Back Yard Burger Customer Experience Management Program

PEACHTREE CORNERS, Ga., Aug. 6, 2018 — Back Yard Burgers, a pioneer in the better burger category, and Market Force Information® (Market Force), a leader in customer experience management, are commemorating five years of partnership focused on creating an exceptional customer experience for every Back Yard Burgers guest.

In 2013, Back Yard Burgers enlisted Market Force to improve the overall guest experience, delight guests and increase same-store sales. For five years, Market Force has been conducting guest experience surveys for the fast-casual brand’s 51 locations in 11 states.

“Our work with Market Force has empowered us to identify the specific areas where each location is thriving, and those where improvements are needed,” said Teresa Singleton, director of operations for Back Yard Burgers. “They’ve been an important partner, and have greatly contributed to our goal of delivering an exceptional guest experience each time someone walks through the door.”

The data collected from the surveys is made available in Market Force’s KnowledgeForce® analytics platform, empowering the Back Yard Burgers leadership team and franchise partners to better understand what actions need to be taken to attract and retain customers. The insights gleaned from KnowledgeForce have enabled Back Yard Burgers to target improvements at the location level and raise its overall satisfaction (OSAT) scores nearly 20 percent in five years.

“Back Yard Burgers has been committed to delighting its guests for more than 30 years,” said Brad Christian, chief customer officer for Market Force Information. “We’re proud to have had a role in that effort for the past five years, and look forward to achieving even more milestones with the company in the future.”

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

Date: Thursday, August 30, 2018
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