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 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 the citizen experience with the federal government.

Founded by Dr. Claes Fornell

1988
Founded by Dr. Claes Fornell

Stockholm, Sweden office opens

1991
Stockholm, Sweden office opens

ACSI Founded

1994
ACSI Founded

ACSI founded in partnership with CFI Group, University of Michigan, and American Society for Quality (ASQ)

Milan, Italy Office Opens

1997
Milan, Italy Office Opens

London, UK Office Opens

1997
London, UK Office Opens

1st Patent

2001
1st Patent

1st patent awarded to CFI Group for ACSI analytics modeling engine

Foresee Results Founded

2001
Foresee Results Founded

Foresee Results co-founded by CFI Group and Compuware

Shanghai, China office opens

2002
Shanghai, China office opens

Published “The Satisfied Customer”

2007
Published “The Satisfied Customer”

Dr. Claes Fornell publishes the book “The Satisfied Customer”

Launched SaaS software platform

2008
Launched SaaS software platform

ForeSee sold to Answers.com

2013
ForeSee sold to Answers.com

2nd Patent Awarded

2014
2nd Patent Awarded

2nd patent awarded to CFI Group for ACSI analytics modeling engine