Market Force Perspectives

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A Common Mistake—Focusing on the Wrong TargetWhen I was a franchise operator, the franchisor was excited about creating a successful new CX survey programme. After using the system for a few months, the executives reviewed their progress and identified five key drivers of satisfaction. They believed that if all of their locations would focus on the five drivers, CX scores and revenues would naturally increase. They were so confident this would happen that they decided to...
Does your organisation execute customer service in a flawless, exceptional manner?  It’s unlikely you’ve said yes – if you have, congratulations! It’s more likely that you’ve recognised opportunities within your organisation to improve upon the customer experience. What Disappointed Customers NeedCustomers who choose to contact you about a negative experience have three core needs. They want to: Be heard Be respected See prompt action to resolve their problemA...
Market Force Information recently fielded its annual customer experience (CX) benchmark study for quick serve and fast casual restaurants. Over 3,000 UK restaurant guests responded, providing input about their overall satisfaction with their dining experience and insight into what drove those ratings. Five categories were rated, including: Burger/steak/chicken grill Coffee/café/snack Pizza Pub/bar SandwichWithin each category, we competitively benchmarked performance for top...
In February, Forrester Research released its report titled “The Forrester Wave™: Insights Service Providers, Q1 2017 | Leaders Emerge in a Nascent Insights Services Market” written by Jennifer Belissent, PhD and Elizabeth Cullen. Forrester included Market Force Information® as a domain-specific insights provider in their consolidated vendor landscape. A graphic from this report recognises Market Force in an ecosystem of industry-specific, domain-specific,...
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...
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...
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...
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...
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...
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...

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