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
KF-Devices-Mockup-4.0.png
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

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.

Market Force Announces 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.

Learn More

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.

Download Report

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 centre, and social media.

Learn More

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.

We've noticed you might not be visiting the appropriate version of our site. Would you like to: