Case Study: Five Guys achieves stronger guest loyalty and sales growth with Market Force

Five Guys Burgers and Fries serves up tasty profits

Five Guys, a fast-growing franchise restaurant chain, faced the challenge of managing its brand and ensuring consistent, outstanding customer experiences across all its locations to drive referral-based growth, its primary source of new business. To address this, they partnered with vendor Market Force and implemented its customer reporting platform, KnowledgeForce, to measure operational performance and guest satisfaction.

Market Force’s solution combined mystery shopping, customer satisfaction surveys, and contact center feedback to provide franchisees with the data needed to pinpoint and improve the behaviors that matter most to customers. The results included a 1% to 3% increase in same-store sales linked to operational improvements, over 70% of consumers being highly likely to recommend Five Guys, and the identification of a $15 million revenue recovery opportunity.

Five Guys

Jerry Murrell

Founder