to Intouch Insight's IntouchSurvey and CX measurement offering for similar vertical customer bases.

Emerging players

• Birdseye (formerly Mobivity): AI-driven marketing automation and customer loyalty platform for multi-location retail, restaurant and c-store chains. Partially comparable to Intouch Insight in serving QSR/c-store customers with data-driven engagement tools, with overlap in the AI/predictive analytics layer.
• Yogi (by Sparkcentral / CM.com): AI-powered voice of customer analytics platform surfacing feedback themes from unstructured customer comments. Comparable to Intouch Insight's sentiment analysis and predictive analytics capabilities within the broader CX measurement stack.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/intouchinsight
• YouTubeyoutube.com/@intouchinsight
• Facebookfacebook.com/intouchinsight
• LinkedInlinkedin.com/company/in-touch-insight-systems
• Instagraminstagram.com/intouchinsight

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles8 records

Subsidiaries13 records

Funding overview

Funding rounds2 records

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A3 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Intouch Insight