In 2005, three entrepreneurs met at a Boulder, Colorado coffee shop. They asked each other, “what if?” What if they could consolidate the fragmented customer experience measurement industry? What kinds of synergies might there be if you combined different measurements? What if you tied measurements to financial KPIs?
From that original vision, Market Force Information was launched. Now more than a decade later, we have deployed CX management services and solutions to multi-location businesses around the world.
Every month, we collect, process and analyze millions of customer satisfaction and employee engagement surveys; conduct in excess of 100,000 mystery shops and audits; manage over 150,000 inbound contacts to our contact centers; and engage thousands of consumers in social media for customer recovery.
Our goal is to move the needle, not just collect data. To do this, we deploy sophisticated modeling practices by a team of PhD statisticians and data scientists to link measurements to financial KPIs and extract strategic value from the results.
And the synergies the founders wondered about? We now leverage multiple data sources, apply predictive analytics with KPIs, and provide clients with insights that tell them exactly what actions to take to protect their brand’s reputation, delight their customers, and make more money. At each and every location.