Resources Library

ALDI US: Food for thought - Learn how ALDI was able to enter the crowded US grocery market and not just survive, but thrive, rapidly expanding and taking the lead in customer satisfaction. "The monthly insights and intelligence provided by Market Force are vital to our business and key to our continued growth.” Laura Bauer, Divisional Vice President, ALDI

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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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Crew Incentive: Selling drinks drives dollars - In many quick serve and fast casual restaurants, the majority of the meal profitability is from the beverage. And beverage incidence,which is the number of meal purchases made that include a drink, in many restaurant organizations is on the decline. So the simple task of asking customers if they would like a beverage to accompany their meal is key to total restaurant sales revenue and profitability.

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El Pollo Loco: The 'crazy chicken' doesn't looks so crazy now! - El Pollo Loco has received 14 business and media awards for its efficiency, success and franchise management. The company’s performance was instrumental in launching a successful IPO in 2014 that raised $100 million. Learn how Market Force has partnered with El Pollo Loco over the past decade to achieve success.

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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 program for The Restaurant Group (Owners of Frankie & Benny’s, Chiquito and Garfunkels) since 2008 using monthly customer experience visits utilizing Market Force’s database of over 400,000 genuine consumers and an on-going customer satisfaction survey.

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GameStop: Game plan for success - A focus on delivering an exceptional customer experience has fueled GameStop's growth. "The Market Force solution enables us to make better decisions quickly to serve our customers. The program shifted our training priorities as well as how we could better serve specific customer segments." Jason Cochrane, GameStop

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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 program. Market Force analyzed 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 program. 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 behaviors?

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Petroleum: Major petro-convenience brand moves into the fast lane - The franchise model for petro-convenience brands requires distributed training and brand compliance evaluation across thousands of gas 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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Pilgrim's: Partnering with Market Force for product development insights - When consumers walk a grocery retailer's aisles, they are confronted with a myriad of choices. Hundreds of thousands of products compete for a piece of the consumer’s shopping budget. What captures their attention at the point of sale? What labels do they look for—and do they understand the definitions and terms?

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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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Wingstop: Flying high and poised to fly higher - In 2015 Wingstop reported 11 consecutive years of same-store sales growth, with a 36 percent increase in same-store sales in the last three years. All of this led to a successful IPO in 2015. Learn how Wingstop achieved this enviable record by focusing on the customer experience.

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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 Center Information - Insights collected from contact management platforms enable an organization to pinpoint problematic locations, create customer brand advocates, and prevent risk. How can your brand benefit from your contact center operations? This white paper explores two critical components: 1. How to leverage your contact center data, and 2. Best practices for managing your contact center.

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Measuring Metrics: Contact Center KPIs for CX - Which measurements you use to assess contact center operations and effectiveness depend on your goals. If the goal of your contact center 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 organizations have begun realizing 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 behaviors 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 programs 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 program or have an existing program 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 Center - An effective Call Center 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 program 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 visualizing data.

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Market Research Services - B2B organizations spend about 1% of revenues on market research. Every dollar 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 optimize performance and maximize 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 the brand as a whole and for any part within your location hierarchy—from regions and you can even drill down to 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 Program 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.

Carrier News - RCR Wireless News ft. Market Force Information:

Chief Strategy Officer, Cheryl Flink, joins Dan Meyer, Editor-in-Chief at RCR Wireless News, to discuss Market Force's 2016 wireless carrier research. 

Market Force surveyed more than 8,600 consumers in May 2016 – with women making up 73% of those surveyed–and they were asked to rate “their satisfaction with their primary wireless carrier and its services, as well as their likelihood to refer that brand to others.” Results were posted in the form of a score on Market Force’s Composite Loyalty Index. Cheryl also highlights additional key findings and why T Mobile and Consumer Cellular are market favorites. 

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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