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April 5, 2018

88% of Callers Who Reach an IVR Still End Up Speaking with a Live Agent

CFI Group’s Contact Center Satisfaction Index (CCSI) 2018 report shows that while the agent has the largest impact on the customer’s experience with customer service, companies […]
February 15, 2018

89% View Websites as the Primary Way They Interact with Agencies – February 15, 2018

A new CFI Group report shows that government agencies face a key challenge in delivering a satisfying website visitor experience. ANN ARBOR, Mich., February 15, 2018 […]
December 14, 2017

Credit Union Members Do Not Plan to Add Services in 2018 – December 14, 2017

A new study by CFI Group shows that only 20% of credit union members say that they plan to add services next year ANN ARBOR, Mich., […]
Featured Partners

CFI Group works together with these organizations to provide our clients with the most advanced solutions.
Clients

As one of the first CX measurement companies, CFI Group has helped hundreds of government, business and nonprofit organizations improve operations and strengthen customer relationships.
 
Careers

At CFI Group, we believe in working hard and playing hard. But it doesn't stop there. We also believe that it's important to give back to the communities in which we work. Employees have opportunities throughout the year to participate in community service such as Habitat for Humanity or Food Gatherers. We also take time to get to know each other outside the office at company outings and holiday events. And we love our corporate dog, Wilson.
 

Our Management Team

History

Since 1988, CFI Group has delivered customer experience measurement and business insights from its Ann Arbor, Michigan headquarters and a network of global offices. As founding partner of the American Customer Satisfaction Index (ACSI), CFI Group is the only company within the United States licensed to apply customized ACSI methodology in both the federal government and private sectors. Using this patented technology and top research experts, CFI Group uncovers the operational drivers and impact of customer and citizen experience.
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