Customer Experience.
Our Passion.

We are proud to partner with multi-location businesses, providing a wide array of customer experience management solutions, analytics and reporting technology. Our solutions help our clients protect their brand reputation, delight customers and make more money.

Learn more

Solutions & Products

Mystery Shopping

Customer Surveys

Employee Surveys

Contact Center

In-Store Audits

Eyes:On Mobile App

KnowledgeForce Platform

Predictive Analytics

Social Media Ratings & Reviews

Social Media Monitoring

Market Research Services

Strategic Advisory Services

Focus Groups

Success Playbook

In the news

Market Force releases results of Casual Dining survey

The casual dining sector appears to be rebounding, with higher customer satisfaction levels in nearly every category, and innovative chains putting serious heat on larger brands, according to a new restaurant industry study by Market Force. The annual study of more than 6,700 consumers also reveals America’s favorite casual dining restaurants in seven categories, including general menu, pizza, breakfast, steakhouse, Italian and seafood. Find out which chains were consumer favorites.

New Solution

Market Force expands suite of solutions with focus groups

Market Force is extending its suite of customer experience management offerings with the addition of both in-person and online focus groups. These services will enable Market Force’s clients to obtain qualitative insights about their customers and prospects, such as their attitudes, what motivates them, what they value most and what they expect from a brand. Market Force’s clients will benefit from the ability to uncover the emotional elements of the customer experience, and to marry those insights with Market Force’s quantitative customer data.

New Industry Research

2018 Banking Research

Navy Federal and USAA tied for the No. 1 spot as consumers’ favorites among the banking institutions studied. They each earned an 81% score on Market Force’s Composite Loyalty Index, which represents an average of how satisfied consumers were with their last banking experience and how likely they are to recommend the bank to others. Regions Bank climbed 14 percentage points from last year to land in a distant second place with 61%, while Chase edged out Capital One – last year’s highest ranked large traditional retail bank – for the third spot. Wells Fargo landed at the bottom of the rankings for the second straight year with 39%. 

New eBook

2018 QSR/Fast Casual Research

Market Force's 2018 research is compiled in a single document, and includes observations about trends in QSR and Fast Casual restaurants, as well as a delving into the survey results into seven categories, including Burger, Chicken, Mexican, Pizza, Frozen Desserts, Sandwiches and Coffee/Bakery.

In the survey we evaluated each brand against six specific attributes, including dining habits, delivery services, visit frequency, brand engagement, customer experience, and problem experience.

Featured News

Market Force Information adds Buffalo Wild Wings to client base

17 October 2018 — Market Force announces a new partnership with Buffalo Wild Wings, a casual dining restaurant and sports bar franchise that is part of the Inspire Brands portfolio. Market Force will provide 24/7 guest recovery support for the brand’s more than 1,250 locations across the country, ensuring a guest's issue is resolved promptly.

Feedback data collected from the contact center and social media interactions will be made available through the KnowledgeForce platform, providing Buffalo Wild Wings’ stakeholders with the insights they need to identify customer service gaps down to the location level and to better retain customers.

Featured News

America's movie-theater chains, ranked from best to worst by audiences

Business Insider, 21 September 2018

"A new survey from customer experience management company Market Force Information found which North American movie-theater chains were audiences' favorites. Nearly 13,000 people participated in the survey, which asked participants to rank each brand based on a Composite Loyalty Index, which factored in convenience of location, seating, show time selection, available movies, types and price of concessions, box-office service, and more."

Featured News

Back Yard Burgers and Market Force Mark Five Years in Partnership

30 August 2018 — In 2013, Back Yard Burgers enlisted Market Force to improve the overall guest experience, delight guests and increase same-store sales. For five years, Market Force has been conducting guest experience surveys for the fast-casual brand’s 51 locations in 11 states. The data collected from the surveys is made available in Market Force’s KnowledgeForce® analytics platform, empowering the Back Yard Burgers leadership team and franchise partners to better understand what actions need to be taken to attract and retain customers. The insights gleaned from KnowledgeForce have enabled Back Yard Burgers to target improvements at the location level and raise its overall satisfaction (OSAT) scores nearly 20 percent in five years.

Read More

Featured News

IKEA and Ace rank as top home retailers in new benchmark study

IKEA is consumers’ favorite home furnishings retailer and Ace Hardware is their favorite home improvement chain, according to a new nationwide study. Market Force polled more than 1,800 consumers for the home furnishings portion of the study and more than 4,000 for the home improvement portion. In addition to ranking the home retailers, Market Force also looked at the attributes that set the industry leaders apart from the pack, including merchandise variety, store layout, value and customer service.

Read more
We've noticed you might not be visiting the appropriate version of our site. Would you like to: