Tortilla announces partnership with Market Force

Milton Keynes, 8 June, 2018 — Tortilla, the UK’s largest Mexican burrito restaurant chain, is partnering with Market Force Information® (Market Force) a leader in customer experience management, to listen to the voice of its customers and measure execution on brand standards and customer expectations through a mystery diner programme.  Programme results will feed into Market Force’s proprietary reporting platform, KnowledgeForce®, which will provide each location manager with a Success Playbook.

Success Playbook™ enables every location to set goals to achieve operational excellence and deliver a great customer experience. For Tortilla, data gathered through a customer satisfaction survey and the mystery diner programme provides each location with details of areas where they can improve. Using Tortilla’s e-learning and training content, teams create action plans that help them bridge the gap between customers’ expectation and current execution. The Success Playbook includes gap-to-goal calculators, ROI analyses and tips and tools. All action plans can be monitored by teams, managers and senior stakeholders via the online reporting platform.

“We opened our first site in Islington in 2007, and since then have grown to more than 36 stores across 14 cities in the UK, as well as internationally in the Middle East.” said Richard Morris, Managing Director at Tortilla. “By partnering with Market Force and leveraging KnowledgeFoce and their Success Playbook, we’re able to provide our team members and operators with the simple, clear insights they need to make more informed decisions, faster, and ensure each location is delighting guests and performing against expectations.”

“Our partnership is highly valued, and the Tortilla team is truly focused on providing a first-class customer expereience” said Brad Christian, chief customer officer at Market Force Information. “Tortilla is now a well recognised and rapidly growing brand, and we’re proud to empower their team members with both the technology and insights that enable them to protect their brand, delight their customers and drive greater financial performance across each of their locations.”

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: Friday, 8 June, 2018

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