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...
For one North American bank, Market Force identified seven main factors of a customer’s likelihood to recommend. When the branches delivered on all seven factors, the number of customers highly likely to recommend the bank increased from 50% to 90%. These seven factors also proved important to predicting product adoption.
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 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.
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.
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 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.
When the Great Recession hit, this home furnishings retailer made it through by retrenching and focusing on customer service.
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.
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.
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®.
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.
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.
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.
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.