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 brings together two leaders in objective data collection and creates an omnichannel product suite that spans stores, contact centers and ecommerce fulfillment.


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 we can now measure and optimize service and operational performance across not just contact centers and fulfillment operations, but stores as well.


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! We will continue to offer our products independently or as bundled solutions. Clients will now be able to buy Stella Metrics In-Store, Stella Metrics Contact Center, Stella Metrics Fulfillment, or a combination of the three. As the world becomes increasingly channel agnostic, we believe that having an effective omnichannel strategy is more important than ever and that means measuring performance and activating insights across channels. We want to ensure we are ready to support and add value to all of your omnichannel initiatives.
No, not at all. Your existing Stella Metrics Contact Center and/or Fulfillment product(s) will remain unchanged, aside from our continued focus on introducing new features and functionality. Adding in-store measurement would be an addition to our existing partnership.
Not initially. ICC’s data collection is almost exclusively custom in nature, which means there is not an existing syndicated Index. Offering in-store syndicated benchmarking is certainly an option we may consider in the future.
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.
No, your contacts at Stella remain unchanged, however you’ll now also have the ability to tap a broader network of in-store thought leaders. We’d love to make introductions and spend time brainstorming your omnichannel strategy with you.
As always, your Client Services 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: