SOLUTIONS FOR BUSINESS

With a team of research experts and a patented ACSI analytics engine, CFI Group can help you
uncover and improve on the drivers of customer and employee satisfaction.

Latest ACSI Data

Airlines 75.0 ▲ +4.2%
Hotels 76.0 ▲ +2.7%
Internet Travel Services 79.0 ◄► 0.0%
Ambulatory Care 77.0 ◄► 0.0%
Consumer Shipping 81.0 ▲ +1.3%
Cooperative Utilities 77.0 ▲ +2.6%
Hospitals 75.0 ◄► 0.0%
Investor-Owned Utilities 75.0 ▲ +4.2%
Local Government 72.5 ▲ +13.3%
Municipal Utilities 72.0 ▲ +5.9%
U.S. Postal Service 73.0 ◄► 0.0%
Federal Government 68.0 ▲ +6.4%

Why CFI Group?

 
CUSTOMER SATISFACTION

If your customers are more satisfied, will your business be more profitable? Sounds simple, but the answer is “Yes.” Higher customer satisfaction leads to repeat business and future recommendations, which, in turn, have bottom-line impact. But, there’s a catch. The only way to leverage and improve customer experience is to start with the right way to measure and understand it.

CFI Group’s Products and Services are based on the patented methodology of the American Customer Satisfaction Index (ACSI), which is the only measure of its kind proven to predict financial results.

EMPLOYEE ENGAGEMENT

Employee satisfaction is a proven indicator of an organization’s success. It reduces turnover and absenteeism, and also has a positive relationship with customer satisfaction.

CFI Group applies the cause-and-effect techniques of the American Customer Satisfaction Index (ACSI) to help measure employee satisfaction and determine which elements of the job experience will affect future employee behavior. Our consultants will help you target your efforts to maximize desired future behaviors, from lowering employee turnover and absenteeism to any other metric that drives your firm's success.

 
 
EMPLOYEE ENGAGEMENT

Employee satisfaction is a proven indicator of an organization’s success. It reduces turnover and absenteeism, and also has a positive relationship with customer satisfaction.

CFI Group applies the cause-and-effect techniques of the American Customer Satisfaction Index (ACSI) to help measure employee satisfaction and determine which elements of the job experience will affect future employee behavior. Our consultants will help you target your efforts to maximize desired future behaviors, from lowering employee turnover and absenteeism to any other metric that drives your firm's success.

 
WEBSITE SATISFACTION

CFI Group applies the proven scientific methodology of the American Customer Satisfaction Index (ACSI) to help your organization measure feedback from your website visitors and understand the connection between satisfaction and behaviors. Satisfaction is not an end goal. Rather, the goals of your website are to drive sales, build loyalty, increase engagement with your brand and attract new customers'.

CONTACT CENTER SATISFACTION

Measuring customer satisfaction is critical to any successful call center, but satisfaction scores alone don’t necessarily translate into clear action. CallSat, the call center satisfaction measurement solution from CFI Group, offers measurement, results and customized analysis to prove the value of the call center to the entire enterprise, putting metrics to work for you.

 
 
CONTACT CENTER SATISFACTION

Measuring customer satisfaction is critical to any successful call center, but satisfaction scores alone don’t necessarily translate into clear action. CallSat, the call center satisfaction measurement solution from CFI Group, offers measurement, results and customized analysis to prove the value of the call center to the entire enterprise, putting metrics to work for you.

 
QUALITATIVE RESEARCH

The need to talk with customers to uncover issues salient to them has become increasingly obvious over the past several years. What has not become obvious, however, are the techniques needed to uncover such issues accurately and in-depth. CFI Group’s system utilizes qualitative one-on-one customer interviews specifically designed to cover both issues identified as relevant by management personnel and to allow customers to voice their opinions, concerns and desires which might otherwise be left unknown to management.

CUSTOM RESEARCH

CFI Group brings a rich history of market research expertise to its clients. Many of our staff members have over 20 years of market research experience and are eager to help clients leverage our methodology and technology in a tailored way. The CFI Group team of professionals will help you identify the particular customer experience insights your business needs to boost its performance and then design a custom research program to deliver them.

 
 
CUSTOM RESEARCH

CFI Group brings a rich history of market research expertise to its clients. Many of our staff members have over 20 years of market research experience and are eager to help clients leverage our methodology and technology in a tailored way. The CFI Group team of professionals will help you identify the particular customer experience insights your business needs to boost its performance and then design a custom research program to deliver them.

 
MORTGAGESAT

Developed in partnership with STRATMOR Group specifically for mortgage companies, MortgageSAT provides direct, actionable buyer feedback. Drive retention and referral rates higher by truly understanding how borrowers view your mortgage process.

The MortgageSAT platform delivers borrower feedback directly to your front line managers 24/7. Got a problem? Find out immediately so you can begin recovery as soon as possible. Thinking longer term? ACSI predictive models give you the confidence to act.

The Power of the ACSI

As founding partner of the American Customer Satisfaction Index (ACSI), CFI Group is the only company within the United States licensed to apply ACSI methodology in both the federal government and private sectors. Using this patented technology and top research experts, CFI Group uncovers the operational drivers and impact of the customer experience.

With the proven methodology of the ACSI, you can:

  • Understand how satisfied your customers are today, using a credible and time-tested system.
  • Quantify the impact of satisfaction on your customers’ intent to buy from you again, choose your brand over the competition, and recommend your company and products to others.
  • Predict the impact of service and product improvements on customer experience, loyalty, recommendation, and other metrics with bottom-line impact.
  • Prioritize improvements based on a credible metric so that you make investments where you’ll realize the greatest ROI—in customer experience, loyalty, sales, and other areas vital to your business.
  • Benchmark against other leading organizations and established customer satisfaction indexes.

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