Resources Library

Banking: Maintaining high levels of service - Over the last six years, one of the world's largest banks has worked with Market Force to gain a comprehensive, unbiased view into its operations with quarterly mystery shops at branches throughout the United States and Canada. The ongoing insight at both the branch and executive level combined with action-oriented sales training has resulted in consistently high-ranking scores and increasing financial returns.

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Banking: Investing in Experience - At a time when the financial sector has come under great scrutiny and pressure to deliver more to their customers, KentReliance, part of the One Savings Bank Group, wanted a way to measure the service levels across all channels—branch, telephone, online and mail—to understand how customers feel the bank measures up against well-known competition.

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Banking: Focusing on customer service is money in the bank - When banks focus on their customers’ experiences with a keen eye toward serving their specific financial needs, loyalty increases dramatically and customers are more apt to sign up for additional products. A North American bank asked Market Force Information® to help them ascertain what specific actions it could take to increase both loyalty and adoption of new programs and services. Learn more.

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Five Guys: Serving up success - Learn how Five Guys was able to rapidly expand while staying true to the brand promise. "Market Force’s analysis is allowing us to dial in on tangible actions that we can take to maintain and improve our guest experience." Sam Chamberlain, Chief Operating Officer, Five Guys

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Frankie & Benny's: Market Force Delivers ‘5 Star Service’ For Frankie & Benny’s - Market Force Information® had been running a combined programme for The Restaurant Group (Owners of Frankie & Benny’s, Chiquito and Garfunkels) since 2008 using monthly customer experience visits utilising Market Force’s database of over 400,000 genuine consumers and an on-going customer satisfaction survey.

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Grocery Chain: What a Difference a Smile Makes! - As competition heated up for this grocery chain, it was clear that improving the customer experience was important, and the grocer partnered with Market Force to launch a mystery shopping programme. Market Force analysed results for the chain, and a few important areas the grocer needed to concentrate on jumped out. The most important of these was staff interaction. Find out what happened when staff interaction improved.

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Home Improvement: Retailer retools mystery shopping program to nail CX - With the rampant increase in showrooming—the practice of researching products in a store on a smartphone and then buying them online at a lower price—the retailer realised that price was no longer a feasible differentiator. Learn how Market Force helped revive their mystery shopping program and connected data streams, to give greater emphasis on service and impress its current customers enough to drive referrals.

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Home Furnishings Retailer: Stitching together great growth - A home furnishings retailer began by offering a broad selection of bedding, window coverings, bath accessories and other home décor items. They had two important questions, and turned to Market Force Information® to help answer them: Who are our customers—really? What matters most to them?

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Homewares: The Impact of Employee Engagement on Customer Satisfaction - Just how important are engaged employees to satisfied customers? A leading retailer of homewares in the United Kingdom, turned to Market Force Information® to answer that question. Market Force has conducted an annual employee engagement survey since 2012 for this retailer, using the Engagement Net Promoter Score® (NPS) as the key metric to understand what makes their employees happy and loyal.

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Hospitality: Drowning in data, lacking in insights - A major hotel chain had done a great job of collecting customer satisfaction surveys, internal audit data, loyalty information and contact center input, as well as data about each property’s unique characteristics, financial data, industry benchmark data. The problem? All that data wasn’t helping the hotel chain drive up their revenue per available room. The chain turned to Market Force for help.

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JD Sports: 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®.

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Jeweller: Striving for sparkling performance - Jewellers are some of the most customer-centric retailers in the business. Customers need service that is both knowledgeable and sensitive—they’re buying something very personal. But few feel completely at ease when facing the myriad choices and costs.

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Mimi's Cafe: Menus Matter - When Mimi's Cafe changed its menu to get back to its French-themed roots, the lukewarm response to the new menu was disappointing. Fortunately, management had the foresight to partner with Market Force to track satisfaction pre-menu change as well as post. As a result, the Mimi’s team was able to drill down into exactly which menu items and categories weren’t working, and further provide insights and data regarding the specific issues with each item so that they could course correct. Find out what happened.

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Petro-Convenience: Fueling change, major gas retailer drills for insights - A gas retailer with 8000+ locations had been measuring the performance of its convenience stores with a mystery shopping programme. They had lots of data, but no insights. The company tapped the Market Force Analytics team who discovered a 58% variance in sales between the top and bottom quartiles. The next step was to find which specific questions predicted the variance in fuel sales growth. In other words, what matters most to consumers and their behaviours?

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Petroleum: Major petrol-convenience brand moves into the fast lane - The franchise model for petrol-convenience brands requires distributed training and brand compliance evaluation across thousands of petrol station/c-store sites with different owners. Increasing sales requires that every branded location—no matter where it is located and who owns it—must take the steps to keep customers coming back. Learn how one brand with 7000+ locations rises to meet the challenge.

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Pharmacy: Prescription for excellence in customer service - Consumers have always valued their local pharmacies for advice and healthcare products. With the increasing cost of healthcare, their roles in their communities are as important as ever. This leading network of independent pharmacists helps improve the quality of health in communities by helping independent pharmacists exceed the healthcare expectations of their most demanding patients and consumers. But with independence comes complexity, and uneven performance. The executives knew they needed a way to measure how the pharmacies in their network were performing so they could help lower-performing locations improve. They turned to Market Force Information® to help.

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Pizza Restaurant: A recipe for success - What makes an experience truly unique and special? One of the UK’s most popular restaurants believes it to be; the place,the people, some secret recipe but especially the people. Part of providing an unforgettable experience is ensuring there is consistency across the brand and that each and every restaurant is living and breathing what makes this restaurant truly unique.

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QSR Restaurant: Chain opens window of opportunity to a $50 million breeze - A major QSR asked Market Force to delve into their drive-thru service. Market Force found that less than half of locations were meeting the drive-thru threshold for speed of service, and if just the slowest bottom 10% of stores could act like the faster stores, it meant a potential $54 million in sales.

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Telecom: Criticality Index Gives a Clear Signal - If a telecom company could train staff so that they were executing on 5 best practice behaviors, Market Force analysis showed that the company would gain almost 1.5 million additional activations per year across their 1,300 locations—a goal that translated into hundreds of millions of pounds of new revenue, and net new customers in their market share battle.

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Travelodge: The Key to Unlocking RevPAR - What makes for the perfect hotel stay? And how do the individual factors of the guest experience impact revenue? The UK’s largest independent hotel brand, with more than 37,000 guest bedrooms, Travelodge, wanted to find out. With more than 570,000 guest satisfaction surveys collected at 520+ locations in the UK, Spain and Ireland over the course of a year, Travelodge had a treasure trove of data to figure out how to improve the customer experience–and their bottom line.

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Better Together: Integrating direct customer feedback and mystery shopping data - Mystery shopping and direct customer experience data are most effective when integrated into one model— the first giving shape to the second. The two must be combined to get the most value from each, driving visible improvement where it matters to your customers on-site and where it matters to you — your financial metrics.

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A Boon, Not a Cost: Leveraging Your Contact Centre Information -Insights collected from contact management platforms enable an organisation to pinpoint problematic locations, create customer brand advocates, and prevent risk. How can your brand benefit from your contact centre operations? This white paper explores two critical components: 1. How to leverage your contact centre data, and 2. Best practices for managing your contact centre.

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Measuring Metrics: Contact Centre KPIs for CX - Which measurements you use to assess contact centre operations and effectiveness depend on your goals. If the goal of your contact centre is to deliver excellence in the customer experience, here are KPIs you should consider.

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Money in Your Pocket: Five Tips for Franchisees - Rob Crews gives five tips for franchisees, including the best way to increase profitability in a mature market and how to avoid falling into an activity trap. Find out Rob’s #1 piece of advice for franchisees! Rob Crews has been a CMO for a number of chains including LongHorn Steakhouse and Church’s Chicken; Rob also ran international marketing for Wendy’s. Rob began his career as a marketing manager at Applebee's and worked in finance at Arby's.

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Sea of Sameness: Integrating restaurant measures for differentiation and growth - Many restaurant organisations have begun realising that how you serve your guest is now equally important as what you serve your guests. According to Gartner®, 89% of companies surveyed plan to compete primarily on the basis of customer experience by 2016. So, the question becomes not whether you will compete on customer experience, but how?

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Suggestive Sell in Retail - Learn how companies can improve their "suggestive sell," garnering millions in lost revenue through measuring specific behaviours and training. Market Force clients improved suggestive selling by 10% for a compelling ROI. Icing on the cake? One surprising outcome from our data is that contrary to what many assume, the more that perform suggestive selling, the more satisfied and loyal customers become.

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Customer Experience Measurement: Best practices for multi-location businesses - This eBook explores methodologies and approaches for measuring customer experience in multi-location businesses. We look at pros and cons based on our experience with hundreds of client programmes that address the needs of large and complex Fortune 10 brands with thousands of locations, to emerging brands with 100 or fewer locations.

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Mystery Shopping: The Eyes and Ears of Multi-Location Businesses - Whether you’re a newcomer considering your first mystery shopping programme or have an existing programme that you’d like to elevate, this ebook is a must read. Learn the best practices for mystery shopping drawn from Market Force Information’s 40 years of experience executing over 100,000 monthly assignments for clients all over the world. Having witnessed every possible mystery shopping scenario, the authors share advice for instituting effective processes and avoiding common pitfalls.

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Analytics & Insights - Find what matters most—and what you can expect for making changes.

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Audits - Even the most brilliant campaigns, or carefully calibrated price promotions, can fail without on-the ground insight from your stores.

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Case Management - Customers will typically tell 8 to 10 people about their negative experience with your company, and as many as one in five will tell 20 people.

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Contact Centre - An effective Call Centre isn’t just a “nice-to-have” anymore. Consider: A five percent improvement in retention rates can raise profits from 15 percent to 50 percent.

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Customer Intercepts - Do you wish you could talk to customers who left without making a purchase? Now you can.

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Customer Journey Mapping - By understanding the opportunities and frustrations at every customer touchpoint, you can align your teams to creating a seamless experience that drives loyalty and life time value.

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Customer Surveys - Brands that implement a comprehensive customer feedback programme see an average of 3 - 5% lift in samestore sales.

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Employee Engagement Surveys - Employee engagement creates loyal customers. And a 5% improvement in customer loyalty results in a 25-85% improvement in profits.

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Eyes:OnTM - Mobile data collection for customers, mystery shoppers, and internal employees.

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KnowledgeForce® - A powerful platform for collecting, integrating and visualising data.

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Market Research Services - B2B organisations spend about 1% of revenues on market research. Every penny needs to count.

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Menu Satisfaction Survey - Your menu has the power to change the performance of your business.

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Mystery Shopping - Measure how every location delivers on your brand promise.

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Sales Effectiveness Audits - Insight into the critical “moment of truth”. You build a sophisticated product. But you don’t control the consumer experience. Your retailers do.

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SocialForce Reviews™ - With reviews and comments scattered across dozens of social media sites, how can you protect your brand?

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Success PlaybookTM - How can each location optimise performance and maximise its opportunities to increase loyalty and financial performance?

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Text Analytics - Turn openended text responses into insight you can act on.

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SocialForce Reviews

Find out about SocialForce Reviews™, Market Force's addition to its suite of customer experience management solutions. SocialForce Reviews consolidates all reviews and commentary from dozens of social media sources to give you a single view into comments, star ratings, scores, sentiment, and trends. You can understand what your customers are saying for both your brand as a whole and for any part within your location hierarchy—from regions to even an individual location.

Telegraph Interview with Dr. Cheryl Flink: 

Multi-location businesses such as restaurants, retail stores and banks are challenged with delivering on their brand promise across hundreds or even thousands of locations.

The ultimate goal for the brand, as well as every location, is to delight customers so consumers return and refer, and the business grows revenue and profits.

In this interview with Dr. Cheryl Flink, find out the three components needed to give multi-location businesses the highest ROI on investments in the customer experience.

Phillips 66 Focuses on the Customer Experience:

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, consumer input captured in surveys, and the results coupled with powerful, predictive analytics to pinpoint what matters most to consumers and what specific changes at each location will have the biggest impact on sales.

Show Me The Money: Tying CX to Financial ROI - Featuring Forrester:

Catch up on our webinar featuring Forrester’s Vice President and Research Director, Harley Manning. We discuss his recent research on how the customer experience drives financial results and how improving the customer experience can reduce costs. As well as, share specific retail and restaurant examples of financial modeling work, demonstrating how CX investments drive higher revenue.

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Home Improvement Retailer Research

Infographic: 2017 Home Improvement Retailers Research In May 2017 we surveyed more than 2,500 UK consumers, asking them about home improvement projects, product purchases, retailer preferences, and customer experience. Download the below to find out some of the highlights in the home improvement survey.

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Infographic: 2017 Home Furnishings Retailer Research In May 2017 we surveyed more than 2,500 UK consumers, asking them about home improvement projects, product purchases, retailer preferences, and customer experience. Find out some of the highlights in the home furnishings survey.

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Wireless Research

Infographic: 2017 Wireless Benchmark Study  In May 2017 we surveyed more than 3000 UK consumers and asked them about their wireless usage including current carrier, plans and contracts, in-store customer experience, and likelihood to switch carrier.

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Grocery Chain Research

Infographic: 2017 Grocery Chain Benchmark Study  In March 2017, we surveyed 4,336 UK consumers and asked them about their grocery shopping habits including brand preference, customer experience, brand engagement, and brand awareness. Find out which brands ranked the highest.

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Convenience Stores & Petrol Stations

Infographic: 2017 Convenience Stores & Petrol Stations Benchmark Study  In February 2017 we surveyed more than 3000 UK consumers and asked them about their fuel and convenience store purchasing habits including brand preference, customer experience, brand engagement, and brand awareness.  Find out which brands ranked the highest.

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2017 Apparel Retailers Benchmark Study

Infographic: 2017 Apparel Retailers Benchmark Study  In December 2016, we surveyed more than 4000 UK consumers and asked them about their fashion shopping habits including brand preference, brand engagement, problem experience and social media usage. Find out which brands ranked the highest.

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Infographic: 2017 Shoe Retailers Benchmark Study  In December 2016, we surveyed more than 4000 UK consumers and asked them about their fashion shopping habits including brand preference, brand engagement, problem experience and social media usage. Find out which brands ranked the highest.

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