Rent-A-Center Taps Market Force Information for Customer Experience Management

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Nationwide mystery shopping initiative to ensure operational excellence across the country

CXM mystery shopping audits customer surveys

Market Force Information

We selected Market Force for its ability to gather information from multiple channels to provide a comprehensive view of our customer shopping experience

Rent-A-Center, Inc. (RAC)(NASDAQ/NGS:RCII), a rent-to-own industry leader, has selected Market Force Information® (Market Force), a leader in customer experience management, to provide mystery shopping services for the chain’s 2,400 locations nationwide. Rent-A-Center will also leverage Market Force’s KnowledgeForce platform to compile and analyze mystery shopping data, and to make location-level improvements that increase customer satisfaction.

“We selected Market Force for its ability to gather information from multiple channels to provide a comprehensive view of our customer shopping experience,” said Tiffany Watson, vice president of customer experience and sales strategy for Rent-A-Center. “We are excited about this partnership and believe the solution Market Force has customized for us will have an immediate and lasting impact.”

Market Force will tap its network of more than 200,000 mystery shoppers to help Rent-A-Center ensure operational excellence at each of its locations throughout the United States. Shoppers will report monthly on their experiences in-store, online and by phone, measuring sales efficacy and associates’ sales and service behaviors.

Market Force’s KnowledgeForce platform presents a comprehensive view of how each location is performing. The platform will empower Rent-A-Center to determine where improvements are needed to drive sales.

“We truly value our partnership with Rent-A-Center, and applaud its organizational commitment to focus on customer service to drive satisfaction and increase revenues,” said Brad Christian, chief customer officer of Market Force Information. “Our ability to assess if brand standards are being met and discern where coaching opportunities exist will help Rent-A-Center increase its level of execution across the system. We look forward to supporting Rent-A-Center’s strategic vision and being a catalyst for their growth.”

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 in 2017 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

About Rent-A-Center
A rent-to-own industry leader, Plano, Texas-based, Rent-A-Center, Inc., is focused on improving the quality of life for its customers by providing them the opportunity to obtain ownership of high-quality, durable products such as consumer electronics, appliances, computers, furniture and accessories, under flexible rental purchase agreements with no long-term obligation. For additional information about Rent-A-Center, please visit our website at

Forward Looking Statements
This press release contains forward-looking statements that involve risks and uncertainties. Such forward-looking statements generally can be identified by the use of forward-looking terminology such as "may," "will," "expect," "intend," "could," "estimate," "should," "anticipate," "believe," or “confident,” or the negative thereof or variations thereon or similar terminology. Rent-A-Center believes that the expectations reflected in such forward-looking statements are accurate. However, there can be no assurance that such expectations will occur. Rent-A-Center's actual future performance could differ materially from such statements. Factors that could cause or contribute to such differences include, but are not limited to: the general strength of the economy and other economic conditions affecting consumer preferences and spending; factors affecting the disposable income available to Rent-A-Center's current and potential customers; changes in the unemployment rate; difficulties encountered in improving the financial and operational performance of Rent-A-Center's business segments; disruptions caused by the operation of Rent-A-Center's store information management system, and its transition to more-readily scalable, “cloud-based” solutions; disruptions in Rent-A-Center's supply chain; limitations of, or disruptions in, Rent-A-Center's distribution network; rapid inflation or deflation in the prices of Rent-A-Center's products; Rent-A-Center's ability to identify and successfully market products and services that appeal to its customer demographic; consumer preferences and perceptions of Rent-A-Center's brand; Rent-A-Center's ability to enter into new and collect on its rental or lease purchase agreements; the passage of legislation adversely affecting the Rent-to-Own industry; Rent-A-Center's compliance with applicable statutes or regulations governing its transactions; and the other risks detailed from time to time in Rent-A-Center's SEC reports, including but not limited to, its Annual Report on Form 10-K for the year ended December 31, 2016, and its Quarterly Reports on Form 10-Q for the quarters ended March 31, 2017, June 30, 2017 and September 30, 2017. You are cautioned not to place undue reliance on these forward-looking statements, which speak only as of the date of this press release. Except as required by law, Rent-A-Center is not obligated to publicly release any revisions to these forward-looking statements to reflect the events or circumstances after the date hereof or to reflect the occurrence of unanticipated events.

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