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

Market Force Ranks in 2017 AMA Gold Report

Market Force was named in the 2017 American Marketing Association's Gold Report of top 50 market research firms. Market Force specializes in providing location-level customer experience management services, includingcustomer satisfaction surveys, employee engagement surveys, mystery shopping, on-site audits, contact center services and social media review scores that are all provided on an integrated reporting and analytics technology platform called KnowledgeForce.

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Featured News

Market Force ranks in 2017 Global Top 50 Research Organizations

Market Force ranked in the Global Top 50 ResearchOrganizations, or GT50, report, a unique look at the 50 largest businesses in the global research industry. 

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Featured News

These Are America's Favorite Wireless Carriers

America's fastest-growing wireless carrier remains its most popular one—at least when it comes to full-service brands—for the second year running. In addition, the No. 1 player in the space was the only one of the four major carriers that saw its customer satisfaction score improve year over year. Market Force surveyed more than 8,200 US consumers, asking respondents to rate their satisfaction with their wireless carrier, along with their likelihood of recommending the brand to others.

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Announcing Eyes:On for Auditors

The Eyes:On™ mobile app allows your auditors to complete questionnaires with their Android and iOS smart phones and tablets. Geo-location and geo-fencing technologies help auditors easily link to the sites they are evaluating, and auditors can complete their work offline even if connectivity drops. Need photos? Users can attach photographs to questionnaires from their smart phones. 

Eyes:On eliminates the need for paper, and gives your audit team a friendly, easy-to-use tool through which to complete essential audits. With just a few clicks, your staff can complete bespoke questionnaires and audits at your locations and upload directly to the KnowledgeForce® reporting platform. Audits become an additional datastream sitting alongside other brand and location level data like mystery shops, customer surveys, contact center, and social media.

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Market Force Named a Breakout Vendor by Forrester

Market Force 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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Improving the customer experience: Lessons from companies that did just that

Forrester Vice President Harley Manning will discuss his recent research on what actions brands took to improve their scores on the Forrester CX index. In his presentation he discusses a strategic framework for improving CX and illustrates with case studies.

Cheryl Flink, Chief Strategy Officer at Market Force, will focus on three areas for driving change, discuss tactical implementations of measurement and insights programs, and highlight the financial impact of improving CX.

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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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