test webinar
[register_webinar type=single webid=8633202959756556289]
- All
- Blog Posts
- Book Excerpt - The Satisfied Customer
- BUSINESS
- Case Studies
- Citizen Satisfaction Measurement
- Contact Center Measurement
- Contact Center Measurement – Federal Government
- Custom Research
- Custom Research – Federal Government
- Customer Satisfaction Measurement
- Employee Engagement
- Employee Engagement – Federal Government
- FEATURED
- Gov Resources
- GOVERNMENT
- Info Sheets
- Publications
- Qualitative Research
- Qualitative Research – Federal Government
- Studies
- UK Resources
- UK Retail
- Video/Audio
- Website Satisfaction Measurement
- Website Satisfaction Measurement – Federal Government
- White Papers
- Date
- October 17, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- September 19, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- September 7, 2023
by David Ham | September 7, 2023 With the amount of money involved in professional sports contracts, the current trend toward deeper analysis makes good business sense. However, […]- Date
- August 22, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- July 25, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- June 27, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- June 6, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- June 2, 2023
by David Ham June 1, 2023 I will start by stating the obvious, inflation is forcing consumers to make tradeoffs and difficult decisions. This puts businesses […]- Date
- May 16, 2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from […]- Date
- August 1, 2022
by David Ham August 1, 2022 Five years ago, I wrote a blog that asked, Is This a ‘Hook-Up’ or a Long-Term Relationship? The post was […]- Date
- July 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
- June 27, 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
- May 24, 2022
by Omar Khan May 24, 2022 A few years before getting my first job as a consultant, I spent a summer abroad in the United Arab […]- Date
- May 18, 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
- 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
- March 29, 2022
by David Ham March 29, 2022 It seems a couple familiar unfavorites, inflation and shrinkflation, have a new buddy: skimpflation. Basically, we’re paying more and getting […]- Date
- March 4, 2022
by David Ham March 9, 2022 Years ago, I had a client that was an issuer of both retail-branded and major credit cards. I found it […]- Date
- February 4, 2022
by Rebecca Lennington February 4, 2022 We’re already a month into 2022 and while things are far from perfect, there have been promising indications that they’re […]- Date
- January 18, 2022
by Mark Galauner January 18, 2022 “You are what you do, not what you say you will do.”- Carl Jung We all know the saying about […]- Date
- December 14, 2021
by David Ham December 15, 2021 As the pandemic continues, so do instances of rude behavior. Anne Marie Chaker summarized this phenomena rather well in her […]- Date
- November 23, 2021
by Rebecca Lennington| November 23, 2021 It’s “the most wonderful time of the year” again. We’re celebrating our second holiday season with everyone’s least favorite guest, […]- Date
- July 30, 2020
center description After a promising start, 2020 has proven to be a year of nearly unprecedented upheaval for retail brands, many of which have struggled to […]- 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
- May 20, 2020
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI-Radial-May2020-release.pdf icon-download left description The pace of change in retail customer service in recent years has been profound, with new technologies and […]- 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
- March 4, 2020
center Download Press Release PDF icon-download left CFI Group’s 2019 year-end Credit Union Satisfaction Index (CUSI) is 83, as measured on a 0-100 scale, down three […]- Date
- December 27, 2019
AUTHOR by Mark Galauner | December 28, 2019 no-repeat;center top;; auto 0px 15 default default SUMMARY As it turns out, psychics and fortune tellers have plenty […]- Date
- December 19, 2019
AUTHOR by Justin Leopold | December 19, 2019 no-repeat;center top;; auto 0px 15 default default SUMMARY To gain buy-in throughout the organization, a top-down approach should […]- Date
- December 3, 2019
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_December2019-PressRelease.pdf icon-download left description A new retail report by CFI Group and Radial shows that 38% of customers generally avoid participating in […]- 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
- August 23, 2019
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_August2019-PressRelease.pdf icon-download left description A new retail report based on a survey conducted by CFI Group and Radial shows that today’s shoppers […]- Date
- June 12, 2019
center AUTHOR by Mark Galauner | June 29, 2019 no-repeat;center top;; auto 0px 15 default default Intro Data programs now have given anybody with a spreadsheet […]- Date
- May 27, 2019
center AUTHOR by Michael Maas | May 21, 2019 no-repeat;center top;; auto 0px 15 default default Intro Measuring customer satisfaction is now routine at just about […]- Date
- May 22, 2019
center AUTHOR by Sheri Petras | May 23, 2019 no-repeat;center top;; auto 0px 15 default default Intro NPS is a noisy and volatile metric. Companies that […]- Date
- May 22, 2019
center AUTHOR by Kirk Farber | May 22, 2019 no-repeat;center top;; auto 0px 15 default default Intro Customer experience with federal government services is now a […]- Date
- May 15, 2019
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_November2018-PressRelease.pdf icon-download left description The Retail Report for November shows that shoppers want to buy from an online retailer they believe has […]- 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
- April 4, 2019
center Download Infographic https://cfigroup.com/wp-content/uploads/CFI-ccsi-2018-infographic.pdf icon-download left Download Press Release https://cfigroup.com/ccsi-2018-press-release/ icon-download left description Contact centers are big business. Consulting firm A.T. Kearney estimates the global contact […]- Date
- March 28, 2019
AUTHOR by David Ham | March 28, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Siloed customer data inevitably leads to service delivery issues, but […]- Date
- March 20, 2019
Sheri Petras | March 21, 2019 no-repeat;center top;; auto 0px As the CEO of CFI Group, Sheri manages offices across four continents from our world headquarters […]- Date
- March 11, 2019
center AUTHOR by Kevin Grech | March 11, 2019 no-repeat;center top;; auto 0px 15 default default Intro The 21st Century Integrated Digital Experience Act (IDEA, H.R […]- Date
- March 1, 2019
Dr. Claes Fornell | March 01, 2019 no-repeat;center top;; auto 0px CFI Group Founder and Chairman Dr. Claes Fornell has been called the “Father of Satisfaction.” […]- 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
- February 15, 2019
center AUTHOR by Sheri Petras, CEO | February 15, 2019 no-repeat;center top;; auto 0px 15 default default Intro Two keys to successfully navigating the CX process […]- Date
- February 1, 2019
center description The Bank Satisfaction Barometer (BSB) is 80, as measured on a 0-100 scale, up one point from 79 the previous year. The BSB measures […]- 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
- December 19, 2018
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
- December 12, 2018
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
- November 9, 2018
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_November2018-PressRelease.pdf icon-download left description The Retail Report for November shows that shoppers want to buy from an online retailer they believe has […]- Date
- October 11, 2018
center Download Higher Ed PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-higher-ed-overview-2019.pdf icon-download left #45546d #45546d What we do WHAT WE DO CFI Group helps improve the campus experience by giving a […]- Date
- October 10, 2018
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_October2018-PressRelease.pdf icon-download left description The Retail Report for October shows that online retailers should understand Big Spenders, customers who spend $500+ annually […]- Date
- September 10, 2018
center Predicting the Future Adapted from Dr. Claes Fornell’s book | July 16, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference […]- Date
- August 2, 2018
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_August2018-pressrelease.pdf icon-download left description Retailers are finding that customer expectations for customer service are growing more challenging. Increasingly, customers expect online tools […]- Date
- July 25, 2018
AUTHOR by David Ham | July 25, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY It is becoming conventional wisdom that respondents get annoyed with […]- Date
- July 16, 2018
center Predicting the Future Adapted from Dr. Claes Fornell’s book | July 16, 2017 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference […]- Date
- July 11, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | July 11, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- July 9, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | July 09, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- July 5, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | July 05, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- 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
- June 19, 2018
AUTHOR by David Ham | June 19, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY A recent ACSI report shows that the subscription television sector […]- 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
- May 8, 2018
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_May2018-release.pdf/ icon-download left description Contact centers play a critical role in a retailer’s success. Professional agents who are well integrated with the […]- Date
- April 24, 2018
AUTHOR by David Ham | April 25, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Customer feedback enables customers to tell a company how well […]- Date
- April 5, 2018
center Download Infographic https://cfigroup.com/wp-content/uploads/CFI-ccsi-2018-infographic.pdf icon-download left Download Press Release https://cfigroup.com/ccsi-2018-press-release/ icon-download left description Contact centers are big business. Consulting firm A.T. Kearney estimates the global contact […]- Date
- February 27, 2018
AUTHOR by Saraswati Kheterpal Mehta | February 27, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Customer complaints represent opportunity. Organizations that effectively act on […]- Date
- February 22, 2018
AUTHOR by David Ham | February 22, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Expectation questions in a survey can provide value as customer […]- Date
- February 19, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | February 20, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- 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
- February 9, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | February 9, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- February 1, 2018
AUTHOR by Kim Elliott | February 1, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY Do your surveys feel more like a punishment instead of […]- Date
- January 30, 2018
center AUTHOR A Look at the ACSI Federal Government Results | January 30, 2018 ACSI Federal Government Report 2017 no-repeat;center top;; auto 0px 15 default default […]- Date
- January 25, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | January 25, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- January 18, 2018
center AUTHOR Adapted from Dr. Claes Fornell’s book | January 18, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- January 14, 2018
center Filtering Adapted from Dr. Claes Fornell’s book | January 15, 2018 The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference no-repeat;center top;; […]- Date
- January 9, 2018
AUTHOR by Kim Elliott | January 10, 2018 no-repeat;center top;; auto 0px 15 default default SUMMARY The rewards of collecting customer feedback far outweigh the risks. […]- Date
- December 14, 2017
center description The Credit Union Satisfaction Index (CUSI) is 84, as measured on a 0-100 scale. In this report we identify two key trends that should […]- 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
- November 14, 2017
center description Retailers face a variety of fulfillment choices as they seek to maximize sales this holiday season: Should they offer free shipping? Will shoppers be […]- Date
- October 17, 2017
AUTHOR by David Ham | October 17, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Collecting customer feedback immediately after a contact center transaction can […]- Date
- October 13, 2017
center description The Bank Satisfaction Barometer (BSB) is 79, as measured on a 0-100 scale, dropping 3 points from the 5-year high of 82 in 2016. […]- Date
- October 5, 2017
Executives should manage customer expectations, rather than raise the bar too high, at the first interaction.- Date
- October 3, 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
- September 21, 2017
Executives should manage customer expectations, rather than raise the bar too high, at the first interaction.- Date
- September 19, 2017
234449714 ;c;; AUTHOR by David Ham | September 19, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Many mergers and acquisitions are viewed as an […]- Date
- September 8, 2017
232861560 ;c;; AUTHOR by David Ham | September 8, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Selecting, training, and retaining talented people to fill […]- Date
- August 30, 2017
center Author by David Ham | August 30, 2017 no-repeat;center top;; auto 0px 15 default default Summary In-store pickup can be a “win-win” for consumers and […]- Date
- August 24, 2017
center description Retailers face a variety of fulfillment choices as they seek to maximize sales this holiday season: Should they offer free shipping? Will shoppers be […]- Date
- August 24, 2017
230691585 ;c;; 20 default AUTHOR by Stefanie Morrison | August 24, 2017 no-repeat;center top;; auto 0px 15 default default SUMMARY Contact centers should empower representatives to […]- Date
- August 23, 2017
center Author by Caroline Gooding | UK | August 23, 2017 no-repeat;center top;; auto 0px 15 default default Summary When evaluating new products or service offerings, […]
