Five Guys partners with Market Force for past decade for customer experience management

Customer experience initiatives evolved over the years as burger chain expanded domestically, internationally

LOUISVILLE, Colo., May 30, 2018 —Five Guys, a popular fast casual burger chain, and Market Force Information® (Market Force) a leader in customer experience management, are marking their 10-year partnership focused on creating an exceptional customer experience for every Five Guys customer on every visit.  

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.”

Five Guys takes advantage of a broad range of Market Force’s technology and services to manage its customers’ experiences, including mystery shopping, customer satisfaction surveys, contact center services and employee engagement surveys. The store performance data gleaned from these channels is integrated into Market Force’s KnowledgeForce® analytics platform to facilitate strategic decision-making at the individual restaurant level. In addition, Market Force conducts quarterly franchisee webinars to equip franchise operators with actionable insights from the program.

“Five Guys has been an ideal partner, and it has been incredibly fulfilling to work with the company on its industry-leading customer experience management program,” said Gail Funderburk, VP of Client Strategy for Market Force. “Five Guys understands the importance of delighting its customers and has seen first-hand how investing in these programs results in engaged employees, highly satisfied customers and improved financial performance. We look forward to another successful 10 years in partnership.”

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 at

Date: Wednesday, May 30, 2018

Schedule a Briefing

To discuss your needs for improving performance for your multi-location brand, give us a call. We’d be happy to discuss best practices for measuring the customer experience and compliance to brand standards, using analytics to understand what matters most and the ROI for change, and technology solutions that integrate large quantities of data on one single platform. We look forward to a great discussion!

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