Customer Satisfaction Measurement
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- October 17, 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
- September 19, 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
- September 7, 2023
by David Ham | September 7, 2023 With the amount of money involved in professional sports contracts, the current trend toward deeper analysis makes good business sense. However, […]- Date
- August 22, 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
- July 25, 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 27, 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 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
- July 25, 2022
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-cusi-2018-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-CUSI-2018-PressRelease.pdf right icon-download left A new CFI Group credit union report shows members who experience […]- Date
- June 27, 2022
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-cusi-2018-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-CUSI-2018-PressRelease.pdf right icon-download left A new CFI Group credit union report shows members who experience […]- 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 18, 2022
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-cusi-2018-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-CUSI-2018-PressRelease.pdf right icon-download left A new CFI Group credit union report shows members who experience […]- Date
- April 25, 2022
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-cusi-2018-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-CUSI-2018-PressRelease.pdf right icon-download left A new CFI Group credit union report shows members who experience […]- 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
- January 18, 2022
by Mark Galauner January 18, 2022 “You are what you do, not what you say you will do.”- Carl Jung We all know the saying about […]- 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
- April 29, 2020
center The COVID-19 pandemic has changed the way nearly all Americans are working these days. In this unprecedented time, new data is in high demand and […]- Date
- April 14, 2020
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-cusi-2018-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-CUSI-2018-PressRelease.pdf right icon-download left A new CFI Group credit union report shows members who experience […]- Date
- March 4, 2020
center Download Press Release PDF icon-download left CFI Group’s 2019 year-end Credit Union Satisfaction Index (CUSI) is 83, as measured on a 0-100 scale, down three […]- Date
- December 27, 2019
AUTHOR by Mark Galauner | December 28, 2019 no-repeat;center top;; auto 0px 15 default default SUMMARY As it turns out, psychics and fortune tellers have plenty […]- Date
- December 19, 2019
AUTHOR by Justin Leopold | December 19, 2019 no-repeat;center top;; auto 0px 15 default default SUMMARY To gain buy-in throughout the organization, a top-down approach should […]- Date
- March 28, 2019
AUTHOR by David Ham | March 28, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Siloed customer data inevitably leads to service delivery issues, but […]- Date
- March 20, 2019
Sheri Petras | March 21, 2019 no-repeat;center top;; auto 0px As the CEO of CFI Group, Sheri manages offices across four continents from our world headquarters […]- Date
- March 1, 2019
Dr. Claes Fornell | March 01, 2019 no-repeat;center top;; auto 0px CFI Group Founder and Chairman Dr. Claes Fornell has been called the “Father of Satisfaction.” […]- Date
- February 27, 2019
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-cusi-2018-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-CUSI-2018-PressRelease.pdf right icon-download left A new CFI Group credit union report shows members who experience […]- Date
- February 1, 2019
center description The Bank Satisfaction Barometer (BSB) is 80, as measured on a 0-100 scale, up one point from 79 the previous year. The BSB measures […]- Date
- December 12, 2018
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-cusi-2018-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-CUSI-2018-PressRelease.pdf right icon-download left A new CFI Group credit union report shows members who experience […]- Date
- July 25, 2018
AUTHOR by David Ham | July 25, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY It is becoming conventional wisdom that respondents get annoyed with […]- Date
- June 19, 2018
AUTHOR by David Ham | June 19, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY A recent ACSI report shows that the subscription television sector […]- 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
- 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 1, 2018
AUTHOR by Kim Elliott | February 1, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Do your surveys feel more like a punishment instead of […]- Date
- January 9, 2018
AUTHOR by Kim Elliott | January 10, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY The rewards of collecting customer feedback far outweigh the risks. […]- Date
- December 14, 2017
center description The Credit Union Satisfaction Index (CUSI) is 84, as measured on a 0-100 scale. In this report we identify two key trends that should […]- Date
- December 12, 2017
center Description You probably already have a very good idea of what drives customer satisfaction. Customer service professionals can generally create surveys that, on the surface, […]- Date
- October 17, 2017
AUTHOR by David Ham | October 17, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Collecting customer feedback immediately after a contact center transaction can […]- Date
- October 13, 2017
center description The Bank Satisfaction Barometer (BSB) is 79, as measured on a 0-100 scale, dropping 3 points from the 5-year high of 82 in 2016. […]- Date
- September 19, 2017
234449714 ;c;; AUTHOR by David Ham | September 19, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Many mergers and acquisitions are viewed as an […]- Date
- September 8, 2017
232861560 ;c;; AUTHOR by David Ham | September 8, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Selecting, training, and retaining talented people to fill […]- Date
- August 30, 2017
center Author by David Ham | August 30, 2017 no-repeat;center top;; auto 0px 15 default default Summary In-store pickup can be a “win-win” for consumers and […]- Date
- August 24, 2017
230691585 ;c;; 20 default AUTHOR by Stefanie Morrison | August 24, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Contact centers should empower representatives to […]- Date
- August 23, 2017
center Author by Caroline Gooding | UK | August 23, 2017 no-repeat;center top;; auto 0px 15 default default Summary When evaluating new products or service offerings, […]- Date
- August 17, 2017
229993870 ;c;; AUTHOR by David Ham | August 017, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Asking customers to take a survey and then […]- Date
- August 1, 2017
227774257 ;c;; AUTHOR by David Ham | August 01, 2017 no-repeat;center top;; auto 0px 15 default default AUTHOR With so much focus today on creating promoters […]- Date
- July 25, 2017
An effective omnichannel strategy gives customers confidence that online information matches what will happen in-store.- Date
- May 16, 2017
center Description by David Ham | May 16, 2017 Society seems to have an attention span that is getting shorter and shorter. We (yes, I’m admittedly […]- Date
- April 24, 2017
It is critically important to have a workplace culture that solicits, listens to, and takes action on customer experience feedback.- Date
- April 18, 2017
Giving your people the flexibility to do the right thing for the customer can protect your organization from upsetting high value customers- Date
- March 27, 2017
Description Many retailers measure customer satisfaction based solely on the point of sale, but satisfaction and loyalty are often strongly cemented—and potentially damaged—by other stages […]- Date
- March 26, 2017
Description Mercedes Benz Financial Services USA LLC (MBFS), headquartered in Farmington Hills, Mich., with Business Center Operations in Fort Worth, Texas, provides brand-specific financial services […]- Date
- March 8, 2017
center Description INTRODUCTION Financial returns from an effective measurement program are the result of optimizing investments in customer satisfaction, that is, avoiding both under investment and […]- Date
- February 20, 2017
center Description The bank satisfaction barometer (BSB) is at a 4-year high of 82, as measured on a 0-100 scale, moving up 3 points from 79 […]- Date
- February 13, 2017
center Description The bank satisfaction barometer (BSB) is at a 4-year high of 82, as measured on a 0-100 scale, moving up 3 points from 79 […]- Date
- January 28, 2017
Description If you think managing a single contact center for a single brand is challenging enough, consider for a moment the case of eBay Enterprise. […]
