Analytics
What matters most to customers?
Where are the gaps in execution?
Customer Experience Management
What is the ROI for targeted improvements?
Insights Through
Collecting, integrating &
Technology
KnowledgeForce
Platform
visualizing CX data
Protect your brand's reputation.
Delight customers. Make more money.
Customer Experience Management
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

Market Force to manage Church's Chicken contact center

Church’s Chicken has selected Market Force to manage its contact center services for 1,040 restaurants across 29 states. Contact center data will be available to restaurant operators via KnowledgeForce, Market Force's centralized reporting platform, along with other brand-critical performance metrics to give a full picture of the customer experience.

“Linking guest experience measures with other internal performance metrics such as speed of service, operational audits, same-store sales and customer counts will undoubtedly power strong, strategic growth," said Brendan Berg, senior vice president of Global Operations Services for Church’s Chicken. 

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Featured News

Market Force achieves client growth, milestones for its CX solutions

Market Force closed a successful 2017 with new client wins, client expansions and major company milestones. Through its host of customer experience (CX) solutions – ranging from customer surveys and mystery shopping programs to contact center services and social media monitoring – Market Force is empowering new and existing clients to protect their brands, delight customers and increase revenues.

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Featured News

Rent-A-Center Taps Market Force for Customer Experience Management

Rent-A-Center, a rent-to-own industry leader, has selected Market Force to provide mystery shopping services for the chain’s 2,400 locations nationwide. Rent-A-Center will also leverage Market Force’s KnowledgeForce platform to compile and analyze mystery shopping data, and to make location-level improvements that increase customer satisfaction. 

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New eBook

eBook: Guest Recovery & Contact Center Services

In a recent competitive benchmark study by Market Force on consumer preferences in the restaurant industry, we found that 21% of consumers who had a bad experience actively complained through a guest experience survey, social media post or a call to the contact center. The key consideration for restaurant organizations is how effectively they recover that 21% and the revenues they represent. Considering that a 5% improvement in retention rates can raise profits from 15% to 50%, an effective contact center isn’t just a “nice-to-have” anymore – it’s a necessity.

Get the eBook

Featured News

El Pollo Loco Awards Market Force for Improving Customer Experience Through Technology

El Pollo Loco, the nation’s leading fire-grilled chicken chain, recently named Market Force as the 2017 winner of the Company’s Award of Excellence in the category of Services and Technology. The partnership between El Pollo Loco and Market Force began in 2005 as a simple customer service program. Over the years, it evolved into a multifaceted program that includes El Pollo Loco’s use of Market Force’s measurement and management solutions, including mystery shopping, operational audits, customer satisfaction surveys, contact center services and loyalty analytics.

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