Cicis Selects Market Force Information to Deliver Industry-leading Customer Experience
Pizza Buffet Chain Taps Customer Experience Management Firm to Aid Growth, Revitalization
October 18, 2017- LOUISVILLE– Market Force Information® (Market Force), a leader in customer experience management, has been tapped by leading pizza buffet chain Cicis to ensure an exceptional customer experience for each guest, every day, at all its restaurants across the country.
Cicis will leverage Market Force’s suite of customer experience solutions, including customer satisfaction surveys, contact center services, store evaluation reporting technology and social media monitoring capabilities, to gather customer feedback and measure execution on brand standards. Cicis will have a centralized, comprehensive view of this data available on KnowledgeForce® allowing it to ensure each store is meeting guest expectations.
Cicis, with approximately 430 franchised and corporate-owned restaurants across 32 states, has successfully deployed a revitalization strategy since 2013, resulting in refined brand positioning and improved food quality, menu variety and guest experience. With plans to expand further in the next five years, Cicis was seeking a better way to monitor and maintain the high brand standards that it has instituted across all its locations.
“We understand the importance of delivering an exceptional customer experience for each guest at every restaurant, and have engaged industry leader, Market Force, to ensure we are capturing, integrating and visualizing all customer feedback from a variety of sources,” said Cicis CEO Darin Harris. “By partnering with Market Force, we’re now able to analyze all of our performance metrics in a way that empowers our operators to take action on the key factors that impact guest perception, loyalty and, ultimately, financial results for each of their stores.”
Using Market Force’s measurement and reporting solutions, Cicis can measure against its brand standards and gauge customer satisfaction, allowing the chain to learn what matters most to customers, identify operational gaps and understand the financial ROI of targeted improvements.
“We are delighted to be partnering with Cicis to help the brand innovate its approach to customer experience management and integrate its disparate measures of restaurant performance to ensure they can continue to delight every guest on every visit,” said Brad Christian, managing director for Market Force Information. “With roughly 430 restaurants across the country, it can be challenging to ensure a holistic view of guest feedback and operational compliance measures for each restaurant. Cicis’ new customer experience management strategy allows it to simplify the review of multiple data streams and turn insights into profitable action.”
Focus areas for Cicis include key guest drivers such as store appearance, atmosphere, staff friendliness, food quality and food availability. In addition to experiential measurement, Cicis will also enable its operations team members to use Market Force’s Eyes:On mobile app™ to empower franchisees and business consultants to conduct on-site audits that assess their individual restaurant’s operational execution on brand standards.
About Market Force Information
Market Force Information® is a customer experience (CX) management company that provides location-level measurement solutions that help businesses protect their brand reputation, delight customers and make more money. Solutions include customer experience surveys, employee engagement surveys, mystery shopping, contact center services and social media review tracking, which are integrated into one technology and analytics platform, KnowledgeForce®. Founded in 2005, Market Force has a growing global presence, with offices in the United States, Canada, United Kingdom, France and Spain. It serves more than 200 clients that operate multi-location businesses, including restaurants, major retailers, grocery and drug stores, petro/convenience stores, banking & financial institutions and entertainment brands. The company has been recognized in 2017 as one of the top 50 market research organizations in the AMA Gold Report and by Forrester as a Breakout Vendor. For more information about Market Force, please visit us online http://www.marketforce.com.
Founded in 1983, Irving, Texas-based Cicis invented the Unlimited Pizza Buffet concept, offering guests a wide variety of pizzas, including stuffed crust, deep-dish and flatbreads, along with pastas, salads and desserts for dine-in, carry-out and catering. With nearly 430 restaurants in 32 states, Cicis has been ranked by Technomic as No. 1 in “most craveable pizza chains,” and Entrepreneur recognized Cicis on its Franchise 500 list in 2015. For more information about Cicis, visit cicis.com or Facebook.com/cicis. For franchising information, contact Michael Iglesias at firstname.lastname@example.org or 972-745-9313, or visit franchise.cicis.com.