What Touchwork does

Touchwork is a customer experience management company founded in 2003 and headquartered in San Diego, operating affiliated entities in the United Kingdom and South Africa. The company builds and sells the Kinetica CX Platform, a cloud-based system that fuses real-time multi-channel feedback capture (SMS, QR codes, kiosks, webforms, native iOS/Android apps, Twitter) with operational audit workflows under a single database. Its product portfolio comprises TxtTapScan&Tell, TouchandTell, GrabandTell, SurveyIT, FixIT, AuditIT (CheckIT), MarketIT, OrderIT, ShopandTell, ShowandTell, RequestIT, and the premium Fusion CX layer, plus the Abda AI-powered data analyzer that performs sentiment, topic, trend, and predictive analysis. Touchwork serves 150+ enterprise customers across higher education, healthcare and senior living, airports, retail and services, and food services, with named logos including Harvard, Princeton, Stanford, UCLA, UMass, Dartmouth, Centra Health, Mercy Health, Sacramento International Airport, London Stansted, Manchester Airport, Vodacom, and Tourvest. The company generates revenue primarily through SaaS subscriptions on annual billing, with quote-based enterprise pricing, bundled solution packages, and supplementary professional services for custom implementations; it sells via direct enterprise field sales supported by event-driven demand generation (NACUFS, TUCO, AHF, FTE Global, C3X) and a partner-integrated channel ecosystem. SOC 2 Type II compliance (December 2023) and TX-RAMP certification underpin enterprise and healthcare eligibility. The company is privately held, founder/management-owned, and bootstrapped with no disclosed funding rounds.

Name

Touchwork

Legal name

Touchwork, LLC

Website

https://touchwork.com

Company type

Private

Founded year

2003

Operating status

Operating

Headcount range

11–50 employees

Short description

Touchwork is a privately held SaaS provider of the Kinetica CX Platform, offering real-time multi-channel customer feedback and operational audit solutions to 150+ enterprise customers across higher education, healthcare, airports, and retail in the US, UK, and South Africa.

Ownership category

akta.pro rank

Product category

Customer Experience Management Software

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Customer Experience (CX) & Digital Experience (BPAHAEAC)

Keywords

• Customer experience management
• Real-time feedback platform
• Operational audit solutions
• Customer survey software
• Experience analytics software

Headquarters

HQ city

San Diego

HQ country

United States

HQ region

North America

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. SaaS Subscription - Enterprise Licensing: Touchwork operates as a SaaS provider offering subscription-based access to the Kinetica CX platform. The company offers stand-alone subscription-based solutions and bundles them into packages based on client needs. Enterprise licensing model enables unlimited access to the full platform and solutions.
2. Professional Services and Custom Solutions: Custom Solutions offering for organizations requiring customized, real-time data and workflow solutions tailored to specific operational requirements.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels8 records

Core offering

Touchwork sells the Kinetica CX platform, a cloud-based suite that captures real-time customer and operational feedback across multiple channels (SMS, QR codes, kiosks, mobile apps, webforms, social) and combines it with operational audit, workflow automation, AI-driven analytics (Abda), and reporting. The platform is sold as modular subscriptions (TxtTapScan&Tell, TouchandTell, AuditIT, FixIT, OrderIT, ShopandTell, RequestIT, MarketIT, ShowandTell, SurveyIT, GrabandTell) plus a premium Fusion CX layer, and is targeted at multi-location organizations in higher education, healthcare, airports, and retail.

Product overview

Touchwork offers a unified platform-plus-modules architecture centered on the Kinetica CX Platform. The core offering integrates advanced AI (Abda) with real-time feedback and operational audit solutions. The product portfolio includes customer feedback tools (TxtTapScan&Tell, TouchandTell, GrabandTell), survey solutions (SurveyIT), audit and inspection tools (AuditIT/CheckIT), problem reporting (FixIT), marketing communications (MarketIT), food allergy ordering (OrderIT), mystery shopping (ShopandTell), digital signage (ShowandTell), and event request management (RequestIT). Fusion CX serves as the premium CX Performance Management layer combining all capabilities with AI-powered analytics. The solutions are SOC 2 Type 2 compliant and can be used individually or in combination, built on a cloud-based platform supporting webforms, SMS, mobile apps, and kiosk data collection.

Differentiator

Problem solved

Functional benefit

Brands

• Fusion CX: Advanced CX Performance Management platform with AI integration and customizable dashboards for customer experience and operational data.
• TxtTapScan&Tell
• TouchandTell
• ShopandTell
• GrabandTell
• SurveyIT
• FixIT
• AuditIT
• MarketIT
• OrderIT
• ShowandTell
• RequestIT
• Abda

Products and services

• Kinetica CX Platform Cloud-based automated survey and data collection platform providing flexible data-driven workflows, integration with third-party systems, complex survey logic management, and central reporting with location hierarchies for multi-site organizations.
• Fusion CX Premium CX Performance Management layer that integrates advanced AI with real-time feedback and audit tools to provide an integrated data-driven experience for managing customer experience and operations.
• TxtTapScan&Tell In-the-moment feedback solution enabling customers to provide feedback via SMS, QR codes, and other channels with real-time response capabilities, AI-powered analysis, and template-based canned replies.
• TouchandTell Kiosk-based feedback solution for capturing customer experience feedback through interactive kiosk interfaces at physical locations.
• GrabandTell Product feedback solution enabling customers to share feedback about specific products they have purchased or experienced.
• SurveyIT Online survey solution for creating and managing flexible web surveys delivered by email or SMS to collect data across all customer touchpoints.
• FixIT Problem reporting solution for instant problem reporting and resolution with location-based issue tracking and alert routing, including the Sacramento International Airport deployment of 196 QR codes.
• AuditIT (CheckIT) Operational audits and inspections solution for compliance monitoring, health and safety audits, and quality control assessments with digital checklist capabilities.
• MarketIT Marketing and messaging system for outbound text communication and marketing campaigns, also enabling food waste reduction through surplus food alerts.
• OrderIT Food allergy ordering solution providing specialized food ordering for safe and stress-free dining with dynamic time slot management for pickup scheduling, used by UMass, UC San Diego, and University of Wisconsin-Madison.
• ShopandTell Mystery shopping solution enabling organizations to monitor operational performance, ensure compliance with standards, and measure customer experience by emulating the customer perspective.
• ShowandTell Digital signage solution allowing configuration and management of unlimited digital screens with filtered and moderated feedback data display, static images, videos, embedded websites, ticker tapes, and database-driven content.
• RequestIT Event and operational request management solution for location-based support requests, enabling QR code reporting and integration with operations management systems including 7Point OPS.
• Abda AI-powered Data Analyzer that processes large volumes of feedback and audit data, automatically transforming it into actionable insights, automated summaries, and MTD/YTD trend comparisons for faster data-driven decision-making.
• Real-time Customer Feedback Solution Instant feedback solution using SMS, QR codes, and kiosks to collect and interpret customer data, gain new insights, and resolve critical issues in real-time.
• Audit and Inspection Solutions Compliance monitoring and real-time issue identification solution for health and safety audits, mystery shopping, and enhanced monitoring of core CX drivers.
• Custom Solutions Custom Solutions offering for organizations requiring customized, real-time data and workflow solutions tailored to specific operational requirements.

Quantifiable outcome

• 85% Return on Investment reported by customers
• +5 more outcomes

Named customers22 records

Segments5 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration7 records

AI capability6 records

Feature10 records

Partnerships

Four partnerships are on record, tiered core and strategic.

• VantacoreStrategic or Co-development Partner · 11 December 2023Vanta partnered with Touchwork to support and verify SOC 2 Type II compliance achievement. Vanta provides continuous compliance monitoring and automation platform used by Touchwork to maintain security standards.
• Advantage PartnerscoreStrategic or Co-development Partner · 11 December 2023Advantage Partners collaborated with Touchwork throughout the SOC 2 Type II compliance journey, providing consulting and advisory support for the compliance process.
• 7Point Solutions (7Point OPS)coreTechnology or Integration7Point OPS integrates directly with Touchwork's RequestIT solution for event and facilities management. At Colorado State University and Purdue University, RequestIT connects with 7Point OPS to centralize support requests, enable real-time notifications, and streamline scheduling and coordination across event operations teams.
• Envision StrategiesstrategicImplementation/ SI/ Consulting PartnerPartnership in technology and consulting services with Envision Strategies, combining Touchwork's CX platform with consulting expertise for retail feedback and experience optimization.

Scale indicators7 records

Recent moves6 records

Expansion highlights6 records

Emerging players

• Binary Fountain: Healthcare-specific patient experience and online reputation platform with text analytics. Compares to Touchwork on healthcare CX niche but with less breadth beyond healthcare.
• CustomerGauge: B2B-focused CX and Net Promoter Score platform with closed-loop workflows and benchmarking. Adjacent to Touchwork in real-time feedback workflows and issue/case management, though B2B-skewed.
• Clarabridge: Customer experience analytics platform specializing in text/sentiment analytics across channels. Comparable to Touchwork's Abda analytics layer and multi-channel survey aggregation (now part of Qualtrics).

Broad incumbents

• Qualtrics: Large-scale experience management platform (now under Silver Lake / CPP Investments) spanning customer, employee, and product experience. Competes with Touchwork in healthcare and higher ed surveys/feedback, but at vastly larger enterprise scale.
• Medallia: Enterprise-scale CX platform offering real-time omnichannel feedback, speech/text analytics, and journey orchestration. Overlaps with Touchwork on feedback capture and AI analytics but operates at much larger enterprise scale and broader portfolio.

Direct peers

• Service Management Group (SMG): Customer experience management provider focused on restaurants, retail, healthcare, and other multi-location operators. Directly comparable to Touchwork in vertical mix (food service, healthcare) and feedback/audit/mystery-shopping workflows.
• BirdEye: Customer experience and reputation platform focused on multi-location businesses, providing surveys, listings, messaging, and AI insights. Comparable to Touchwork in mid-market CX feedback plus integrations scope.
• InMoment: Mid-market CX management platform combining multi-channel feedback, AI text analytics, and operational action workflows. Highly comparable to Touchwork given its vertical specialization and similar size/scale trajectory.
• Reputation.com: Reputation and CX platform serving multi-location enterprises with reviews, surveys, listings, and social listening. Closely comparable to Touchwork on multi-location feedback plus operational insights for healthcare, retail, and similar verticals.
• Press Ganey: Healthcare-focused patient experience and workforce analytics platform. Directly comparable to Touchwork on healthcare CX/HCAHPS use cases, with overlapping targets at hospitals like Centra, Mercy, Bayhealth, and Sinai.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/TouchworkUS
• LinkedInlinkedin.com/company/touchwork
• Instagraminstagram.com/touchwork_software
• Xx.com/touchwork

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

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

M&A

Investments

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

Frequently asked questions about Touchwork