At Market Force, we strive to provide a safe, inclusive environment where all our employees feel valued, respected and heard. Recent events provide a stark reminder that many in our communities do not experience this in their everyday lives. The pain and anguish being felt in many communities is profound and saddening. We must speak up when the values of inclusion, tolerance, respect, and equality are violated or put at risk and give a voice to those who have been silenced for too long. But giving others a voice is not enough.

In the words of Desmond Tutu, “If you are neutral in situations of injustice, you have chosen the side of the oppressor”. We must stand in solidarity with members of our community to prevent further oppression and marginalization. We must look outside our organizations to the communities in which we live and do business and work to promote the values of inclusion, tolerance, respect, and equality. Our actions, as leaders, organizations, or individuals will make a difference.

Ray Walsh
Chief Executive Officer, Market Force Information


Get ready to relaunch your brand as businesses re-open around the globe by taking 4 critical steps:

1. Define your strategy
2. Protect your employees
3. Know your customers
4. Build consumer trust at all locations

Market Force Information® provides location-level customer experience (CX) management solutions. Founded in 2005, we continue to grow our global presence with offices in the United Kingdom, Canada, and the United States. We are proud to serve over 220 clients ranging from Fortune 10 brands to emerging concepts with high growth potential. Our clients' success is our own, and with that comes a deep commitment to helping our clients optimise growth for every location.

Market Force operates at scale across the globe. Each month, we:

  • Complete over 100,000 mystery shops
  • Collect, process, and analyse millions of employee and customer experience surveys
  • Manage over 150,000 inbound contacts to our customer recovery contact centre
  • Host over 1 million user logins on our KnowledgeForce® reporting platform

Multi-location business face unique challenges in managing the chain. Ensuring that all locations live up to the brand promise is difficult for chains with numerous and varied locations. One customer's bad experience can taint all locations; especially in today's age of social media, one negative review or online comment can spread rapidly and damage the brand and its reputation.

Market Force helps brands monitor all locations and determines which issues to tackle for the highest ROI at each location. The goal is not just to satisfy customers, but delight them so that they refer the brand, and return again, increasing revenue. Market Force helps businesses protect their brand, delight their customers, and make more money.

Our multi-location solutions include a variety of measurement channels, predictive analytics to help each location prioritise improvements, and a reporting platform for measuring and improving operational excellence, the customer experience, and financial Key Performance Indicators (KPIs).

  • Measurement channels include customer experience surveys, contact centre services, mystery shopping, in-store audits, social media monitoring, employee engagement surveys, and customer intercept surveys.
  • Predictive Analytics is sophisticated data modeling that determines what matters most and the ROI for investing in improvements.
  • Our KnowledgeForce® reporting platform pulls together all measurements (including those from third parties) to give our clients an accurate picture of the customer experience.
  • Market Research services include customer segmentation, Attitude Trial and Usage studies, custom research projects.
  • Strategic Advisory Services help clients design and implement effective measurement systems and improve performance.

Featured News

Wagamama takes top spot in new customer survey

A survey of customer experience (CX) in the UK’s casual dining restaurants has found that Wagamama leads the way in many key metrics. Market Force has revealed that Wagamama has the highest customer satisfaction, the biggest propensity to gain recommendations from diners and the most loyal customers on the high street.

Read press release
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