Analytics & Insights

Find the shortest path to profit

Change today's possibilities into tomorrow's realities using predictive models. Focus on what matters most to customers and your bottom line. 

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Location-based data like customer experience surveys, mystery shopping and contact center give you visibility into current performance and customer perceptions. To change today’s possibilities into tomorrow’s realities, you will need to understand the highest impact actions that can be taken at every location. 

Some of those things cannot be changed or influenced by a store operator or franchisee. But every location will want to improve the things it does control. The Analytics and Insights team will help you identify how to maximize the revenue opportunities for every location and create a blueprint for success. 

Align vision to profits

To help you focus your precious resources, our Analytics and Insights team creates predictive models for both soft metrics (like overall satisfaction or Net Promoter Score) and hard financial KPI’s like same store comparable sales or revenue per available room. The team uses diverse data streams and statistical approaches to answer three questions:

  1. What matters most?

  2. Where are my opportunities for change?

  3. What ROI can I expect if I invest in making those changes? 

With this information, every location can be armed to address their unique challenges and opportunities. 

Insights from millions of comments

Customers and shoppers offer valuable insights about what they love—and what’s not so great—about your brand and your locations. How can you mine the millions of comments coming from social media, customer surveys, mystery shops, and contact center?

In two ways. Market Force offers native text analytics on its KnowledgeForce® platform. Powerful visualizations help you see trends and patterns in the data. In addition, the Analytics and Insights team uses text analytics to create structured (numeric) data with sentiment, categories, subcategories, and word patterns. That newly structured data can be used with any other variable or data set to create new insights, view trend lines and find emerging patterns. 

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Set goals, take action, see change

Of the five best practices identified by Market Force, being accountable for goals and driving change is by far the most difficult. Market Force has designed a Success Playbook that every location can use to take action on the things that matter most. The playbook includes gap to goal calculators, ROI analyses, tips and tools, and action planning tools that can be monitored by managers and stakeholders. This online blueprint sets the strategies and tactics leading to the highest ROI for every location. 
 

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CASE IN POINT

A wireless retailer challenged Market Force with finding how their retail stores could increase net acquisitions for mobile phone contracts. The Analytics and Insights team used sophisticated modeling techniques to determine how better execution on brand standards and sales associate skills impacted this critical KPI. The result? Identification of five critical drivers with a resulting opportunity lift of almost $1 billion in sales if each location optimized its opportunities.

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