Analytics
What matters most to customers?
Where are the gaps in execution?
Customer Experience Management
What is the ROI for targeted improvements?
Insights Through
Collecting, integrating &
Technology
KnowledgeForce
Platform
visualizing CX data
Protect your brand's reputation.
Delight customers. Make more money.
Customer Experience Management
Insights and
Location Level
Action
Practices
Strategy, multiple lenses,
predictive analytics, technology,
Customer Experience Management
action & accountability.
Best
Improvement
Action planning frameworks
Customer Experience Management
that drive results.
Business
Performance

About Market Force Information

In 2005, three entrepreneurs met at a Boulder, Colorado coffee shop. They asked each other, “what if?” What if they could consolidate the fragmented customer experience measurement industry? What kinds of synergies might there be if you combined different measurements? What if you tied measurements to financial KPIs?

From that original vision, Market Force Information was launched. Now more than a decade later, we have deployed CX management services and solutions to multi-location businesses around the world.

Every month, we collect, process and analyze millions of customer satisfaction and employee engagement surveys; conduct in excess of 100,000 mystery shops and audits; manage over 150,000 inbound contacts to our contact centers; and engage thousands of consumers in social media for customer recovery.

Our goal is to move the needle, not just collect data. To do this, we deploy sophisticated modeling practices by a team of PhD statisticians and data scientists to link measurements to financial KPIs and extract strategic value from the results. 

And the synergies the founders wondered about? We now leverage multiple data sources, apply predictive analytics with KPIs, and provide clients with insights that tell them exactly what actions to take to protect their brand’s reputation, delight their customers, and make more money. At each and every location.

Featured News

Phillips 66 Launches Market Force's Fuel Forecast Indicator

Market Force and Phillips 66  have developed and deployed a new reporting tool that allows marketers and operators of the Phillips 66 brands to predict how improvements in consumer experience can grow fuel volume sales. The Key Driver Fuel Forecast Indicator leverages insights gathered from Phillips 66’s mystery shopping and audit programs to formulate predictions that can drive change and improvements in terms of gallons sold.

Using the power of sophisticated financial modeling, the Market Force Analytics & Insights team identified the key operational metrics that drive fuel volume performance. Working with Market Force’s technology team, these insights were incorporated into a web-based performance calculator that shows operators how improvements on specific metrics can increase fuel volume at the site level. Now, an operator can understand the potential ROI for enhancements, enabling them to make more informed decisions about the management of each site in the system.

 

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Featured News

Tortilla Launches Customer Experience Program

Tortilla, the UK’s largest Mexican burrito restaurant chain, is partnering with Market Force to listen to the voice of its customers and measure execution on brand standards and customer expectations through a mystery diner programme. Programme results will feed into Market Force’s proprietary reporting platform, KnowledgeForce®, which will provide each location manager with a Success Playbook.

Success Playbook™ enables every location to set goals to achieve operational excellence and deliver a great customer experience. For Tortilla, data gathered through a customer satisfaction survey and the mystery diner programme provides each location with details of areas where they can improve. Using Tortilla’s e-learning and training content, teams create action plans that help them bridge the gap between customers’ expectation and current execution. The Success Playbook includes gap-to-goal calculators, ROI analyses and tips and tools. All action plans can be monitored by teams, managers and senior stakeholders via the online reporting platform.

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Featured News

Customer experience initiatives evolved over the past decade

Five Guys began working with Market Force in December 2007, when Five Guys had less than 400 locations in North America. Since then, Five Guys has grown to more than 1,300 locations in North America and expanded internationally in the UK, Europe and the Middle East.  

“We focus on building organic word of mouth marketing,” said Molly Catalano, VP of Marketing and Communications for Five Guys. “We want our customers to have an incredible experience every time and tell their friends, family members and colleagues. Market Force has been instrumental in guiding our work in this area, and ensuring that we are not only capturing and analyzing critical data to find gaps in execution, but also showing us how targeted improvements can create raving fans for our business and help our stores drive bottom line results.”

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Featured News

Cumberland Farms Overtakes QuikTrip as Favorite Convenience Store

Cumberland Farms and Costco are Americans’ favorite fueling stations, according to a new study by Market Force. More than 11,500 consumers participated in the annual study, which ranks gas stations in two categories – traditional gas stations and convenience stores, grocery stores and big-box retailers with fuel pumps. The study also reveals trends in food purchases, customer loyalty and technology.

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Featured News

Study: America Picks its Favorite Quick-Service Chains

Find out some surprises in this year's Market Force annual consumer study of America’s favorite quick-service restaurants, as featured in QSR Magazine. The data, gleaned from nearly 11,500 consumers, ranked the top burger, sandwich, Mexican, pizza, and chicken brands. It also revealed consumer’s quick-service dining habits, brand preferences, and in-technology use.

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New eBook

eBook: Guest Recovery & Contact Center Services

In a recent competitive benchmark study by Market Force on consumer preferences in the restaurant industry, we found that 21% of consumers who had a bad experience actively complained through a guest experience survey, social media post or a call to the contact center. The key consideration for restaurant organizations is how effectively they recover that 21% and the revenues they represent. Considering that a 5% improvement in retention rates can raise profits from 15% to 50%, an effective contact center isn’t just a “nice-to-have” anymore – it’s a necessity.

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