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
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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 could there be in combining the disparate measurement programs that existed in the industry and somehow link them to financial KPIs for better predictive value? 

From that original vision, Market Force Information was launched. Now more than a decade later, Market Force has deployed CX management services and solutions to multi-location businesses around the world.  We are listed on the AMA Gold Report and were recently noted as a Break Out Vendor by Forrester.

Every month, Market Force collects, processes and analyzes millions of customer satisfaction and employee engagement surveys; conducts in excess of 100,000 mystery shops and audits; manages over 150,000 inbound contacts to its contact center service; and engages thousands of consumers online in social media to conduct customer recovery services.

Market Force’s goal is to move the needle, not just collect data. To do this, Market Force deploys sophisticated modeling practices by a team of PhD statisticians and data scientists to link those measures to financial KPIs and extract strategic value from the results.  All performance measures and execution on those attributes are reported on an integrated technology platform called KnowledgeForce. Market Force hosts over one million user logins to its reporting platform and Eyes:On mobile data collection app every month.

And the synergies the founders wondered about? We now regularly demonstrate that insight to clients by leveraging multiple data sources, applying predictive analytics resulting in linkage between customer experience and financial metrics, and providing clients with insights that tell them exactly what actions to take to delight their customers, protect their brand’s reputation, and make more money. At each and every location.

Featured News

Market Force Completes Management Buyout

Market Force announced completion of a management-led buyout with Main Street Capital. This investment will help Market Force expand its suite of customer experience management solutions and accelerate the development and enhancement of technology solutions.

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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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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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