Marco's Pizza selects Market Force for Customer Experience Management

Data and analysis to drive improvements at the brand and location levels 

LOUISVILLE, Colo., March 7, 2018 — Marco’s Pizza (Marco’s) has selected Market Force Information (Market Force), a leader in customer experience management solutions, to provide customer survey and employee engagement survey services that improve the customer experience and drive growth. The data will be housed on KnowledgeForce®, Market Force’s analytics platform, to give Marco’s deep insights on its brand and each of its locations.

Ohio-based Marco’s is a fast-growing quick-service pizza chain with approximately 900 locations in 35 states. To ensure that each location is delivering on the Marco’s Mission to be the pizza of choice, the employer of choice and the partner of choice, Marco’s has enlisted Market Force to gather both customer and employee feedback that will, in turn, drive actions to ensure highly satisfied guests and highly engaged employees.

Marco’s will derive strategic insights from the customer survey data to determine what matters most to its customers, identify gaps in execution and understand the impact on revenue that results from targeted improvements.

In addition, Marco’s recognizes that engaged employees create delighted customers. To this end, Marco’s is on a mission to become the employer of choice in the restaurant industry – a place where management values its staff, equips team members with the right onboarding process, enables flexible staffing options and provides team members with visibility into how they can advance their careers within the business. To measure the company’s progress towards this goal, Market Force will execute an employee engagement survey program, collecting and analyzing input from employees to identify areas for improvement.

The data collected through these two programs will be made available in KnowledgeForce, empowering the Marco’s leadership team and franchise partners to better understand what actions need to be taken to attract and retain customers and employees. Marco’s will also port financial performance data into the platform to help the brand and its operators immediately understand how they are performing, whether they are improving or not and the specific actions they can take at each location to drive improvement.

“The ability to integrate all of these measures into a single platform will be hugely impactful to our business,” said Tony Libardi, chief operating officer for Marco’s. “We plan to take full advantage of the analytic capabilities that Market Force brings to the table, and we look forward to creating even better customer and employee experiences.”

“Our new partnership with Marco’s Pizza is highly aligned with our core value proposition,” said Brad Christian, chief customer officer for Market Force. “The integration of various store performance measurements, such as employee and customer feedback, as well as financial performance, facilitates strategic decision making. This insight will cascade all the way down to the individual restaurant level and provide the ROI for various targeted actions. We could not be happier to be partnering with a brand like Marco’s that will leverage this insight to continue on their incredible trajectory.”

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 and by Forrester as a Breakout Vendor.  For more information about Market Force, please visit us online


Date: Wednesday, March 7, 2018

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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!

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