Customer Experience (CX) Management

Market Force Information® provides location-level customer experience management solutions to protect your brand's reputation, delight customers, and make more money.

Featured News

Consumer Cellular beats out Big Four as consumers’ favorite wireless carrier

Non-contract wireless carriers are continuing to foster high levels of satisfaction and loyalty among consumers, much more so than their Big Four counterparts, according to a new large-scale consumer study by Market Force. The study found that Consumer Cellular ranks as America’s favorite carrier overall, and many other non-contract wireless providers also outperformed the major full-service carriers.

The study of more than 8,800 consumers also reveals what sets the leading carriers apart, as well as trends in wireless usage, plans and contacts, in-store experiences and customer satisfaction.

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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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