Ipsos Acquires MaritzCX Virtual Customer Business Unit

The largest mystery shopping agency in the world, Ipsos has acquired MaritzCX’s Mystery Shopping Business. This is a positive opportunity for our successful mystery shopping practice and teams to move forward as part of this respected global leader in the industry.

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Ipsos acquires Maritz’s Mystery Shopping business.

Paris, 03 February 2020 – Ipsos is pleased to announce the acquisition of the Mystery Shopping business of the Maritz group, one of the largest mystery shopping service providers in North America.

The operation follows Ipsos’ relentless focus on answering its clients’ core business questions and the ambition to lead the way in providing Mystery Shopping services globally.

Staffed by over 150 employees, Maritz’s Mystery Shopping business has been operating for over 35 years, mostly in North America. The company has a substantial portfolio of blue-chip retail clients in Oil and Gas, Automotive, and Banking, complementary to Ipsos’ client base.
2019 revenues of this division were slightly above 15 million usd.

By way of this transaction, the employees, shopper panels, and client contracts of the Maritz’s Mystery Shopping business will be transferred to Ipsos, effective 31 January 2020.

Nick Mercurio, Ipsos’ leader in the USA for the Channel Performance Service Line will head the expanded North America mystery shopping activities, under the leadership of Craig Bradley, Ipsos Global Channel Performance Service Line Leader.

Didier Truchot, Ipsos Chairman & CEO, said: “This acquisition will significantly expand Ipsos’ Mystery Shopping offer, improving our operational capabilities and consolidating our North American and global clients. It is a proof of our commitment to meet the needs of our clients who seek better customer service performance across all retail channels. We welcome the experienced researchers, new client relationships, and new capabilities”.

Mike Sinoway, MaritzCX CEO, commented: “We are very excited about this opportunity for our mystery shoppers, employees, and customers to move forward as part of Ipsos. The opportunity to collect meaningful service improvement insights are higher than ever with mystery shopping, and the future looks bright as our network, technology, and employees join a market leader that is investing significantly in this area.”

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