CX ROI

CUSTOMER EXPERIENCE MANAGEMENT

Every day businesses are winning and losing simply on how well they execute on the brand promise. Top-performing organizations execute consistently at every location, delighting customers so that they return more frequently, and refer the business to friends and family. This type of brand advocacy is what drives financial results.

Protect your brand reputation. Delight customers. Make more money.

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

NEW eBOOK

Get Market Force's Casual Dining Survey

This new 42-page ebook compiles responses from over 6,700 consumers, revealing America’s favorite casual dining restaurants in seven categories. We looked at brand preference, visit frequency, brand engagement, customer experience, social media usage and technology adoption. Find out which restaurant chains maintained their ranking, which brands improved from last year, and which brands fell behind their competitors. The study examines the attributes that diners value and the restaurants that delivered.

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

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."

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