We know what retailers need to win

ICC/Decision Services: A Cut Above


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The ICC Happiness Guarantee

If you’re a serious retailer, you know what it takes to run a successful chain: accurate customer experience data, expert analysis, and a plan of action to improve, evolve, and grow.

ICC/Decision Services is serious about transforming retail brands and changing their trajectories. From our New York City headquarters, our retail industry veterans, branding experts, and CX specialists design and execute customer experience management programs for some of the world’s leading retailers.

We’re not like other mystery shopping companies. We’ll help you chart a more profitable path.

Mystery shopping, customer satisfaction surveys, and customer intercepts are the tools we use. Unfortunately, in our industry, these tools aren’t always used with precision. When bad data lead to bad conclusions (as they always do), retailers see little return on their investment.

In our hands, these tools deliver tremendous value. Thanks to our industry-leading research,
analysis, and strategic planning capabilities, our record of results is both proven and unsurpassed. Starting on day one, we’ll use aggregated data and 24/7 custom reporting to help you:

  • Address the causes of stagnant or falling sales
  • Build stronger customer connections
  • Improve training and morale
  • Develop new sales and service initiatives
  • Achieve cost-saving (and customer-saving) operational efficiencies

Some of Our Happy Clients

Walking Company

The Walking Company

ICC/Decision Services are the leaders in their space. They’re professional, knowledgeable, adaptable, and great to work with. They provide the tools and the flexibility we need to achieve our goals. Most importantly, they deliver quality results. If you want outstanding service and support, a consistent in-store experience nationwide, and a strong ROI, ICC/Decision Services is a must hire for your organization.



We have been very satisfied with our relationship with ICC/Decision Services. On every occasion the execution has been thorough with excellent reports and follow-through. I have had the chance to work with several people at ICC/Decision Services and each person has brought valuable insights upon their own areas of expertise.

Five Below

Five Below

We have worked with ICC/Decision Services to help us measure, manage and improve our customer experience for the past several years. With their help we have witnessed customer satisfaction scores improve year after year and down to the individual store level. The team at ICC/Decision Services has been anything but a vendor; they are our partner, and their expertise, efficiency and flexibility have made working with them a pleasure.



ICC/Decision Services has provided us a lens into both the objective and subjective side of our customer experience. This has allowed us to focus on those elements of the experience that most impact customer satisfaction, and ultimately sales. As a result of our programs with ICC/Decision Services, Albertsons has realized an increase in customer satisfaction levels throughout the chain.

Eddie Bauer

Eddie Bauer

Over the years, ICC/Decision Services has continued to demonstrate additional value added by working closely with us to understand our business, challenge our thinking and bring new ideas on the table. The team has been very hands on and flexible in taking their standard service offering and customizing them to our business needs – from program design, to project management, to ongoing reporting and management. Their programs provide us with near “real time” information about the customer experience thus allowing us to react to customer specific AND global issues.



I can honestly recommend the use of ICC/Decision Services to any corporation for their secret shopper needs, regardless of the size of the company needing services. ICC/Decision Services has proven to us that they have the resources, professionalism, and technological experience to assist Walmart Stores, Inc., with its compliance efforts, and we are happy with our choice.


Rite Aid

ICC/Decision Services is more than another mystery shopping vendor… they are our partners in success. Their efforts have been crucial to the success of Rite Aid’s customer service initiatives. I have found them to be professional, experienced and honest. Their willingness to listen and “can-do” are hard to beat.

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