Location Level Insights and Action

Protect your brand's reputation.

Delight customers. Make more money.

Our Best Practices

Strategic relevance

Implementing any compliance or customer experience (CX) programme requires significant investment. Market Force ensures that our programmes align to your company’s strategy and addresses the needs of stakeholders ranging from the C-suite to the individual operators and franchisees.

Multiple lenses

We recommended using multiple sources of data to assess customer experience and operational excellence for every location. Use mystery shopping to assess compliance with brand standards, customer experience surveys to assess loyalty, and contact centre and social media to manage risk. All of these data streams provide important views into brand and location-level performance and are integrated in one place on our platform.

Control the future

Nothing is more frustrating than flatlined scores showing no change. To improve operational excellence and customer experience, you will need to know where to apply your precious resources and the expected ROI for that effort. Market Force creates predictive algorithms from your data that enables decision makers to focus on where their efforts will matter most and the ROI they can expect.

Single pane of glass

Decision-makers need simplicity. Market Force’s technology platform provides a single place to view structured and unstructured data, including mystery shopping, contact centre, customer experience surveys, audits, and financials. Data visualisations enable executives and store managers to absorb information and quickly take action.

Business performance improvement

Every organisation will have A, B, and C teams. Setting the right criteria for success—and then holding teams accountable for creating action plans and driving change—will be critical to the brand’s ability to protect its reputation and ensure consistent execution across all locations.

Featured Video

Phillips 66 Launches Retail Excellence Programme in the US

In the US, 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 Programme 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.

UK Petrol Convenience Store Consumer Preference Study

Asda beat Sainsbury’s into second place by a whisker, with Morrisons third-favourite and Tesco a more distant fourth – but with the highest customer loyalty nonetheless. Research by Market Force Information questioned 3,900 UK drivers on their experiences at petrol station forecourts and averaged the data to rate each brand on a relative scale.

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