Market Force Perspectives

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Indoor Malls: Still Relevant to Retailers

With retail sales shifting to online, the ever-growing market share of Amazon, and trends in downsizing retail footprints, are indoor shopping malls still relevant to consumers? In a March 2017 research study by Market Force Information®, we asked over 3500 consumers about their shopping preferences—and whether they still frequented malls.Consumers’ top three places to shop included online (48%), at discount retailers (53%) and at indoor shopping malls (52%)—and of those, one third said...

Insights Top the Data Value Chain

In a Forrester Research article authored by Jennifer Belissent, PhD, Forrester, the author defines insights services in this way:"Insights services combine internal and external data sourcing and advanced analytics to deliver actionable business insights that clients subscribe to and apply to specific functional or vertical business use cases."                  —Insights Services Disrupt The Data And Analytics Market, 8 February...

The Surprising Top 5 Reasons for Choosing Where We Buy Gas

In February of 2017, Market Force fielded research about consumer experiences at UK fuel and convenience stations. Over 3,000 respondents answered a variety of questions—including what determines where they choose to purchase fuel. The answers may surprise you:Price  Price/litre tends to be very competitive—within a few pence—so filling a tank will only save a small fraction of a pound. But it still matters, and petrol retailers will continue to pour money into real-time...

Eyes:On – Personal perception

Market Force continuously evolves its product set to meet the needs of our clients. One of those needs is providing an easy way for our clients’ internal teams to compile and report audits. We have just released our new Eyes:On™ audit app, a tool that saves auditors time and make data more tangible.I am privileged to work with a Market Force client in the retail industry with over 900 locations here in the UK. This client has implemented the Eyes:On app, going from an...

QSR and Fast Casual Restaurants: Your Guest Experience Feedback

In February 2017, Market Force conducted research with restaurant guests about their most recent dining experience at a QSR or fast casual restaurant. Over 3,300 UK guests responded to the research, providing information about their experiences dining at 20 brands in five different sectors. What did guests have to say?App adoption has increased markedly. In 2015, only 11% of guests placed an order using an app. In 2017, that increased only slights—to 13%. What was very...

Top Trends in QSR and Fast Casual

What can we expect from the QSR industry in 2017? A strong and improving economy over the past five years has restarted the restaurant industries’ growth engine. Money is flowing back into the space to fund expansion, growth, M&A, and revitalisation initiatives.We predict five major trends will help fuel the new growth in the QSR and Fast Casual: Culinary evolution. We are seeing the emergence of chef-driven fast casual concepts. These culinary pioneers are pushing...

Success Metrics for Your CX Strategy

2017 is in full flight. As business leaders, we’ve all committed to objectives and targets ranging from product introductions to revenue growth and cost management. We’ll have balanced scorecards, any number of reporting dashboards, and the ubiquitous spreadsheet telling us whether we’re on track to achieve our goals. But be careful. Many of those metrics are lagging indicators—a rearview mirror into what’s already happened. We need to have leading indicators that help us...

Want to convert more fashion shoppers? Empower your sales associates

Market Force just released the results of its 2017 Fashion Retail Customer Experience study. Consumers rated John Lewis as delivering the best results, followed by House of Fraser, Zara, Next, and Debenhams. Perhaps the most compelling finding in the research was whether consumers were assisted during their shopping. Why does that matter? Conversion rates.We asked consumers to tell us about their most recent experience shopping at their favourite fashion retailer. They rated...

Does your organization have an addiction to growth?

In the January-February 2017 issue of the Harvard Business Review, the article “Curing the Addiction to Growth” presents a provocative idea: companies in all industries eventually see their growth slow. The authors argue that too often, multi-location businesses focus on opening new stores to drive growth—even when doing so can destroy the profitability of their other businesses.Instead of focusing on sales growth, the authors suggest that multi-location businesses should...

Leading Global Research Firm Names Market Force “Breakout Vendor"

As you may have seen in the press, Forrester Research has named Market Force a breakout vendor in their January 2017 report titled “Breakout Vendors: Domain-Specific Insights Service Providers.” The article emphasises the importance of getting access to “data-derived insights” and then acting on them. Forrester calls out Market Force’s innovations in three specific areas: Current offering: Predictive models, data-rich visualisations, decision tools boost CX Scenarios: Location-specific...

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