CX Solutions for the Restaurant Industry
Managing the superstars, the low performers, and everything in between is vital to improving loyalty and same store comparable sales. Gain an advantage in the fight for share of stomach by creating a location-level improvement plan. Your ability to grow your sales comps will depend on consistent execution that keeps your guests coming back for more.
3 ways Market Force can help Restaurants
Creating Value for Operators
The restaurant industry continues to be an area of high growth, with over $700 billion in global sales and more than one million restaurant locations in the United States alone. Guests form their opinions of restaurant brands based on their experiences. A well-run restaurant creates a better brand reputation that benefits all locations—and one with poor operations creates risk for those same locations. Consumers have too many choices to waste their dollars on a poor experience.
Market Force provides a suite of tools to help restaurant operators maximize their same store comparable sales growth. We help you measure and improve delivery to brand standards, create exceptional guest experiences, and minimize costly complaints. Our mystery shopping services measure food quality, service, cleanliness, and other standards that protect your brand's reputation—for every operator.
Helping manage the Guest Experience
The guest experience you create will determine whether you're a success—either as a brand or an operator. Listening and responding to guest feedback across all channels is critical. Market Force provides three guest feedback channels for our restaurant brands, including guest experience surveys, social media monitoring, and contact center. By combining all of this data on a single platform, every stakeholder in the organization can gain insight into the guest experience across all channels and coach their teams on improvement. Our guest experience solutions will help you:
- Identify locations with unusually high volumes of customer complaints
- Track improvement in loyalty and delivery on critical drivers
- Categorize open-ended guest feedback and trend it over time
- Coach your teams with both opportunities to improve and compliments on a job well done
Building an Action Plan for Every Location
Knowing what you need to change is half the battle. The other half is actually driving change down to the individual location level. Some of your restaurants are already superstars. Others need help. And what needs to be improved at one restaurant may be different from another. That’s why creating a location-level improvement plan is so important to improving loyalty and same store comparable sales.
To empower locations, Market Force provides an online planning tool that lets operators build individualized plans for achieving their goals. Our Success Playbook prioritizes potential improvement by the highest ROI so that operators know where to start. They can compare performance to their region or the brand, goal-set, create action plans, and monitor performance over time. Step by step, every location can improve—and that's more money in everyone's pocket.
Featured Restaurant News
How are QSR brands doing now after a year of COVID-19?
The results are in!
Our research sheds light on customer sentiment since the arrival of COVID-19. Consumers are living differently, buying differently, and in several ways thinking differently. Our panel results reveal where these differences are within the QSR industry.
Sign up to download the 2021 QSR Competitive Benchmark!
Market Force to manage Church's Chicken contact center
Church’s Chicken has selected Market Force to manage its contact center services for 1,040 restaurants across 29 states. Contact center data will be available to restaurant operators via the KnowledgeForce® Platform, Market Force's centralized reporting platform, along with other brand-critical performance metrics to give a full picture of the customer experience.
Increasing Beverage Incidence
In many QSR and fast casual restaurants, the majority of the meal profitability is from the beverage. And beverage incidence, which is the number of meal purchases made that include a drink, in many restaurant organizations is on the decline. So the simple task of asking customers if they would like a beverage to accompany their meal is key to total restaurant sales revenue and profitability.
For this reason, Market Force has developed a program, Crew Incentive, in which restaurants partner with drink manufacturers to drive beverage incidence. The results are impressive.
Please fill out this form to download a case study about this program.
The Importance of Guest Recovery
Restaurant operators are in a "one strike and you're out" industry. And with the use social media to rate restaurants, one guest's bad experience can be amplified and impact revenues. That's why timely resolution of issues is so critical.
Market Force has developed an entire suite of contact center and social media solutions that enable first contact resolution with all inbound guest contacts, from phone to website to social media.
To discuss your needs for improving performance for your multi-location restaurant, 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!