What can we expect from the QSR industry in 2021? The COVID-19 pandemic has radically transformed the world as we know it. Our 2021 QSR Competitive Benchmark study outlines four..
"While every business has a unique set of touch points that go towards creating a brand experience for its customers, there are some that are universal, or almost universally..
The COVID-19 pandemic has truly changed how consumers live and think. With this in mind, the QSR consumer study looks at which factors are most important to consumers today.
Any organization with numerous locations spread out geographically, such as multi-location restaurant brands, needs a quality measurement system to help them measure and assess..
The restaurant industry is unpredictable, but if there’s one thing you can be certain of, it’s that there will always be dissatisfied customers. There’s no quick and easy fix when..
When brands don’t meet their growth and profit goals, they look to cut the budget. These joint research findings definitively make the case that CX investments should be one of..
Consumers try online ordering from you once, and if they have a dissatisfying experience, won’t try it again. You will need to deliver a great customer experience, and our..
Financial metrics are an obvious metric—but tend to be in the rearview mirror. In Market Force’s modeling work, we have found that both delivery to brand standards and customer..
I was recently in a new client’s office discussing the merits of using Net Promoter Score (NPS) or Top Box Overall Satisfaction (OSAT) as the key customer experience metric. That..
