ISC-CX
ISC-CX is a Switzerland-based customer experience measurement firm founded in 1996, providing mystery shopping, voice of customer surveys, audits, and AI-driven CX analytics to 300+ global enterprise brands across retail, automotive, hospitality, and other sectors via a 1.2 million-evaluator network spanning 140+ countries.
- Company typePrivate
- Founded1996
- HeadquartersKlein-basel, Switzerland
- Headcount—
- GTM typeB2B
- OfferingServices
What ISC-CX does
ISC-CX (legally Multisearch AG) is a Basel, Switzerland-headquartered customer experience measurement and mystery shopping firm founded in 1996 by Reinhold Auer, who continues to serve as Managing Director. The company operates a fully-managed service model combining in-person CX evaluations, voice of customer surveys, retail audits, crowdsourced data collection, and employee satisfaction programs, delivered through a proprietary network of 1.2 million+ trained evaluators across 140+ countries and 50+ languages without subcontracting. Its technology stack centers on the ISC-CX Liveboard analytics dashboards, the Fast Insight combined VoC/Mystery Shopping platform, and AI features including Textalytics (multilingual NLP sentiment and topic analysis) and Close the Loop (automated action-list generation from benchmarking data). The company holds MSPA, ESOMAR, and EcoVadis Silver memberships and is registered with trademarks across its core brands and AI products.
ISC-CX serves 300+ global enterprise brands across retail, fashion, luxury, automotive, dining and hospitality, financial services, travel and leisure, grocery, electronics, watches and jewelry, and healthcare, with named customers including Nespresso, Vodafone, McDonald's, Lindt, Shell, Five Guys, Avolta, Dyson, KFC, Eataly, Isabel Marant, Lavazza, Maison Margiela, Deichmann, Neinver, Damiani, and Ghirardelli. The go-to-market is direct enterprise field sales with dedicated account managers, beginning with a free CX consultation and progressing to custom program design; projects are typically annual subscription engagements, with audit and analytics services billed as professional services and crowdsourcing and field work offered on usage-based or white-label terms. Pricing is custom and not publicly disclosed. ISC-CX operates through wholly-owned subsidiaries in Germany (Munich) and Brazil (São Paulo), maintains mobile applications for evaluator onboarding (iOS and Android), and runs dedicated client reporting portals.
The company's commercial model blends recurring subscription revenue (Mystery Shopping programs, Voice of Customer surveys) with project-based professional services (Audits, Analytics and Consulting) and white-label Field Work Services sold to other research firms. Recent strategic activity in 2026 has concentrated on expanding the Italian enterprise base (Clayton menswear, Pinalli beauty retail), building out the automotive-specific Future Mobility vertical, and productizing AI capabilities, alongside the company's 30th operating anniversary. Ownership remains founder-controlled with no disclosed institutional investors, venture funding, or M&A events.
ISC-CX firmographics
Firmographics- Name
- ISC-CX
- Legal name
- Multisearch AG
- Website
- https://isc-cx.com
- Company type
- Private
- Founded year
- 1996
- Operating status
- Operating
- Short description
- ISC-CX is a Switzerland-based customer experience measurement firm founded in 1996, providing mystery shopping, voice of customer surveys, audits, and AI-driven CX analytics to 300+ global enterprise brands across retail, automotive, hospitality, and other sectors via a 1.2 million-evaluator network spanning 140+ countries.
- Ownership category
- akta.pro rank
ISC-CX industry classification
Industry- Product category
- Customer Experience Measurement & Analytics
- NAICS
- Computer Systems Design Services (541512), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)
- SIC
- Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)
- akta.pro secondary industries
- Customer Experience (CX) & Voice of Customer (NPS/CSAT, Journey Research) (MPAAALAH), Customer Experience (CX) & Digital Experience (BPAHAEAC)
Keywords
Where ISC-CX is headquartered
LocationHeadquarters
- HQ city
- Klein-basel
- HQ country
- Switzerland
- HQ region
- Europe
Offices3 records
Markets served
ISC-CX business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- Mystery Shopping Programs: Annual or ongoing mystery shopping programs where ISC-CX conducts in-person CX evaluations across client store networks, providing detailed operational insights and benchmarking reports
- Voice of Customer Surveys: Custom-designed surveys that capture customer expectations and satisfaction, often combined with mystery shopping for holistic CX insights
- Audits: Custom-designed audits of people, locations, and managers to ensure brand standards are consistently upheld across retail networks
- Analytics & Consulting: Detailed reports, analysis, and field-tested best practices based on CX data, providing actionable recommendations for improvement
- Crowdsourcing Services: Scalable data collection services providing real-time, ground-level answers about global locations through a network of evaluators
- Field Work Services: White-label services for research and consulting companies looking for end-to-end partners for large-scale fieldwork
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Enterprise CX programs with full-service delivery including dedicated account manager |
Go-to-market motion1 record
Distribution channels3 records
Marketing channels7 records
ISC-CX product offering
Product offeringCore offering
ISC-CX provides end-to-end customer experience measurement through in-person mystery shopping programs, voice of customer surveys, brand standard audits, and crowdsourced data collection, supported by AI-driven analytics (Close the Loop, Textalytics) and delivered via the Liveboard real-time dashboard. Services are executed by a global network of 1.2 million+ trained evaluators across 140+ countries, serving enterprise brands in retail, automotive, hospitality, financial services, and other sectors.
Product overview
ISC-CX is a global provider of customer experience measurement and mystery shopping solutions. The offering is a platform-plus-modules architecture built around a core analytics platform combined with multiple service modules. The core offerings include Mystery Shopping (in-person CX evaluations), Voice of Customer (survey-based feedback), and Audits (brand standards evaluation). These are supported by AI-powered Close the Loop for automated action lists, Crowdsourcing for real-time data collection, Employee Satisfaction surveys, Field Work Services for white-label research, and Analytics & Consulting for reporting. ISC-CX Liveboard and Liveboard-VoC serve as the primary dashboards for data visualization. Fast Insight combines Mystery Shopping with Voice of Customer for integrated 360-degree insights. Textalytics provides AI-driven text analysis capabilities. The company operates globally across 140+ countries in 50+ languages through a network of 1.2+ million evaluators, serving 300+ global brands across retail, automotive, hospitality, financial services, and other sectors.
Differentiator
Problem solved
Functional benefit
Brands
- ISC-CX Future Mobility: A dedicated program specifically initiated for automotive sector clients to gain accurate insights into end-customer expectations and experiences, focusing on future trends such as electric mobility and autonomous driving.
- Fast Insight
- ISC-CX Textalytics
Products and services
- Mystery Shopping In-person customer experience evaluations where trained mystery shoppers experience the brand from the customer's perspective, providing actionable insights into customer interactions across touchpoints.
- Voice of Customer
Quantifiable outcome
- 300,000+ inspections conducted annually across multiple industries
- +2 more outcomes
Companies that use ISC-CX
Customer profileNamed customers21 records
Segments10 records
Ideal customer profiles3 records
ISC-CX technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability4 records
Feature4 records
ISC-CX partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered core.
- ClaytoncoreISC-CX has partnered with Clayton, an Italian menswear fashion brand, to implement a nationwide mystery shopping and customer experience evaluation program across more than 100 Clayton stores throughout Italy. The annual program measures quality, consistency, and effectiveness of in-store customer experience through consultation and purchase scenarios, evaluating the full retail journey from first customer interaction through product consultation to purchasing.
- PinallicoreISC-CX has partnered with Pinalli, one of Italy's leading beauty retailers, to deploy a national mystery shopping program across Pinalli's store network in Italy. The program provides actionable insights and continuous improvement in customer experience and service quality, supporting Pinalli's customer-focused positioning in the beauty retail sector.
Scale indicators6 records
Recent moves6 records
Expansion highlights5 records
ISC-CX competitors and assessment
Company assessmentBroad incumbents
- Qualtrics: Qualtrics is a broad enterprise CX platform offering surveys, VoC, and experience management software. Larger and broader scope than ISC-CX, with digital-first approach that overlaps with ISC-CX's VoC and analytics offerings but lacks mystery shopping depth.
- Medallia: Medallia is a large enterprise experience management platform covering customer, employee, and brand experience. Broader portfolio than ISC-CX but overlapping in digital CX measurement and analytics; represents a category competitor for digital feedback budgets.
- Ipsos: Ipsos is a global market research and consumer insights leader operating across CX, mystery shopping, and brand measurement. Comparable to ISC-CX in research methodology and global reach but much larger and broader in scope.
- Kantar: Kantar is one of the world's largest market research and consumer insight firms with CX measurement practices. Comparable to ISC-CX in serving global enterprise brands for CX insights, but at materially larger scale and broader portfolio.
Direct peers
- Market Force Information: Market Force Information provides customer experience measurement, mystery shopping, and VoC solutions for multi-location enterprises. Direct peer in mystery shopping and CX measurement with similar enterprise customer focus.
- MaritzCX: MaritzCX provides customer experience measurement, mystery shopping, and VoC programs to enterprise brands globally. Directly comparable to ISC-CX in service mix (mystery shopping + VoC), enterprise customer profile, and CX analytics focus.
- Intouch International: Intouch International provides mystery shopping and CX measurement services primarily to retail and hospitality clients. Direct peer in mystery shopping category with comparable customer base in multi-location retail environments.
- CFI Group: CFI Group is a global mystery shopping and customer experience measurement firm serving enterprise clients across multiple industries. Direct competitor to ISC-CX in mystery shopping methodology and enterprise CX measurement services.
- Service Management Group (SMG): SMG is a US-based global CX measurement and mystery shopping company serving multi-location enterprise brands. Directly comparable to ISC-CX in core service offering, target customer (multi-location retailers and restaurants), and analytics platform approach.
Emerging players
- Insight Strategic Concepts: Smaller mystery shopping and CX measurement firm with focus on retail and hospitality verticals. Comparable to ISC-CX in service offering but smaller scale and geographic reach.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks7 records
Key highlights7 records
Customer concentration
ISC-CX social profiles
Digital presenceISC-CX compliance and trust
Trust signalCompliance3 records
ISC-CX financial estimates
Financial estimateRevenue estimate
Valuation estimate
ISC-CX leadership team
Management profileNumber of profiles
Profiles2 records
ISC-CX subsidiaries and ownership
Company hierarchySubsidiaries2 records
ISC-CX funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
ISC-CX M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about ISC-CX
What does ISC-CX do?
ISC-CX provides end-to-end customer experience measurement through in-person mystery shopping programs, voice of customer surveys, brand standard audits, and crowdsourced data collection, supported by AI-driven analytics (Close the Loop, Textalytics) and delivered via the Liveboard real-time dashboard. Services are executed by a global network of 1.2 million+ trained evaluators across 140+ countries, serving enterprise brands in retail, automotive, hospitality, financial services, and other sectors.
Is ISC-CX a public or private company?
ISC-CX is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was ISC-CX founded?
ISC-CX was founded in 1996.
Where is ISC-CX based?
ISC-CX is headquartered in Klein-basel, Switzerland, in the Europe region.
How does ISC-CX make money?
Six revenue lines are on record. Mystery Shopping Programs are the primary driver. The others are voice of Customer Surveys, audits, analytics & Consulting, crowdsourcing Services and field Work Services.
Who are ISC-CX's main competitors?
Broad incumbents on record are Qualtrics, Medallia, Ipsos and Kantar. Direct peers are Market Force Information, MaritzCX, Intouch International, CFI Group and Service Management Group (SMG). Insight Strategic Concepts is listed as an emerging player.
Does ISC-CX have an API?
No public API is recorded for ISC-CX.
What industry is ISC-CX in?
ISC-CX's product category is Customer Experience Measurement & Analytics. Its primary akta.pro industry code is BPAHALAK, Customer Experience (CX) & Voice-of-Customer Analytics, with a secondary code of MPAAALAH, Customer Experience (CX) & Voice of Customer (NPS/CSAT, Journey Research). Its NAICS code is 541512 and its SIC code is 7370.