Market Force Adds Focus Group Capability

In the US, Market Force Information is extending its suite of CEM solutions with the addition of both in-person and online focus groups, via a partnership with data collection firm Focus Pointe Global.

Market Force provides location-level measurement solutions - such as customer experience and employee engagement surveys, mystery shopping audits, social media review tracking and contact center services - integrated into its KnowledgeForce tech and analytics platform. The new services will give clients qualitative insights about the attitudes, motivations, values and brand expectations of customers and prospects.

The partnership with Focus Pointe gives access to twenty focus group facilities across the country, with a panel of more than 1.6 million consumers and moderators. Market Force says the focus groups can be employed during or following the launch of a new customer experience program to help brands understand what matters most, as well as in the middle of a program to help brands gauge what consumers like and dislike about their strategy.

CEO Ray Walsh (pictured) comments: 'Aside from giving brands a wealth of data on the why behind consumers' perceptions, opinions, beliefs and attitudes, focus groups go a step further by enabling them to actually observe the consumers. Getting insights directly from customers, and even from competitors' customers, will ensure that we can develop and deploy holistic customer experience measurement programs that contribute to our clients' success'.

Web sites: www.marketforce.com and www.focuspointeglobal.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.