Press/Events

Upcoming Event

CFI Group Gov CX Forum - May 15, 2019

Join CFI Group, the Federal Consulting Group (FCG), and agency professionals for an opportunity to explore best practices with your peers who measure and manage the customer or employee experience at their agencies. Presenters will share how they use feedback mechanisms to improve operations and fulfill the missions of their agencies. This event is open to government employees.


News


Press

May 15, 2019

62% OF RETAIL CUSTOMERS EXPECT AGENTS TO SEE ACTIVITY HISTORY

ANN ARBOR, Mich., May 15, 2019 – A new report by Radial and CFI Group provides retail customer insights from a survey of 500 online shoppers […]
May 2, 2019

GOVERNMENT CONTACT CENTER SATISFACTION DROPS TO 6-YEAR LOW

ANN ARBOR, Mich., May 02, 2019 – CFI Group’s 2019 Government Contact Center Satisfaction Index (GCCSI) fell to 63, as measured on a 0-100 scale, down […]
April 4, 2019

CUSTOMER SATISFACTION WITH CONTACT CENTERS IS DOWN

ANN ARBOR, Mich., Apr. 4, 2019 – CFI Group’s 2019 Contact Center Satisfaction Index (CCSI) slipped to 68, as measured on a 0-100 scale, down 3% […]
February 27, 2019

CUSTOMER SATISFACTION WITH FEDERAL WEBSITES REMAINS FLAT

ANN ARBOR, Mich., Feb. 28, 2019 – CFI Group’s 2019 Government Websites report shows that customer satisfaction with federal government websites remains at 73, as measured […]
February 1, 2019

CUSTOMER SATISFACTION WITH BANKS UP SLIGHTLY

CFI Group’s Bank Satisfaction Barometer (BSB) moves from 79 to 80 ANN ARBOR, Mich., Feb. 01, 2019 – CFI Group’s 2018 year-end Bank Satisfaction Barometer (BSB) […]
December 12, 2018

NEW REPORT: CREDIT UNION SATISFACTION INDEX (CUSI) EDGES UP

Satisfaction for CU members who experience a problem is 11 points lower than that of other members ANN ARBOR, Mich., Dec. 12, 2018 – CFI Group’s […]

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