Coffee Bean & Tea Leaf Celebrate 10 years of customer experience management with Market Force

Comprehensive mystery shopping program helps coffee chain drive operational excellence

PEACHTREE CORNERS, Ga., July 18, 2018 —The Coffee Bean & Tea Leaf® brand, one of the world’s leading roaster and retailers of specialty coffee and tea, and Market Force Information® (Market Force), a leader in customer experience management, are commemorating 10 years in working together this year. Market Force has been instrumental in helping The Coffee Bean & Tea Leaf ensure it’s executing against its brand standards at each location through an ongoing mystery shopping program.

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.

“Market Force has been a tremendous collaborator for us, serving as our eyes and ears inside our locations to ensure we’re delivering the service, atmosphere and product quality that our customers expect – and doing so consistently in every store,” said Ivy Gamboa-Griggs, Director, Operational Excellence with The Coffee Bean & Tea Leaf. “We value the work we do together and hope to extend it into other areas, such as engaging Market Force in the field to deliver webinars and other services.”

“Longevity is a measure of success, and we count ourselves lucky to have such a long-standing relationship with The Coffee Bean & Tea Leaf, a brand that is committed to measuring its performance against company standards, customer satisfaction measures and customer expectations,” said Gail Funderburk, vice president of customer strategy for Market Force. “We look forward to growing this relationship for many years to come.”

About Market Force Information
Market Force Information® is a customer experience (CX) management company that provides location-level measurement solutions that help businesses protect their brand reputation, delight customers and make more money. Solutions include customer experience surveys, employee engagement surveys, mystery shopping, contact center services and social media review tracking, which are integrated into one technology and analytics platform, KnowledgeForce®. Founded in 2005, Market Force has a growing global presence, with offices in the United States, Canada, United Kingdom, France and Spain. It serves more than 200 clients that operate multi-location businesses, including restaurants, major retailers, grocery and drug stores, petro/convenience stores, banking & financial institutions and entertainment brands. The company has been recognized as one of the top 50 market research organizations in the AMA Gold Report. For more information about Market Force, please visit us online www.marketforce.com.

Date: Tuesday, July 17, 2018

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