CFI Group partners with the Federal Consulting Group (FCG) to provide the only certified American Customer Satisfaction Index (ACSI) customer experience analytics program. Our carefully designed measurement tools and our team of research experts enables agencies to understand and respond to and improve the citizen satisfaction with the agency experience.

CFI Group leverages the proven 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 increase engagement with your agencies and attract new visitors.

Measuring customer satisfaction is critical to any successful contact center center, but satisfaction scores alone don’t necessarily translate into clear action. Contact center satisfaction measurement from CFI Group offers measurement, results, and customized analysis to demonstrate the value of the contact center to the department or agency, putting metrics to work for you.

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

CFI Group brings a rich history of 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 agency needs to boost its performance, and then design a citizen or employee research program tailored for you.

CFI Group’s hybrid approach to charting a customer journey map uses qualitative research infused with quantitative data measurement. Scientific models on quantitative data uncover what matters most in improving the customer experience, as well as the impact touchpoints have on an organization’s desired outcomes, such as a greater degree of citizen trust and advocacy. The qualitative information CFI gathers illuminates what factors delight customers and where the organization is falling short. Leveraging the quantitative data with the qualitative context, CFI assists leadership in visualizing the customer journey map and optimizing resource allocation.

CFI Group partners with the Federal Consulting Group (FCG)* to provide the only customized American Customer Satisfaction Index (ACSI) customer experience analytics program. Our carefully designed measurement tools and our team of research experts enables agencies to understand and respond to the stakeholder experience.