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- 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
- 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
- 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
- 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
- October 28, 2019
CFI Group applies the cause-and-effect techniques of the American Customer Satisfaction Index (ACSI) to help measure employee engagement - See more at: https://cfigroup.com/resource-item/gov-employee-engagement/#sthash.mwSKJ00M.dpuf- Date
- May 2, 2019
center WHAT WE DO WHAT WE DO CFI Group helps public-sector organizations understand citizen and employee perspective by measuring experience, analyzing results, and recommending key areas […]- 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
- 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
- January 29, 2019
center Download PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-PBGC-case-study.pdf icon-download left #45546d #45546d Description ABOUT PBGC The Pension Benefit Guaranty Corporation (PBGC) protects the retirement incomes of nearly 37 million American […]- 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
- May 18, 2018
center Description ABOUT CSBG AND OCS The Community Services Block Grant (CSBG) is a federal anti-poverty grant that funds the operations of a state-administered network of […]- 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
- 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 5, 2017
Executives should manage customer expectations, rather than raise the bar too high, at the first interaction.- Date
- September 28, 2017
Executives should manage customer expectations, rather than raise the bar too high, at the first interaction.- Date
- September 21, 2017
CFI Group applies the cause-and-effect techniques of the American Customer Satisfaction Index (ACSI) to help measure employee engagement - See more at: https://cfigroup.com/resource-item/gov-employee-engagement/#sthash.mwSKJ00M.dpuf- Date
- June 6, 2017
center Author by Kelly Stallard | June 06, 2017 no-repeat;center top;; auto 0px 15 default default Summary Customer experience metrics measure the experience when visiting the […]- Date
- April 28, 2017
center Description by Kelly Stallard | April 28, 2017 On March 16, President Trump revealed his fiscal 2018 Budget Blueprint. The Budget Blueprint eliminates numerous Federal […]- 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
- April 5, 2017
CFI Group applies the cause-and-effect techniques of the American Customer Satisfaction Index (ACSI) to help measure employee engagement - See more at: https://cfigroup.com/resource-item/gov-employee-engagement/#sthash.mwSKJ00M.dpuf- Date
- April 5, 2017
By taking the initiative to reboot workplace harassment prevention efforts, agencies can ensure a healthier workplace for their employees.- 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 27, 2017
center Description The Building Science Branch of the Federal Emergency Management Agency (FEMA) has an important mission—to reduce loss of life and property by creating disaster-resilient […]- 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 13, 2017
center How to Ensure Long-Term Profitability through Customer Satisfaction icon Description In today’s competitive marketplace, customer satisfaction is critical to long-term profitability. Customers whose needs and […]- Date
- March 13, 2017
center Description Applying the American Customer Satisfaction Index (ACSI) Technology to the Management of Government Services: Rationale, Rigor and Results The Government Performance and Results Act […]- Date
- March 12, 2017
center Description CFI Group Delivers American Customer Satisfaction Index (ACSI) Methodology: National Measure of Quality and Predictor of Corporate Performance Established in 1994, the American Customer […]- Date
- March 8, 2017
center Description Government contact center satisfaction was unchanged at a rating of 67 this year. Measured on a 0-100 scale, CFI Group’s Government Contact Center Satisfaction […]
