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.

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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

Success Playbook

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.

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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.

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Featured News

19,000 mystery shops and counting

The Coffee Bean & Tea Leaf, which operates more than 200 self-owned and franchised locations nationwide, enlisted Market Force in 2008 to deploy a widespread mystery shopping program aimed at driving excellence in four key areas: customer service, operating procedures, appearance and product quality.

To date, Market Force has performed more than 19,000 mystery shops for The Coffee Bean & Tea Leaf, providing the customer experience insights needed to meet product quality standards. The Coffee Bean & Tea Leaf has performed consistently well in these assessments, earning an average mystery shopping score of 91 percent. Additionally, Market Force provides The Coffee Bean & Tea Leaf with critical insights into to-go orders to confirm they fulfill California sales tax regulations.

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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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