Restaurant - QSR - Research 2015

Strong Competition for Consumer Loyalty amongst Nando’s, Frankie and Benny’s, Bella Italia and PizzaExpress

London, U.K., Wednesday 18 March 2015 – A national survey by Market Force Information, a worldwide leader in customer intelligence solutions, has found that on average consumers visit a fast-service restaurant at least twice a month. But with an average of one in five customers dissatisfied with their most recent restaurant visit, the top brand food chains are in a tug of war when it comes to winning customer loyalty and satisfaction.

For the rankings, Market Force polled more than 4,500 consumers in January 2015 who were asked to rate their satisfaction with their last experience at a given restaurant and their likelihood to recommend it to others. The data was averaged to rate each restaurant brand on a Composite Loyalty Index.  Market Force also looked at the attributes that drive these preferences, analysing factors such as service, food quality and value, as well as the latest industry trends involving social media and mobile technology.

Pret A Manger are Ready to Win!

The Composite Loyalty Index clearly marks hot competition between six brands in the sandwich, chicken, Italian and pizza categories. Bella Italia, Nando’s, PizzaExpress, Pret A Manger, and Frankie and Benny’s are nearly tied in ability to deliver high satisfying experiences that result in high recommendation ratings.   

Brands can begin to competitively differentiate by focusing on critical drivers of satisfaction. 17 per cent of consumers indicated that their last experience in a Quick Service Restaurant (QSR)/Fast Casual restaurant was disappointing. When asked to rate satisfaction with the critical drivers, consumers had relatively high ratings for service, food quality and speed of service, but had opportunities to improve on value and availability of healthy food options; this provides opportunity to steal wallet share. When restaurants execute on at least five of the critical drivers, 91 per cent of consumers will recommend the brand, compared to a 25 per cent recommendation rating when restaurants execute on only one of the critical drivers. 

Not all Brands Deliver Equally

Consumers rated how well each brand delivered on the critical drivers.  Pret A Manger led on three of the eight drivers, including speed of service, food quality, and healthy food options.   Bella Italia led on friendly service and Frankie and Benny’s on providing a great atmosphere. The mix of leaders across the various critical drivers reflects the tough competition in the space and why so many brands are tied on the composite loyalty index.

Consumer Technology Key to Growth

Many restaurants have invested in guest-facing technology to place orders, whether by using a mobile, a kiosk in the store, or tabletop tablets. One in three consumers had used one of these technologies to place an order within the past 90 days. Of those, about one in four actually preferred to place their order using technology rather than place their order with a cashier or server. 

Consumers also indicated whether they used the mobile apps provided by restaurants.  Awareness that a restaurant offers a mobile app is surprisingly low, with Domino’s having the highest awareness at 56 per cent and Frankie & Benny’s the lowest at 6 per cent. Despite the awareness chart, consumers also indicated whether they had downloaded the app and even though Frankie & Benny’s had the lowest awareness rating, a high proportion of those who actually were aware of the app downloaded and used it (90 per cent) compared to only 19 per cent for Pizza Hut.

‘Restaurant brands have the opportunity to steal “share of stomach” by creating exceptional experiences. Our research highlights the extreme competition among restaurant brands and the importance of excelling on the key drivers of satisfaction. In addition, restaurants have the opportunity to be “stickier” with consumers by creating convenient, hassle-free experiences via mobile apps. Many brands have created apps, but consumers aren’t aware they exist,” concludes Cheryl Flink, Chief Strategy Officer, Market Force.   

Survey Demographics

The survey was conducted online in January 2015 across the United Kingdom. The pool of 4,500 reflected a broad spectrum of income levels, with 67 per cent reporting household incomes between £25,000 and £49,000 a year. Respondents’ ages ranged from 19 to over 65. Approximately 68 per cent were women and 32 per cent were men.

Follow Market Force’s LinkedIn for the latest insights, timely discussions, commentary and industry news.

*Composite loyalty score = Market Force asked participants to rate their satisfaction with their favourite restaurant and their likelihood to refer that restaurant to others. The results were averaged to attain a Composite Loyalty Score.

About Market Force Information

Market Force is the leading global customer intelligence solutions company for multi-location businesses, including major retailers, restaurants, grocery and convenience stores, financial institutions, entertainment studios and consumer packaged goods companies. Market Force has pioneered the industry with a suite of customer intelligence solutions that enable multi-location business to manage operational excellence and customer loyalty. Proprietary decision-support tools comprise a platform of data collection techniques including mystery shopping, customer surveys and contact centre; analytics algorithms for predicting growth in loyalty and financial metrics; and a technology platform for integrating multiple data streams. Market Force solutions enable brands to identify the actions required at the store level to increase customer loyalty and improve financial performance. For more information, visit www.marketforce.com.

Restaurant brands have the opportunity to steal “share of stomach” by creating exceptional experiences

Date: Wednesday, March 18, 2015

Papa Murphy’s is again top pizza chain, Chick-fil-A ranks first for chicken

Louisville, Colo. – 4 March 2015 – A new nationwide study by Market Force Information, a worldwide leader in customer intelligence solutions, reveals consumers’ favorite quick-service restaurant (QSR) chains in four popular food categories: pizza, Mexican fare, chicken and sandwiches. Papa Murphy’s topped the pizza category for the second consecutive year, Chipotle and Qdoba tied in the Mexican category, Chick-fil-A led for chicken and Jason’s Deli ranked first for sandwiches.

For the rankings, Market Force polled more than 12,700 consumers who were asked to rate their satisfaction with their last experience at a given restaurant and their likelihood to recommend it to others. That data was averaged to rate each restaurant brand on a Composite Loyalty Index. The Market Force study also looked at the attributes that drive these preferences, analyzing factors such as service, food quality and value, as well as the latest industry trends involving social media and mobile technology.

Papa Murphy’s Is Big Cheese Among Pizza Chains

For the second year running, Papa Murphy’s was voted favorite pizza chain, based on satisfaction. The Washington-based company differentiates from other pizza restaurants by making pizzas for customers to take home and bake themselves. It edged out Pizza Ranch, which ranked second, followed by Papa John’s, Domino’s and CiCi’s Pizza. [See Graph 1].

Graph 1 – Favorite Pizza Chains

Papa Murphy’s Tops for Food, Pizza Ranch Aces Atmosphere

Market Force also asked consumers to rank the top-rated pizza chains on various attributes, such as food, service, atmosphere and value. Papa Murphy’s was a clear winner in the food-related categories and many of the operations-oriented categories, ranking No. 1 for food quality and healthiness, as well as speedy service and cleanliness. Pizza Ranch was recognized for its welcoming atmosphere and friendly staff, and performed well in most other areas. Carry-out chain Little Caesars tied with Papa Murphy’s for value. CiCi’s Pizza also fared well, ranking in the top three for many of the attributes studied. [See Graph 2].

Graph 2 – Pizza Chains Ranked by Attribute

Other Pizza Category Highlights

  • 30% had visited a pizza chain at least five times in the previous 90 days, a fairly low rate compared to visitation rates reported in the other restaurant categories.
  • 23% brought along children on their most recent visit.
  • Pizza Ranch and Little Caesars had the highest stomach share (average number of  visits per month)  among the chains studied.
  • Pizza Ranch had the highest loyalty card awareness (99%) and participation rate  (95%).
  • Domino’s had the greatest customer awareness for its mobile app – 61%     were aware of it.
  • With 55%, Papa John’s had the highest mobile app adoption rate.

Chipotle and Qdoba Vie for Mexican Fare Supremacy

In the battle of the burritos, Chipotle and Qdoba Mexican Grill tied for first place. Both Colo.-based restaurant chains have put a unique stamp on their approach to food – Chipotle focuses on the use of natural ingredients, and Qdoba on a varied list of menu items such as specialty burritos, soup and three-cheese queso sauce. El Pollo Loco moved up several spots in this year’s study to land in second place, and was followed by rapidly growing Moe’s Southwest Grill and Del Taco. [See Graph 3].

Graph 3 – Favorite Mexican Chains

Chipotle, Qdoba and Moe’s Reign Supreme in Attributes

Not surprisingly, Market Force saw a fairly even split between Chipotle and Qdoba when it asked consumers to rate the chains based on food, service and operational attributes. Chipotle’s food seemed to appeal most to diners, who ranked it first for food quality and healthy food options. Qdoba, meanwhile, was recognized for its friendly staff, fast service and atmosphere. As it did in Market Force’s 2014 QSR study, Del Taco emerged as the price-leader, and was trailed by Chipotle and Taco Bell. Moe’s Southwest Grill scored well in nearly every area, especially friendly staff and healthy food. [See Graph 4].

Graph 4 – Mexican Chains Ranked by Attribute

Other Mexican Food Category Highlights

  • 38% had visited a Mexican chain at least five times in the previous 90 days.
  • 22% brought along children on their most recent visit.
  • Del Taco has highest stomach share, followed by El Pollo Loco.
  • Qdoba had the highest loyalty card awareness (90%), but Del Taco boasted the  highest participation rate (100%).
  • Chipotle has the greatest customer awareness for its mobile app (24%), but just  barely, with Moe’s Southwest Grill and Taco Bell close behind.
  • 57% said they had downloaded Chipotle’s mobile app; 56% had downloaded Taco  John’s app.

Chick-fil-A and Raising Cane’s Neck-in-Neck in Chicken Category

As consumers’ appetite for chicken continues to grow, so does the contest for favorite chicken chain. Chick-fil-A snagged the top spot in Market Force’s 2015 QSR study with 74%, just edging out Raising Cane’s, which earned 73% on the Composite Loyalty Index. In the 2014 study, the tables were turned with Raising Cane’s ranking first and Chick-fil-A a close second. Raising Cane’s is a regional chain focused in the Louisiana area and known for its chicken fingers, which are growing in popularity among adults and children alike. It has undergone rapid growth in the past few years and has plans to expand to other parts of the country. Zaxby’s and Wingstop came in third and fourth, respectively, as they did in 2014. [See Graph 5].

Graph 5 – Favorite Chicken Chains

Chick-fil-A and Raising Cane’s Trump Others in Key Categories

The top-three-ranked chicken chains also consistently scored in the top three of the attributes evaluated in the study. Raising Cane’s was the food favorite, and also lauded for its speed of service. Chick-fil-A dominated in the staff friendliness, value and atmosphere categories. It was recognized for offering the healthiest food options, as were El Pollo Loco, Zaxby’s and Boston Market. [See Graph 6].

Graph 6 – Chicken Chains Ranked by Attribute

Other Chicken Category Highlights

  • 38% had visited a chicken chain at least five times in the previous 90 days.
  • 24% brought along children on their most recent visit.
  • Raising Cane’s has highest stomach share, followed by El Pollo Loco.
  • Raising Cane’s had the highest loyalty card awareness (55%), but Wingstop   prevailed with the highest participation rate (100%).
  • Wingstop also has the greatest customer awareness for its mobile app (24%), and  the highest download rate (61%).

Jason’s Deli and Firehouse Subs Rise to Top

Sandwiches continue to be a growing quick-service and fast-casual restaurant sector, excelling even when the economy was in a downturn. Within the sector, Jason’s Deli has evidently found the secret to consumers’ stomachs, beating out incumbent Firehouse Subs to be named favorite sandwich chain in this year’s study. Family-owned Jason’s Deli has grown to more than 250 locations in nearly 30 states, differentiating itself with a salad bar and a menu focused on healthier food. McAlister’s Deli, Jersey Mike’s and Panera Bread also fared well on the list. [See Graph 7].

Market Force also included three convenience store brands in the sandwich category this year, given that convenience stores are increasingly putting the squeeze on QSRs by offering customized and fresh food options. Of them, Wawa was the strongest performer, scoring nearly as well as traditional  sandwich brands such as Jimmy John’s and McCalister’s Deli—and clearly outperforming Subway.

Graph 7 – Favorite Sandwich Chains

Jason’s Deli Has Best Food, Jimmy John’s is Fastest

Among sandwich lovers, Jason’s Deli has not only the best food, but also the best value, atmosphere and friendliest staff. The only area where Jason’s Deli was outdone is speed of service, which went to Jimmy John’s. Firehouse Subs, which claimed the sandwich chain title in 2014, also had a strong showing in food quality, service and value. When it comes to offering healthful food, consumers believe Jason’s Deli, Panera and McAlister’s Deli deliver better than the competition. [See Graph 8].

Graph 8 – Sandwich Chains by Attribute

Other Sandwich Category Highlights

  • 52% – higher than any other category – had visited a sandwich chain at least five  times in the previous 90 days.
  • 16% – the lowest of any other category – brought along children on their most   recent visit.
  • Wawa has highest share of stomach, followed by McAlister’s Deli and Subway.
  • Panera had the highest loyalty card awareness (93%) and participation rate (91%).
  • Panera also has the greatest customer awareness for its mobile app (27%), but  Wawa boasted the highest download rate (65%).

Kiosks, Apps and Tablets – Oh Yes!

Market Force’s study shows the use of technology to place orders and pay for them at QSRs and fast-casual restaurants is taking off. In fact, approximately half of consumers said they had used some form of technology to place their food orders within the previous 90 days – 20% used a smartphone app, 16% used a tablet at the table and 13% used a kiosk in the restaurant. What’s more, one in five (19%) diners noted that they had paid for their food using either a mobile app or digital wallet within the previous 90 days.

“Most restaurant brands are focusing on service as their competitive differentiator today, but that may not be the case tomorrow as technology for ordering and paying continues to attract attention,” said Cheryl Flink, chief strategy officer for Market Force. “Our study found that nearly one in three consumers prefer using tabletop technology or apps to place their orders and pay. That’s a surprising shift, and speaks to consumers’ growing thirst for convenience, speed and accuracy.”

Survey Demographics

The survey was conducted online in January 2015 across the United States. The pool of 12,755 respondents represented a cross-section of the four U.S. census regions, and reflected a broad spectrum of income levels, with 50% reporting household incomes of more than $50,000 a year. Respondents’ ages ranged from 18 to over 65. Approximately 67% were women and 33% were men.

Follow Market Force’s Restaurant Insights page on LinkedIn for the latest insights, timely discussions, commentary and industry news.

About Market Force Information

Market Force is the leading global customer intelligence solutions company for multi-location businesses, including major retailers, restaurants, grocery and convenience stores, financial institutions, entertainment studios and consumer packaged goods companies. Market Force has pioneered the industry with a suite of customer intelligence solutions that enable multi-location business to manage operational excellence and customer loyalty. Proprietary decision-support tools comprise a platform of data collection techniques including mystery shopping, customer surveys and contact center; analytics algorithms for predicting growth in loyalty and financial metrics; and a technology platform for integrating multiple data streams.  Market Force solutions enable brands to identify the actions required at the store level to increase customer loyalty and improve financial performance. For more information, visit www.marketforce.com.

Our study found that nearly one in three consumers prefer using tabletop technology or apps to place their orders and pay. That’s a surprising shift, and speaks to consumers’ growing thirst for convenience, speed and accuracy.

Date: Wednesday, March 4, 2015
Fashion Retail - Research 2015

Foot Locker tops list as favorite shoe store

Louisville, Colo. – 28 January 2015 – Findings from a national consumer study by Market Force Information, a worldwide leader in customer intelligence solutions, revealed that Nordstrom is consumers’ favorite fashion retailer for the third consecutive year, followed by Kohl’s, T.J. Maxx, Macy’s and Dillard’s. The study also revealed that Foot Locker is consumers’ favorite shoe retailer, followed by Skechers, Nike, DSW and Famous Footwear.

More than 4,300 consumers nationwide were polled for the study in December 2014, which was designed to uncover consumers’ favorite fashion and shoe retailers, and factors that drive satisfaction and loyalty.

Fashion Retailer Rankings and Satisfaction

For the rankings, Market Force asked participants to rate their satisfaction with their most recent fashion retailer experience, and their likelihood to refer that retailer to others. The results were averaged to attain a Composite Loyalty Score [See Graph 1]. Nordstrom, known for delivering exceptional customer service, ranked first among the retailers studied. Kohl’s was second and T.J. Maxx ranked third, moving up two spots from the previous study’s rankings.

Graph 1 – Favorite Fashion Retailers

When asked how satisfied they were with their most recent visit to their favorite fashion retailer, 57% said they were less than delighted. This suggests that there is room for retailers to improve on attributes that drive satisfaction and win over more customers to increase their Composite Loyalty Score. Market Force’s research has shown that customers who have an exceptional shopping experience (a rating of 5 on a scale of 1 to 5) are not only more loyal customers, but also 2.5 times more likely to recommend the place to friends and family.

“Our research is telling us that for a retailer, being good just isn’t good enough,” said Cheryl Flink, chief strategy officer for Market Force. “In order to move the needle in an industry where several retailers are clustered closely in the ‘good enough’ zone, brands must strive to utterly delight their customers across many attributes in order to rise above the noise and win wallet share.”

Performance in Four Key Areas

Market Force’s study results showed that fashion retail brands are highly competitive and difficult to differentiate, so executing well on a number of attributes is critical to winning wallet share. Market Force has identified four key areas that a retailer must execute on to achieve overall customer satisfaction: Merchandising (selection, choice, ease of finding items, value for money spent), Environmental Consciousness (corporate sustainability/green practices, non-synthetic fibers, information on country where merchandise was produced), Just For Me (opportunities to share fashion ideas, style information ability to customize merchandise, access to exclusive merchandise, etc.) and Store Operations (speed of checkout, overall atmosphere of store). When retailers execute well in all four areas, the percent of highly satisfied customers increases five times - from 17% to 86% [See Graph 2].

Graph 2 – How Execution in Four Key Areas Drives Satisfaction

To better understand how well fashion retail brands are executing in those four important areas, Market Force asked consumers to rank the performance of their favorite fashion retailer during their most recent visit. Not surprisingly, Nordstrom scored highest in two of the four categories: Merchandising and Just For Me. H&M ranked in the top two in three of the categories, including Environmental Consciousness (first), Just For Me (second) and Store Operations (second). Dillard’s, T.J. Maxx, Ross Stores and Macy’s also landed in the top three in at least one area [See Graph 3].

Graph 3 - Brand Performance in Four Key Areas

E-Commerce and Mobile Apps

Understanding that many shoppers are turning to the Internet for their apparel purchases, Market Force looked at e-commerce and mobile app use as it relates to fashion retailers. Twenty-eight percent of study participants indicated they had shopped on their favorite retailer’s website in the past 90 days. Of those, just 46% were delighted with their experience leaving more than half (54%) of consumers who were less than very satisfied. When broken out by fashion retailer brand, Nordstrom.com shoppers were the most satisfied at 56%, resulting in a 72% conversion rate. Dillard’s, Old Navy, Kohl’s and Ross Stores rounded out the top five [See Graph 4].

Graph 4 - Website Use, Satisfaction and Conversion Rates by Brand

When it comes to mobile apps, the majority of consumers (67%) were unaware if their favorite fashion retailer offered a mobile app. Of the 25% who were aware of their favorite fashion retailer’s app, more than half (52%) had used it. Target has the highest mobile app adoption rate, followed by H&M, Walmart, Nordstrom and Kohl’s. Consumers are primarily using their favorite retailer’s mobile app to check prices (75%), receive promotions or discounts (62%), browse merchandise (59%), check merchandise availability (41%) and purchase items (39%).

Is Customizable Fashion Going Mainstream?

The last couple of years have seen a rise in made-to-order fashion that enables shoppers to individualize shoes and clothing with their preferred patterns, designs, fabrics and more. Market Force’s findings show this movement may be gaining even more steam, with 58% of respondents indicating that they have customized at least one fashion item in the past six months. Eighteen percent had customized at least three items within that timeframe.

If the Shoe Fits

In order to understand which shoe retailer was seeing the most traffic, Market Force asked which consumers to name the shoe retailers they had visited in the past six months. Payless Shoes rose to the top, followed by DSW, Famous Footwear, Shoe Carnival and Nike. However, the number of visits does not necessarily translate into satisfaction and favorites. Based on the Composite Loyalty Score, Payless shoes was the sixth favorite retailer, preceded by some brands that did not appear in the recent visits rankings [See Graph 5].

Graph 5 – Favorite Shoe Retailers

Survey Demographics

The survey was conducted online in December 2014 across the United States. The pool of 4,350 respondents represented a cross-section of the four U.S. census regions, and reflected a broad spectrum of income levels, with 55% reporting household incomes of more than $50,000 a year. Respondents’ ages ranged from 19 to over 65. Approximately 76% were women and 24% were men.

Follow Market Force’s Fashion Retail Insights page on LinkedIn for the latest insights, timely discussions, commentary and industry news.

About Market Force Information

Market Force is the leading global customer intelligence solutions company for multi-location businesses, including major retailers, restaurants, grocery and convenience stores, financial institutions, entertainment studios and consumer packaged goods companies. Market Force has pioneered the industry with a suite of customer intelligence solutions that enable multi-location business to manage operational excellence and customer loyalty. Proprietary decision-support tools comprise a platform of data collection techniques including mystery shopping, customer surveys and contact center; analytics algorithms for predicting growth in loyalty and financial metrics;  and a technology platform for integrating multiple data streams.  Market Force solutions enable brands to identify the actions required at the store level to increase customer loyalty and improve financial performance. For more information, visit www.marketforce.com.

Our research is telling us that for a retailer, being good just isn’t good enough.

Date: Wednesday, January 28, 2015
Retail - Fashion - Research - 201501

TK Maxx tops Loyalty and Satisfaction Chart; H&M Fails to Make an Impact with its Customers

London, U.K., 28 January 2015 – Results from a national retail fashion study by Market Force Information found that customer satisfaction and experience was relatively low for all seven retailers who topped the survey. The study found that 18 per cent were dissatisfied with their recent visit to their favourite retailer - a significant number, especially before Christmas. Crucially, those who were very satisfied/delighted with their experience would be twice as likely to recommend the retailer/brand to their friend or colleague.

In December 2014, more than 3,400 consumers participated in a nationwide study designed to uncover the consumer’s favourite retailer, investigate factors that drive satisfaction and loyalty and reveal trends in multiple channels, including e-commerce sites, in-store experiences, and mobile apps.

The Composite Loyalty Score* of all seven retailers shows an extremely tight competition between the brands, with TK Maxx topping the charts at 48 percent, followed by New Look at 43 per cent. Other brands had similar scores with variants of a percentage mark between them.

Consumers are Conscientious Buyers

Consumers confirmed this tight competition among fashion retailers with wallet share at about 50 per cent for all brands. TK Maxx had an average wallet share of 51 per cent in comparison to Marks and Spencer’s with 55 per cent. Next and New Look at 49 per cent and 50 per cent respectively. Primark had 53 per cent and Debenhams had 49 per cent.

The study identified four key drivers of satisfaction, including: Practicality (sizing, choices, value for money etc.), Environmentally Conscious (CSR and green practices, types of materials used, information on country produced etc.), Just For Me (opportunities to share fashion tips and ideas/information, customisation, exclusivity etc.) and finally, Store Operations (speed of checkout and overall atmosphere). Customers that indicated their favorite retailer executed on all four behaviors were 5 times more likely to be highly satisfied with their experience than those who felt that retailers executed well only one or two of these factors. Only 10 per cent of all consumers rated their favorite retailer as executing well on all four critical drivers.

Personalisation and Assistance is Extremely Important to Customer Purchase Decisions

Engaging with customers is vital to the brand loyalty and satisfaction. Retailers who have assistants that can create a look and offer support and advice on products are more likely to score a top box satisfaction rate of 5. Having delighted customers means that they are two times more likely to recommend a retailer to friends. With 1 in 4 customers having visited their favourite stores recently and 78 per cent spending money, NEXT and Debenhams were twice as likely to help shoppers and create high conversion rates of sale.

Online Retailing – Debenhams, NEXT and H&M Top Three E-Tailers

With over £1 billion recorded online sales in the UK in 2014, this area of ecommerce is an important consideration for retailers. Although TK Maxx does well in its physical stores, it fails with e-tailing, However, customers were more likely to purchase from H&M online than buy in-store. Next and Debenhams are almost equal in its percentage share of purchases (76 and 74 per cent respectively) but Marks and Spencer’s, although has a good satisfaction rate with the website, fails to close in on checkout completion.

Mobile Apps – The Future of Brand Longevity

Taking retailers and brands mobile is also essential. Over half of the respondents surveyed had downloaded the Mobile App once they knew it was available.  Use of the app was mainly to browse online but also to purchase items. Furthermore, having access to brands on a mobile phone enables browsers to store/locate items and make wish lists to purchase later or try in-store.

In addition to apps, social media and bloggers influence purchase decisions. Consumers like to engage with its retailer and brand, with New Look and TK Maxx fairing highest on the board. However, on average, most retailers are not doing enough on social engagement.

Survey Demographics

The survey was conducted online in December 2014 across the United Kingdom. The pool of 3,400 reflected a broad spectrum of income levels, with 66 per cent reporting household incomes between £25,000 and £49,000 a year. Respondents’ ages ranged from 19 to over 65. Approximately 72 per cent were women and 28 per cent were men.

Follow Market Force’s Retail Fashion Insights LinkedIn page for the latest insights, timely discussions, commentary and industry news.

*Composite loyalty score = Market Force asked participants to rate their satisfaction with their favourite retailer and their likelihood to refer that retailer to others. The results were averaged to attain a Composite Loyalty Score.

About Market Force Information

Market Force is the leading global customer intelligence solutions company for multi-location businesses, including major retailers, restaurants, grocery and convenience stores, financial institutions, entertainment studios and consumer packaged goods companies. Market Force has pioneered the industry with a suite of customer intelligence solutions that enable multi-location business to manage operational excellence and customer loyalty. Proprietary decision-support tools comprise a platform of data collection techniques including mystery shopping, customer surveys and contact centre; analytics algorithms for predicting growth in loyalty and financial metrics; and a technology platform for integrating multiple data streams. Market Force solutions enable brands to identify the actions required at the store level to increase customer loyalty and improve financial performance. For more information, visit www.marketforce.com.

Date: Wednesday, January 28, 2015

ALDI: Food for thought

Learn how ALDI was able to enter the crowded US grocery market and not just survive, but thrive, rapidly expanding and taking the lead in customer satisfaction.

"The monthly insights and intelligence provided by Market Force are vital to our business and key to our continued growth.”

— Laura Bauer, Divisional Vice President, ALDI

 

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