Name

Market Force Information

Legal name

Market Force Information LLC

Website

https://marketforce.com

Company type

Private

Founded year

2005

Operating status

Operating

Headcount range

501–1,000 employees

Ownership category

akta.pro rank

Product category

Customer Experience Management Services

NAICS

Marketing Consulting Services (541613)

SIC

Services-Advertising Agencies (7311)

akta.pro primary industry

Customer Experience (CX) & Voice of Customer (NPS/CSAT, Journey Research) (MPAAALAH)

akta.pro secondary industries

Retail Execution Technology & Services (SFA, Planogram, Image Recognition) (MPAAAJAM), Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ)

Keywords

• Mystery shopping services
• Customer experience management
• Employee engagement surveys
• Operational site audits
• Merchandising audit solutions

Headquarters

HQ city

Norcross

HQ country

United States

HQ region

North America

Offices3 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Supply Chain

Revenue model

1. Mystery Shopping Services: Core mystery shopping services including on-site, telephone, video, digital, and age verification mystery shopping. Deploys independent shoppers to evaluate service execution and operational consistency.
2. Customer Experience Management: Integrated CX solutions including benchmarking, customer surveys, customer support, and social media management.
3. Employee Engagement: Employee surveys, support, and rewards programs to measure and improve workforce experience.
4. Operational Excellence: Site audits, merchandising audits, and full service merchandising to ensure brand standards compliance.
5. Business Process Outsourcing: Contact center, direct sales, and market research BPO services.
6. CX Express Self-Serve: No-contract mystery shopping program with no minimums, allowing pay-per-visit ordering.
7. Consulting Services: CX consulting services to help design world-class metrics programs.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels8 records

Core offering

Market Force Information delivers a turn-key customer experience management suite covering Employee Engagement (surveys, support, rewards), Operational Excellence (mystery shopping, site and merchandising audits), and Customer Experience (benchmarking, customer surveys, omni-channel support, social media). The offerings are unified through the proprietary KnowledgeForce reporting platform and supported by a global shopper network that evaluates on-site, telephone, video, digital, and age-verification interactions. Enterprise clients subscribe to integrated performance measurement programs while SMB buyers access CX Express, a no-contract self-serve mystery shopping product.

Product overview

Market Force Information is a customer experience management platform offering an integrated suite of solutions organized across three core pillars: Employee Engagement (surveys, support, rewards), Operational Excellence (mystery shopping, site audits, merchandising), and Customer Experience Management (benchmarking, customer surveys, omni-channel support, social media). The flagship KnowledgeForce technology platform serves as the unifying reporting layer, integrating and visualizing performance data from all services. The product portfolio includes specialized mystery shopping variants (On-Site, Video, Digital, Telephone, Age Verification) alongside CX Express (no-contract option), the Eyes:On mobile auditing app, comprehensive merchandising services, and industry-specific benchmarking studies (grocery, petro-convenience, pizza, automotive, home improvement). Analytics and consulting services augment the technology-enabled measurement solutions. The company operates primarily in North America with registered offices in the UK, serving over 200 brands across restaurant, retail, automotive, telecom, financial services, and convenience industries.

Differentiator

Problem solved

Functional benefit

Brands

• Eyes:On Global: Mobile auditing and mystery shopping application for iOS and Android. Used by mystery shoppers and auditors for field auditing and GPS-enabled location services.
• KnowledgeForce
• CX Express

Products and services

• Mystery Shopping Comprehensive mystery shopping program deploying independent shoppers to evaluate service execution, hospitality, operational consistency, and brand standards across restaurant, retail, and other multi-location client locations, offered in on-site, telephone, video, digital, and age verification variants.
• CX Express Mystery Shopping Self-serve, no-contract, no-minimum mystery shopping program that allows clients to order, pause, or restart mystery shops at any time without long-term obligations, accessed via an online store.
• KnowledgeForce Reporting Proprietary technology platform that integrates and visualizes performance data from multiple sources (mystery shopping, customer surveys, employee feedback, site audits) into a unified dashboard for multi-location organizations.
• Eyes:On Mobile Auditing App Mobile and tablet application enabling field auditors and mystery shoppers to complete audits offline, capture photos, and submit real-time data from retail and restaurant locations, reducing man-hours and improving data quality.
• Site Audits Operational audits conducted at client locations to evaluate compliance with brand standards, facility conditions, and merchandising execution using the Eyes:On mobile auditing platform.
• Merchandising Audits Retail merchandising evaluation covering product placement, shelf presentation, promotional displays, pricing compliance, and competitive positioning at point-of-sale locations.
• Full Service Merchandising End-to-end merchandising services including product placement, labeling, positioning, inventory management, and in-store display execution to optimize retail presence.
• Customer Surveys Survey-based customer experience measurement collecting feedback on satisfaction, likelihood to return, likelihood to recommend, and key experience drivers across multi-location brands.
• Benchmarking Annual and ad-hoc benchmarking studies across industries including restaurants, grocery, automotive, home improvement, petro-convenience, and telecom, providing competitive CX comparisons and industry rankings.
• Employee Surveys Internal employee engagement measurement including satisfaction surveys, pulse surveys, and engagement assessments to understand workforce sentiment and improve retention.
• Employee Rewards Employee incentive and recognition programs designed to boost engagement, recognize performance, and support workforce retention for multi-location organizations.
• Employee Support Employee support services including training resources and empowerment tools to help staff deliver consistent customer experiences.
• Customer Support (Omni-Channel) Multi-channel customer service outsourcing including case management, social media engagement, and contact center operations to support client customer service needs, handling over 50,000 inbound contacts every month.
• Social Media Management Social media monitoring, review management, and customer engagement services to help brands track and respond to customer opinions across digital platforms.
• Analytics AI-powered analytics solutions including predictive modeling, advanced reporting, and data-driven dashboards to uncover game-changing insights and guide business decisions.
• Consulting CX consulting services helping clients design world-class metrics programs, interpret data insights, and develop customer experience improvement strategies.
• Contact Center (BPO) BPO contact center services providing customer support, inbound inquiries, and issue resolution for multi-location retail and restaurant brands.
• Direct Sales Services Business process outsourcing for direct sales operations, helping clients drive revenue through trained sales representatives across multiple locations.
• Market Research Custom market research services providing consumer insights, competitive analysis, and strategic guidance for multi-location organizations.
• Digital Customer Journey Mapping Service mapping the digital customer experience across web, mobile app, chat, and SMS touchpoints to identify pain points, optimize conversion, and improve digital experience delivery.
• 2025 Petro-Convenience CX Benchmark Study Annual consumer benchmarking study analyzing customer satisfaction, loyalty, motivations, and key experience drivers across petro-convenience and fuel station brands.
• 2025 UK Pizza Benchmark Study UK Pizza Panel Study revealing brand rankings and key CX drivers across the UK pizza market, including satisfaction, likelihood to return, and mobile/online ordering experiences.
• 2025 Grocery Panel Study Consumer benchmarking study evaluating grocery stores across brand image, loyalty, overall experience, pickup, delivery, and rewards to identify customer experience drivers and competitive positioning.

Quantifiable outcome

• 10x+ return on investment for clients
• +3 more outcomes

Named customers7 records

Segments8 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability6 records

Feature4 records

Scale indicators7 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• SMG (Service Management Group): SMG is a customer experience management and customer survey provider focused on multi-location retail, restaurant, and consumer brands. It is the most directly comparable peer to Market Force, with a similar mystery shopping, employee engagement, and CX benchmarking offering for enterprise multi-unit operators.
• InMoment: InMoment is a CX platform combining experience data (surveys, social, mystery shopping via acquired Competence Call Center) and AI-driven analytics for multi-location brands. It is a direct peer to Market Force, overlapping heavily on CX measurement, voice of customer, and benchmarking for enterprise multi-unit operators.
• MaritzCX: MaritzCX (part of Maritz) provides customer experience research, mystery shopping, and CX advisory services to enterprise clients, including automotive and retail. It directly competes with Market Force in CX measurement, benchmarking, and customer feedback analytics for multi-location brands.
• Intouch Insight: Intouch Insight is a Canadian CX measurement and mystery shopping company serving multi-location operators across North America with a self-serve platform (IntouchCheck). It directly overlaps with Market Force's CX Express self-serve motion and mystery shopping services for QSR, retail, and financial services.

Broad incumbents

• Medallia: Medallia is a leading enterprise experience management platform with text analytics, surveys, and journey orchestration. It is a broader incumbent that competes with Market Force in customer experience measurement, but operates at a much larger scale and across a wider portfolio than Market Force's mystery-shopping-centric offering.
• Qualtrics: Qualtrics is a large-scale experience management platform offering surveys, CX, EX, and product experience analytics. It is a broader incumbent competing in CX measurement and benchmarking, but as part of a much larger portfolio spanning market research and employee experience beyond mystery shopping.
• Ipsos: Ipsos is a global market research and consumer insights firm with a dedicated CX practice covering customer experience measurement, mystery shopping, and benchmarking. It competes with Market Force in CX research but operates at a much larger global scale across many research verticals.
• Kantar: Kantar is a global research and insights firm providing brand, consumer, and customer experience measurement. It is a broader incumbent that overlaps with Market Force's benchmarking and CX survey work, but at significantly larger scale and across a much broader portfolio of research services.

Emerging players

• Clarabridge: Clarabridge (now part of Qualtrics) is a customer experience analytics platform specializing in text and sentiment analytics for CX programs. It is an emerging/adjacent player with meaningful overlap on the analytics layer of Market Force's KnowledgeForce platform, particularly for omnichannel CX feedback.

Others

• Forrester Research: Forrester Research is a leading CX research and advisory firm publishing industry benchmarks and CX consulting. It is an adjacent/thematic player rather than a direct competitor, but is comparable because its research and advisory work directly intersects with Market Force's benchmarking and CX consulting services.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/MarketForce
• YouTubeyoutube.com/marketforce
• Facebookfacebook.com/MarketForce
• LinkedInlinkedin.com/company/market-force-information
• Instagraminstagram.com/marketforce

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Funding overview

Funding rounds6 records

Investors8 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A2 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Market Force Information