Analytics
What matters most to customers?
Where are the gaps in execution?
Customer Experience Management
What is the ROI for targeted improvements?
Insights Through
Protect your brand's reputation.
Delight customers. Make more money.
Customer Experience Management
KF-Devices-Mockup-4.0.png
Insights and
Location Level
Action
Practices
Strategy, multiple lenses,
predictive analytics, technology,
Customer Experience Management
action & accountability.
Best
Improvement
Action planning frameworks
Customer Experience Management
that drive results.
Business
Performance

About Market Force Information

In 2005, three entrepreneurs met at a Boulder, Colorado coffee shop. They asked each other, “what if?” What if they could consolidate the fragmented customer experience measurement industry? What kinds of synergies might there be if you combined different measurements? What if you tied measurements to financial KPIs?

From that original vision, Market Force Information was launched. Now more than a decade later, we have deployed CX management services and solutions to multi-location businesses around the world.

Every month, we collect, process and analyze millions of customer satisfaction and employee engagement surveys; conduct in excess of 100,000 mystery shops and audits; manage over 150,000 inbound contacts to our contact centers; and engage thousands of consumers in social media for customer recovery.

Our goal is to move the needle, not just collect data. To do this, we deploy sophisticated modeling practices by a team of PhD statisticians and data scientists to link measurements to financial KPIs and extract strategic value from the results. 

And the synergies the founders wondered about? We now leverage multiple data sources, apply predictive analytics with KPIs, and provide clients with insights that tell them exactly what actions to take to protect their brand’s reputation, delight their customers, and make more money. At each and every location.

Featured News

Phillips 66 renews partnership with Market Force to fuel an exceptional customer experience

Market Force and Phillips 66 have renewed their partnership to fuel exceptional customer experience across more than 7500 locations. To help sites meet brand standards, Phillips 66 employs multiple measurement tools from Market Force, including consumer satisfaction surveys, monthly mystery shopping and semi-annual brand compliance audits for all its sites. Additionally, Phillips 66 uses Market Force’s KnowledgeForce® platform, which funnels data streams from all measurement tools – including call center data – into a comprehensive view of how their locations are performing. KnowledgeForce analytics provide insights into loyalty and financial modeling, empowering Phillips 66 to measure the variables that affect satisfaction and determine where improvements are needed to drive fuel sales.

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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.

Featured News

More Customers Consider Switching: New Banking Study

A new nationwide study by Market Force found that over one-fifth of banking customers are not satisfied with their current bank, and more are considering switching bank brands, compared to a year ago. Satisfaction levels have dropped considerably this year – 23% report being dissatisfied with their current bank relationship, compared to just 15% in 2016. Fourteen percent of all banking customers are considering switching banks in the next six months (a 2% increase).

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Featured News

Cicis Selects Market Force Information to Deliver Industry-leading Customer Experience

Market Force has been tapped by leading pizza buffet chain Cicis to ensure an exceptional customer experience for each guest, every day, at all its restaurants across the country. Cicis will leverage Market Force’s suite of customer experience solutions, including customer satisfaction surveys, contact center services, store evaluation reporting technology and social media monitoring capabilities, to gather customer feedback and measure execution on brand standards. Cicis will have a centralized, comprehensive view of this data allowing it to ensure each store is meeting guest expectations.

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Featured News

CoreLife Eatery selects Market Force to improve the customer experience

CoreLife Eatery will glean insights into how each location is performing against important satisfaction drivers such as food quality, service, cleanliness and other standards that protect the brand's reputation. CoreLife will use data from mystery shopping and SocialForce Reviews, which will be ported into Market Force’s technology platform, KnowledgeForce, to provide CoreLife Eatery a comprehensive view of how each location is performing, and where changes should be made to increase satisfaction and drive sales. 

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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

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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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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