Service Intelligence.com

What Service Intelligence.com does

Service Intelligence.com, doing business as Intouch Insight, Inc., is a private customer-experience intelligence provider founded in 1992 and headquartered in Kanata, Ontario, Canada (with a Chicago, Illinois presence per firmographic records). The company serves multi-location enterprises — primarily quick-service and full-service restaurant chains, petro-convenience operators, grocers, retailers, and hospitality brands — by combining mystery shopping, operational and compliance audits, digital inspection/checklist software, and customer-survey tooling in a single platform.

The core technology is the IntouchCX™ Platform, a unified CX intelligence suite that integrates IntouchShop® (covert mystery shopping), IntouchAudit® (overt operational and compliance audits), IntouchCheck® (digital checklists and inspections), IntouchSurvey® (multi-channel customer surveys with AI-based sentiment analysis), and IntouchCapture® (event-data-capture hardware and dashboards). The platform offers CX analytics, predictive analytics, rule-based automations, case management, and action-campaign workflows over SOC 2 Type 1-compliant infrastructure. Adjacent Intellectual Property comprises six registered trademarks across the product family.

Revenue is generated through four streams: SaaS platform subscriptions for IntouchCX™/IntouchCheck®/IntouchSurvey® access on a recurring basis, mystery-shopping professional services, operational and compliance audit professional services, and IntouchCapture® hardware sales. The company goes to market via direct enterprise and account-based field sales, supported by content marketing around proprietary benchmark studies (Drive-thru Study, C-store Trends, Pizza DELCO, Third-Party Delivery, On-Premises QSR, Emerging Experiences), and reports a roster of 300+ enterprise customers that includes 4 of the top 10 and 19 of the top 50 QSR chains and 6 of the top 10 gas and convenience-store chains. Pricing is not publicly disclosed. The company has raised $6.25M in a single disclosed financing (Austin Ventures/Prism Capital, May 2000) and operates as a private entity with one founder of record, Patiwat Changprioa, and an explicit public-facing Investor Relations page signaling possible future capital-markets activity.

Name

Service Intelligence.com

Legal name

Intouch Insight, Inc.

Website

https://serviceintelligence.com

Company type

Private

Founded year

1992

Operating status

Operating

Headcount range

51–100 employees

Short description

Intouch Insight is a private customer-experience intelligence provider serving multi-location restaurant, petro-convenience, grocery, retail, and hospitality enterprises with unified mystery shopping, operational audits, digital inspections, and AI-enabled CX software.

Ownership category

akta.pro rank

Product category

Customer Experience Management Software

NAICS

Marketing Research and Public Opinion Polling (541910), Computer Systems Design and Related Services (54151)

SIC

Services-Prepackaged Software (7372), Services-Engineering, Accounting, Research, Management (8700)

akta.pro primary industry

Data Analytics & Business Intelligence Services (BPAHALAC)

Keywords

• Mystery shopping services
• Customer experience platform
• Operational audit software
• Digital inspection software
• Multi-location CX

Headquarters

HQ city

Fort Mill

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. SaaS Platform Subscriptions: Subscription-based access to the IntouchCX™ platform, IntouchCheck® inspection software, and IntouchSurvey® survey tool. Revenue is recurring from enterprise and multi-location business customers who pay for ongoing platform access.
2. Mystery Shopping Services: Covert evaluation services where trained shoppers assess customer experience from the customer's perspective. Delivered as professional services to enterprise clients.
3. Operational Audit Services: Overt audit services that assess SOPs, inventory, and safety compliance. Delivered as professional services to verify operational standards across locations.
4. Hardware & Event Data Capture: IntouchCapture® hardware and related equipment for capturing event data at physical locations.

Distribution channels2 records

Marketing channels7 records

Core offering

Service Intelligence.com (operated by Intouch Insight, Inc.) provides the IntouchCX™ unified customer experience intelligence platform for multi-location businesses, combining mystery shopping (IntouchShop®), operational audits (IntouchAudit®), mobile digital inspection software (IntouchCheck®), customer feedback surveys (IntouchSurvey®), and event data capture (IntouchCapture®) into a single consolidated view. The platform is SOC 2 Type 1 compliant and is used by 300+ customers, including 4 of the top 10 QSR chains and 6 of the top 10 gas/convenience chains.

Product overview

Intouch Insight offers a unified customer experience intelligence platform with proprietary tools. The core offering consists of IntouchShop® (mystery shopping) and IntouchAudit® (operational audits) for service and operational evaluation, complemented by the IntouchCX™ Platform as the central hub that unifies all CX data. Additional modules include IntouchCheck® (digital inspection/checklist software), IntouchSurvey® (customer feedback surveys), IntouchCapture® (event data capture), and specialized Compliance Audits. The platform-plus-modules architecture connects operations with customer experience programs, providing real-time visibility and automation capabilities across multiple channels and locations for multi-location businesses.

Differentiator

Problem solved

Functional benefit

Brands

• IntouchShop®: Mystery shopping service providing covert evaluations to reveal gaps in service performance from the customer's perspective.
• IntouchAudit®
• IntouchCheck®
• IntouchSurvey®
• IntouchCX™ Platform
• IntouchCapture®

Products and services

• IntouchCX™ Unified customer experience (CX) intelligence platform that consolidates mystery shopping, operational audits, digital inspections, surveys, and event data capture into a single view for multi-location enterprises.
• IntouchShop® Mystery shopping service that captures in-location customer experience data for multi-location brands.
• IntouchAudit® Operational audit service that evaluates compliance and operational standards across multiple business locations.
• IntouchCheck® Mobile digital inspection software that enables field teams to conduct standardized location inspections using mobile devices.
• IntouchSurvey® Customer feedback survey solution that collects and analyzes customer satisfaction data.
• IntouchCapture® Event data capture solution that collects real-time operational and experiential data from the field.

Quantifiable outcome

• 5-star guest experience achievement across stores (per Marco's Pizza franchise case)
• +1 more outcomes

Named customers8 records

Segments5 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability7 records

Feature11 records

Scale indicators3 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• MaritzCX: MaritzCX delivers customer experience research, mystery shopping, and survey programs to enterprise clients. Its service mix and enterprise go-to-market mirror Intouch Insight's professional services + platform approach.
• SMG (Service Management Group): SMG is one of the closest direct competitors to Intouch Insight, offering mystery shopping, operational audits, customer surveys, and location-level CX measurement for multi-location enterprises across restaurant, retail, and c-store verticals.
• Market Force: Market Force provides mystery shopping, customer experience measurement, and operational audits to multi-location retailers and restaurants, directly overlapping Intouch Insight's core service offerings.
• DecisionPoint: DecisionPoint (dba DecisionPoint Systems and related mystery shopping units) provides mystery shopping and CX measurement for retail and restaurant chains, with overlapping service lines to Intouch Insight.
• Ipsos (CX Practice): Ipsos operates a major customer experience research practice that conducts surveys, mystery shopping, and operational benchmarking for global multi-location brands, competing for the same enterprise CX measurement budgets.

Broad incumbents

• Qualtrics: Qualtrics is a broad enterprise experience management platform covering CX, EX, and product feedback. While it does not focus on mystery shopping, it competes for the same enterprise CX budget and increasingly overlaps with Intouch Insight's survey and analytics capabilities.
• Medallia: Medallia is an enterprise CX platform offering omnichannel feedback capture, text and speech analytics, and case management. It competes with the IntouchCX™ platform for enterprise CX analytics spend, especially among large multi-location brands.
• ServiceNow: ServiceNow's Customer Service Management and CSAT/NPS modules position it as a broad incumbent in enterprise CX workflow and case management, increasingly competing with the workflow and case management layers of Intouch Insight's platform.
• HubSpot Service Hub: HubSpot's Service Hub adds customer feedback surveys, NPS, and ticketing into a broader CRM platform, addressing mid-market buyers that Intouch Insight also targets with IntouchSurvey® and case management.

Others

• Reputation.com: Reputation.com focuses on online review management and brand reputation for multi-location businesses, an adjacent capability to Intouch Insight's CX measurement offerings that often appears in the same enterprise CX technology shortlists.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat5 records

Key risks4 records

Key highlights5 records

Customer concentration

• Xx.com/ServiceIntellig
• YouTubeyoutube.com/@intouchinsight
• Facebookfacebook.com/intouchinsight
• LinkedInlinkedin.com/company/29351

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds1 record

Investors2 records

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 Service Intelligence.com