SOLUTIONS FOR GOVERNMENT

With a team of research experts and a patented ACSI analytics engine,
CFI Group is a leader in citizen satisfaction and employee engagement measurement.

SOLUTIONS FOR GOVERNMENT

With research experts and a patented ACSI analytics engine, CFI Group is a leader in citizen satisfaction measurement programs and survey design.

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

 
CITIZEN SATISFACTION

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.

 
 
EMPLOYEE ENGAGEMENT

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 workplace 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

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 workplace 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 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.

 
 
CONTACT CENTER SATISFACTION

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.

 
 
CONTACT CENTER SATISFACTION

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.

 
QUALITATIVE RESEARCH

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.

CUSTOM RESEARCH

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.

 
 
CUSTOM RESEARCH

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.

Our Partnership With Federal Consulting Group

 

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 the stakeholder experience.

*FCG offers an expedited clearance process with the Office of Management and Budget (OMB) for citizen satisfaction and employee engagement surveys. With FCG, we can launch your program in a matter of weeks.

 
 
 
 

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