Client Case Studies

Don't Just Take Our Word For It...

 

We are proud to work with some of the World's most recognized brands, including retailers, restaurants, banks and petroleum/convenience companies.  

 

Click on the links below to hear what a few of them had to say about us...

Pizza Express: A Recipe for Success

Since the launch of the customer satisfaction survey, PizzaExpress has received an average of 9,000 responses per month and seen their Net Promoter Score (NPS), a guests’ likelihood to recommend PizzaExpress to friends and family, increase 26.5% over a four-year period.

The Crazy Chicken Consumers Love

The growth of El Pollo Loco is driven by its focus on the customer, with attention to detail placed on product innovation, updating and modernizing location designs, and a laser-like focus on maintaining excellence in restaurant operations. With the Market Force Customer Intelligence program, El Pollo Loco is able to ensure that any guest who has a concern, suggestion, or service problem can quickly report that concern and get it resolved. 

A Welcome Change in RevPAR

A major hotel chain had always been a strong believer in the importance of customer care, and collected customer feedback from multiple sources. The problem? All that data wasn’t helping the hotel chain drive up their revenue per available room (RevPAR). The management team knew that the data contained a wealth of insight into how each location could increase RevPAR, but weren’t sure how to get to those key insights. 

QSR Chain Opens the Window to $50 Million Breeze

A QSR chain wasn't sure they were getting their drive-thru operations right. What time was ideal? And once that was determined, how was the brand doing at getting guests through the drive-thru in all of their locations? They turned to Market Force to help. 

Major Gasoline Brand Drills for Insights with Market Force

An international petro-convenience company had been measuring the performance of its 8000+ stores with a mystery shopping program, but the scores weren’t really reflecting what was going on in each location. The retailer turned to Market Force to help them analyze the wealth of data they had been collecting, and make recommendations for how to improve their program.

Wingstop - The Flying Aces

Wingstop found that its customer experience measurement program was growing stale. The standards had become watered down and operators didn’t really have the data they needed to drive change.

Stitching Together Great Growth

When the Great Recession hit, this home furnishings retailer made it through by retrenching and focusing on customer service.

Home Improvement Retailer Puts its Customer Intelligence House in Order

This home improvement retailer focused on turning customers into advocates who would recommend the retailer to their family and friends. To accomplish this, the company needed more emphasis on service.

Taco John’s Serves Up Tasty Sales Increase

The question for Taco John’s, as for all restaurants, is how to ensure
that it is focusing on the right things—what matters to customers and
what will make sure they keep coming back and refer the restaurant to
their family and friends.

Teaming with JD Sports to Win Customers

UK retailer JD Sports is a 900+ location retailer of sports attire, with stores in the UK, Ireland, France and Spain. The chain knew that they were falling short on customer interaction, and management found that the sales associates did not have the confidence to approach customers. Lack of a satisfactory in-store customer experience resulted in a negative Net Promoter Score®.

A Pet Retailer Case Study - reducing satisfaction losses

How Market Force allowed one giant pet products retailer—a Fortune 500 company with more than 800 stores in the United States and Canada—to reduce significant financial and satisfaction losses due to out of stock products, enabling them to cut out-of-stock rates in half and boost in-stock rates for the top 150 items by 4% throughout the course of the program.

Delaware North Companies Case Study

How DNC, a foodservice and hospitality provider and one of the largest privately held companies in North America, relied on Market Force to gain critical insight into customer satisfaction and the engagement of over 40,000 employees. This insight, paired with advanced analytics, allowed them to evaluate capital expenditure projects, and pinpoint the exact conditions and behaviors that lead to greater guest spend and higher property sales.

TravelCenters of America Case Study

How Market Force enabled TravelCenters of America to react to urgent customer concerns, while proactively monitoring other customer satisfaction trends and needs from within its many interstate travel centers across 41 U.S. states and Canada.

A Large Petroleum and Convenience Company Case Study

How Market  Force helped one of the country’s largest petroleum companies drive change at the store-level across 7,000 stores and 2,700 employees based on predictive revenue impact models.

A Global Bank Case Study – weathering the recession

How Market Force helped a large global bank (brand name protected for discretionary purposes) with over 600 branches worldwide weather the recession by bolstering customer satisfaction and loyalty at branches throughout the United States and Canada.

Game Stop Case Study

How Market Force uncovered $21 million in potential revenue by focusing on a new customer segment and linking store performance to increased sales for GameStop.

Pilgrim's Case Study

How Market Force helped inform Pilgrim’s product and packaging development process with cost-effective market research, leading to a complete redesign of their line of frozen chicken products.

Five Guys Case Study

How Market Force helped Five Guys measure the things that matter most to their guests and pinpoint actions needed to boost financial metrics.

ALDI Case Study

How Market Force helped ALDI stay competitive in an overcrowded grocery market dominated by grocery giants based simply on delivering their brand promise.

El Pollo Loco Case Study

How El Pollo Loco utilized Market Force to drive customer satisfaction across a wide network of corporate and franchise locations by capturing and analyzing the voices of hundreds of thousands of customers.