Market Force Expands Customer Intelligence Analysis Offerings with Launch of Success Playbook

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Analytics and technology suite helps retailers, restaurants and other multi-location businesses measure and improve their store-level operations.

grocery grocer retail mystery shopping customer satisfaction

Market Force Information

The Success Playbook empowers operators with the decision-making tools required to optimize both loyalty and sales for each individual location.

Market Force Information, a worldwide leader in customer intelligence solutions, today launched Success Playbook, an analytics and technology suite designed to help multi-location businesses improve their business at the local level. In contrast to most operational systems today, the Success Playbook identifies the factors that have the biggest lift to company satisfaction and sales, details specific performance gaps by location, and provides explicit planning tools to help regional and local managers close those gaps, one store at a time.

Multi-location businesses (such as restaurants, retailers, petro-convenience brands, wireless providers, banks and hotels) often struggle with turning customer satisfaction analytics into actions and accountability metrics that drive real financial return. The key is identifying the specific changes required at the store level. The Success Playbook fills that gap by pinpointing what factors have the most impact on customer loyalty and/or sales, and then providing operators with a flexible framework for creating action plans that hold them accountable for improvements.

The Success Playbook is integrated into Market Force’s KnowledgeForce℠ customer intelligence platform. Operators can quickly pull up gap analyses, comparative benchmarks and run what-if scenario planning to calculate the potential lift-to-loyalty and financial key performance indicators (KPIs) as improvements occur. Corporate training tools can be integrated to provide immediate action steps. The platform also provides the ability to monitor progress on action plans across multiple stores.

“Multi-location businesses must ensure that every location is living up to the brand’s promises and delivering on customer satisfaction metrics in order to drive growth,” said Cheryl Flink, chief research officer of Market Force. “The Success Playbook empowers operators with the decision-making tools required to optimize both loyalty and sales for each individual location. Those customized plans will drive incremental change for the entire brand.”

The Success Playbook is available now from Market Force. For more information, visit

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. With more than 125 years of combined industry experience, Market Force has pioneered the industry with a suite of customer intelligence solutions – from proprietary decision-support tools to 600,000 field associates across North America and Europe who conduct mystery shopping, to real customer surveys, contact center solutions and social media monitoring. Its solutions enable brands to identify the actions required at the store level to increase customer loyalty and improve financial performance. Market Force was named one of Forbes’ America’s Most Promising Companies in 2011. For more information, visit


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