Location Level Insights and Action

Protect your brand's reputation.

Delight customers. Make more money.

Our Best Practices

Strategic relevance

Implementing any compliance or customer experience (CX) program requires significant investment. Market Force ensures that our programs align to your company’s strategy and addresses the needs of stakeholders ranging from the C suite to the individual operators and franchisees.

Multiple lenses

We recommend using multiple sources of data to assess customer experience and operational excellence for every location. Use mystery shopping to assess compliance with brand standards, customer experience surveys to assess loyalty, and contact center and social media to manage risk. All of these data streams provide important views into brand and location-level performance and are integrated in one place on our platform.

Control the future

Nothing is more frustrating than flatlined scores showing no change. To improve operational excellence and customer experience, you will need to know where to apply your precious resources and the expected ROI for that effort. Market Force creates predictive algorithms from your data that enables decision makers to focus on where their efforts will matter most and the ROI they can expect.

Single pane of glass

Decision-makers need simplicity. Market Force’s technology platform provides a single place to view structured and unstructured data, including mystery shopping, contact center, customer experience surveys, audits, and financials. Data visualizations enable executives and store managers to absorb information and quickly take action.

Business performance improvement

Every organization will have A, B, and C teams. Setting the right criteria for success—and then holding teams accountable for creating action plans and driving change—will be critical to the brand’s ability to protect its reputation and ensure consistent execution across all locations.

Featured News

America's 20 Favorite Grocery Stores Have Been Revealed

Trader Joe’s has been dethroned as America’s favorite grocery store. The 2016 favorite was knocked from the top spot by both Publix and Wegmans in a new study by consumer experience management company Market Force. Publix and Wegmans tied for first in the annual study, which looked at over 12,000 shoppers to determine which chain customers love the most. Both chains scored 77 percent on Market Force’s Customer Loyalty Index, narrowly beating out Trader Joe’s, which scored 76 percent.

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Announcing SocialForce Reviews

SocialForce Reviews™ consolidates all reviews and commentary from dozens of social media sources to give you a single view into comments, star ratings, scores, sentiment, and trends. You can understand what your customers are saying for both the brand as a whole and for any part within your location hierarchy—from regions and even to an individual location.  

The addition of SocialForce Reviews to the KnowledgeForce platform enhances a brand’s ability to measure the full customer experience—for the brand or at the location level—and complements existing data streams, including mystery shopping feedback, customer satisfaction surveys, employee engagement surveys, social media analyses and contact center interactions. 

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Market Force Named a Breakout Vendor by Forrester

Market Force is has been named a breakout vendor for its deep expertise in the customer experience (CX) domain, including helping corporate executives and local managers identify and improve upon the most important drivers of a positive customer experience. According to the Forrester report, “Market Force Information helps multi-location businesses improve financial performance through better CX.” 

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Show Me The Money: Tying CX to Financial Metrics

Forrester’s Vice President and Research Director, Harley Manning, discusses his recent research on how the customer experience drives financial results and how improving the customer experience can reduce costs. The research looks at the financial performance of direct competitors with significant differences in customer satisfaction. He also explores which industries reap the most benefit from customer loyalty. Dr. Cheryl Flink, Chief Strategy Officer at Market Force Information, then relates specific retail and restaurant examples of financial modeling work demonstrating how CX investments drive higher revenue.

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Featured Video

Phillips 66 Launches Retail Excellence Program

Phillips 66 found that locations that received monthly mystery shops, along with reports that pinpointed action plans for improvement, reported higher customer satisfaction. As a result, the company is rolling out its Retail Excellence Program to all 8000+ locations. Operations will be assessed with monthly mystery shops and consumer input captured in surveys. These results are coupled with financial data, and powerful, predictive analytics to pinpoint what matters most to consumers and what specific changes at each location will have the biggest impact on sales.

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