Market Force Perspectives

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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 11,000 US restaurant guests responded to the research, providing information about their experiences dining at 70 brands in seven 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 to 30%. While younger...

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 revitalization initiatives, with Restaurant Brand International’s purchase of Popeyes as the most recent example.We predict five major trends will help fuel the new growth in the QSR and Fast Casual: Culinary evolution. We are seeing the...

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 its 2017 Fashion Retail Customer Experience study. For the fifth straight year, Nordstrom received the best ratings, and given the recent publicity about this brand dropping Ivanka Trump, the press has had a field day with the research (see Women's Wear Daily). Once again, Nordstrom’s emphasis on service gets the highest ratings of any brand in our research. Why does that matter? Conversion rates. We asked consumers to tell us about...

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 emphasizes 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 visualizations, decision tools boost CX Scenarios: Location-specific...

How Fit Is Your Customer Experience Program?

41% of Americans of Americans make New Year’s resolutions—and 21% of those resolve to lose weight. The annual cycle of shedding unwanted pounds and getting more fit drives consumers to evaluate health clubs and gyms.1 In fact, the fitness industry is expected to have a compound annual growth rate of 2.4% from 2016 to 2021.2What fitness clubs will benefit most from that growth? Our prediction is Planet Fitness. In our December 2016 panel research with over 4100 consumers,...

Slow service and rude staff ‘deterring shoppers from high street’

In a recent study conducted in the UK, Market Force found that bad customer service could be stalling a high street revival, with seven in 10 shoppers vowing never to return to a particular store because of a bad experience. (Read more about the study here.)We found that slow service, rude staff and unavailable items are deterring shoppers from the high street amid Brexit-related price hikes and another disappointing Black Friday. In our survey of 3,000 UK adults, seven in...

4 Tips for Leveraging Your Audit Data

Almost all multi-location businesses use some form of audit to measure execution against brand standards. Some companies outsource these audits, others use internal staff. Regardless of who collects the data, this rich source of information and its business impact can be overlooked. The impact of a slip in brand standards can have a dramatic impact on your company’s sales and reputation, potentially causing irreversible damage to your brand. Here are four tips for ensuring that you...

On Metrics: Brand Recommendation or Satisfaction with the Experience?

I was recently in a new client’s office discussing the merits of using Net Promoter Score (NPS) or Top Box Overall Satisfaction (OSAT) as the key customer experience metric. That lively discussion highlighted the differences in the two metrics. At Market Force, we think about and use them in very different ways—and it has to do with the exact question being asked.NPS asks “How likely are you to recommend [brand name] to a friend or colleague?” The question focuses on...

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