Citizen Satisfaction Measurement
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- June 6, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- June 2, 2023
by David Ham June 1, 2023 I will start by stating the obvious, inflation is forcing consumers to make tradeoffs and difficult decisions. This puts businesses […]- Date
- May 16, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- August 1, 2022
by David Ham August 1, 2022 Five years ago, I wrote a blog that asked, Is This a ‘Hook-Up’ or a Long-Term Relationship? The post was […]- Date
- May 24, 2022
by Omar Khan May 24, 2022 A few years before getting my first job as a consultant, I spent a summer abroad in the United Arab […]- Date
- May 10, 2022
center Description CFI’s Sheri Petras joins the podcast to discuss her organization’s latest report about government customer service MAY 10, 2022 You can listen to the […]- Date
- March 29, 2022
by David Ham March 29, 2022 It seems a couple familiar unfavorites, inflation and shrinkflation, have a new buddy: skimpflation. Basically, we’re paying more and getting […]- Date
- March 4, 2022
by David Ham March 9, 2022 Years ago, I had a client that was an issuer of both retail-branded and major credit cards. I found it […]- Date
- February 4, 2022
by Rebecca Lennington February 4, 2022 We’re already a month into 2022 and while things are far from perfect, there have been promising indications that they’re […]- Date
- December 14, 2021
by David Ham December 15, 2021 As the pandemic continues, so do instances of rude behavior. Anne Marie Chaker summarized this phenomena rather well in her […]- Date
- November 23, 2021
by Rebecca Lennington| November 23, 2021 It’s “the most wonderful time of the year” again. We’re celebrating our second holiday season with everyone’s least favorite guest, […]- Date
- July 7, 2020
center A new CFI Group report shows government contact center satisfaction rose slightly to 64, as measured on a 0-100 scale, up 1% from 2019. According […]- Date
- June 2, 2020
center Since 2007, CFI Group has conducted an extensive study of customer satisfaction contact centers using the proven technology powered by our patented customization of the […]- Date
- May 27, 2020
center Description Brian Michael, VP & GM Public Sector at Medallia and Sheri Petras, CEO at CFI Group, join the podcast to look at a survey […]- Date
- May 2, 2019
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-gccsi-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-GCCSI-2019-PressRelease.pdf right icon-download left A new CFI Group report shows government contact center satisfaction fell […]- Date
- June 20, 2018
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-gccsi-2018-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-GCCSI2018-press-release-final.pdf right icon-download left The Government Contact Center Satisfaction Index (GCCSI) 2018 is releasing in […]- 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
- April 27, 2017
center Description The past decade has brought dramatic improvement in the technology and systems available to contact center managers providing multi-channel service and support to US […]- Date
- April 7, 2017
center Description no-repeat;center top;; auto Description Sheri Petras talks with Federal Drive’s Tom Temin on Federal News Radio. Sheri and Tom discuss CFI Group’s recent study […]- Date
- March 28, 2017
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
- March 23, 2017
center Description The Federal Consulting Group (FCG) has partnered with CFI Group to help government agencies measure citizen satisfaction so they can continually strive to improve […]- Date
- March 23, 2017
center Description Why Is It Important For Federal Agencies To Measure Customer Satisfaction? Federal agencies measure customer satisfaction so they can identify and understand citizen […]
