Media Coverage

  • How America's Favorite Retailer Is Crushing the Competition

    14 April 2015 —Fashion retail is a notoriously dynamic and aggressively competitive industry, so Nordstrom's ability to consistently outperform the competition in customer satisfaction speaks wonders about the company's competitive strengths and management quality. Nordstrom is clearly doing something right — actually it's several different things — to beat the competition.

  • Chipotle and Chick-fil-A Top Survey of America's Favorite Chain Restaurants

    4 March 2015 — According to a new survey, America's favorite chains are Papa Murphy's, Chipotle, Qdoba, Chick-fil-A, and Jason's Deli. Market Force Information — a customer intelligence solutions company — polled over 12,700 customers about their satisfaction with their "last experience at a given restaurant and their likelihood to recommend it." That data was then averaged to create a "Composite Loyalty Index." The results were then broken down by restaurant category and attributes like...

  • New Study Finds Most Popular Chains in Four Categories

    3 March 2015 — Market Force’s study shows the use of technology to place orders and pay for them at QSRs and fast-casual restaurants is taking off. In fact, approximately half of consumers said they had used some form of technology to place their food orders within the previous 90 days: 20 percent used a smartphone app; 16 percent used a tablet at the table; and 13 percent used a kiosk in the restaurant. What’s more, one in five (19 percent) diners noted that they had paid for their food using...

  • America's favorite fast food and fast casual restaurants

    27 February 2015 — The restaurant industry is known for being fiercely competitive. So which quick-service restaurants are winning at turning customers into loyal ones?

  • The “Killer KPIs” That Every Contact Center Executive Should Watch Closely

    23 December 2014 — Knowing what Key Performance Indicators (KPIs) to focus on can be tricky, although most contact center executives have an idea of the core ones to track. So what are the KPIs that every contact center exec should know and measure? Cheryl Flink, Chief Strategy Officer for Market Force Information, differentiated between types of KPIs. In terms of measures of customer experience, she looked at service level, first contact resolution rate, and average handle time as the KPIs to...

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