Dr. Claes Fornell | March 01, 2019
CFI Group Founder and Chairman Dr. Claes Fornell has been called the “Father of Satisfaction.” This year the American Customer Satisfaction Index (ACSI) celebrates 25 years. Dr. Fornell founded the ACSI in 1994 at the University of Michigan, in conjunction with the American Society for Quality and CFI Group. For 25 years he has been writing, speaking, and publishing on aspects of consumer and customer satisfaction, and his work is widely cited, and you have started a number of companies, including CFI Group, ForeSee, and the ACSI ETF.
We had the chance to speak briefly with Dr. Fornell to get his thoughts on CFI Group’s customized ACSI model, measuring satisfaction in government, and methods for handling customer satisfaction data.
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