Latest ACSI Data
Cell Phones 79.0 ◄► 0.0%
Fixed-Line Phone Services 70.0 ◄► 0.0%
Internet Service Providers 62.0 ▼ -3.1%
Subscription TV Service 62.0 ▼ -3.1%
Video-on-Demand Service 68.0
Video Streaming Service 75.0
Wirelesss Phone Service 74.0 ▲ +1.4%
Airlines 73.0 ▼ -2.7%
Hotels 76.0 ◄► 0.0%
Internet Travel Services 78.0 ▼ -1.3%
Cooperative Utilities 77.0 ▼ -1.3%
Investor-Owned Utilities 75.0 ◄► 0.0%
Municipal Utilities 75.0 ▲ +4.2%
Ambulatory Care 77.0 ◄► 0.0%
Hospitals 76.0 ▲ +1.3%
Consumer Shipping 81.0 ◄► 0.0%
Department & Discount Stores 77.0 ▼ -1.3%
Gasoline Stations 76.0 ◄► 0.0%
Health & Personal Care Stores 79.0 ▲ +1.3%
Internet Retail 82.0 ▼ -1.2%
Specialty Retail Stores 79.0 ▼ -1.3%
Supermarkets 79.0 ▲ +1.3%
E-Commerce 81.5 ▼ -1.1%
Financial Advisors 81.0 ◄► 0.0%
Banks 81.0 ▲ +1.3%
Credit Unions 82.0 ◄► 0.0%
Health Insurance 73.0 ▲ +1.4%
Internet Investment Services 79.0 ▼ -1.3%
Life Insurance 78.0 ▼ -1.3%
Property and casualty insurance 80.0 ▲ +2.6%
THE CFI GROUP DIFFERENCE
CFI Group measures customer, citizen, and employee satisfaction using its patented, cause-and-effect methodology that is recognized for its superior precision, diagnostic approach, and linkage to financial results. Add in our expert consultants to uncover powerful insights, user-friendly online tools, renowned benchmarks, and over thirty years of experience and it’s easy to understand why CFI Group continues to be the go-to source for customer satisfaction measurement and consulting for U.S. federal government agencies and businesses of all types.
- PATENTED TECHNOLOGY: CFI Group is a founding partner of the American Customer Satisfaction Index® (ACSI). We are the only company within the United States licensed to apply customized ACSI methodology in both the government and business sectors.
- EXPERTISE: Using top research experts and the patented technology, CFI Group uncovers the operational drivers of customer satisfaction for businesses and federal government agencies.
- ACTIONABLE INSIGHTS: CFI Group delivers customer, citizen, and employee insights and analysis that improve satisfaction and drive organizational performance.
- LONGEVITY: As one of the first CX measurement companies, CFI Group has been monitoring the customer experience since 1988.
FEATURED CLIENTS
FEATURED RESOURCES
- Date
- May 8, 2018
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_May2018-release.pdf/ icon-download left description Contact centers play a critical role in a retailer’s success. Professional agents who are well integrated with the […]- Date
- April 24, 2018
AUTHOR by David Ham | April 25, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Customer feedback enables customers to tell a company how well […]- Date
- April 5, 2018
center Download Infographic https://cfigroup.com/wp-content/uploads/CFI-ccsi-2018-infographic.pdf icon-download left Download Press Release https://cfigroup.com/ccsi-2018-press-release/ icon-download left description Contact centers are big business. Consulting firm A.T. Kearney estimates the global contact […]- Date
- February 27, 2018
AUTHOR by Saraswati Kheterpal Mehta | February 27, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Customer complaints represent opportunity. Organizations that effectively act on […]- Date
- February 22, 2018
AUTHOR by David Ham | February 22, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Expectation questions in a survey can provide value as customer […]- Date
- February 19, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | February 20, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- February 15, 2018
We see four opportunities for government website managers to continue this improvement: Don’t forget the Boomers+, Design for Digital Wayfinding, Remember desktops/laptops, and Ensure market demand for new apps.- See more at: https://cfigroup.com/resource-item/government-websites-2017/#sthash.HtCcxpnV.dpuf- Date
- February 9, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | February 9, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]
THE CFI GROUP PROCESS
Monitor and Measure
the Whole Experience
CFI Group uses the American Customer Satisfaction Index (ACSI) methodology to measure the experience across all touchpoints.
Discover and Analyze
Insight that Matters
CFI Group's consulting team applies their expertise to identify insights and opportunities for your organization to improve.
Prioritize and Act
to Improve Performance
CFI Group works with government agencies and businesses to translate these insights into clear actions that produce results.