StellaService Acquires ICC/Decision Services. Creating A New Force in Omnichannel Measurement and Optimization.

We are excited to announce the acquisition of ICC/Decision Services. The acquisition enables clients to collect and activate objective in-store performance data.


About ICC/Decision Services

ICC/Decision Services offers in-store Mystery Shopping, Customer Intercepts and Customer Satisfaction Surveys to clients including Walmart, Eddie Bauer and Albertsons. ICC has built its reputation on the quality of its data and its close working relationships with clients; values we live by at StellaService. Learn more about our new in-store capabilities following the acquisition.

Why the acquisition makes sense

Today’s consumers don’t think in silos and nor should any company that is passionate about great service. We know that many of you are already executing omnichannel strategies, and we want to provide data and insights to help ensure their success. The ICC acquisition means that in addition to Stella Connect, you can now also work with StellaService to collect objective service and operational performance data across contact centers, fulfillment operations and in-store environments.


ICC: Your Questions Answered

We know that expanding into omnichannel measurement and optimization is vital as we continue to maximize the value we deliver to our clients. ICC is a very logical fit as the company shares our passion for quality and our commitment to working with clients to deliver insights and not just data. ICC’s CEO, David Rich, was an early investor in StellaService and we have collaborated with the company on multiple studies in the past.
That depends on you! ICC’s solutions will be rolled into our Stella Metrics product and will be branded Stella Metrics In-Store. This complements our existing Stella Metrics Contact Center and Stella Metrics Fulfillment products. Stella Metrics clients leverage a network of more than 100,000 shopping analysts to mystery shop stores, contact centers and ecommerce fulfillment. The objective data collected through Stella Metrics is used to drive performance improvements, team training and can be used to underpin service-driven marketing programs.
No, not at all. We’d love the opportunity to talk to you about Stella Metrics and how the objective data we collect can complement and enhance the customer-driven feedback collected through Stella Connect.
There’s no rate card for Stella Metrics In-Store - each in-store engagement is customized to a client’s individual business objectives. The flexibility of the solution means that the product can be scaled to meet your budget.
As always, your Account Manager is on hand to help, or you can get in touch with Melissa MacAlister by phone (646.218.9647) or email (

We’d love to share more about our new in-store solutions and how they can benefit your business. Request a demo today: