Overview

CFI Group is a customer satisfaction measurement technology and analytics firm. CFI Group provides a Customer Feedback Management (CFM) technology platform that leverages the science of the American Customer Satisfaction Index (ACSI). This platform continuously measures the customer experience across multiple channels, benchmarks performance, and prioritizes improvements for maximum impact. Founded in 1988 and headquartered in Ann Arbor, Michigan, CFI Group serves global clients from a network of offices worldwide.

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New Report: 88% of Callers Who Reach an IVR Still End Up Speaking with a Live Agent

CFI Group's Contact Center Satisfaction Index (CCSI) 2018 report shows that while the agent has the largest impact on the customer's experience with customer service, companies must measure agent interactions within the context of the complete custom...
March 26, 2018 5:00 AM

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ACSI: Decline in Federal Government Satisfaction Slows

Citizen satisfaction with services of the federal government continues to slide, albeit at a slower pace, according to a report released today by the American Customer Satisfaction Index (ACSI). Satisfaction with the federal government drops 0.8 perc...
January 4, 2016 5:00 AM

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Latest Tweets

To effectively measure contact center satisfaction, companies must manage across three channels of the customer service journey: Digital Properties, Automated Interactions, and Professional Agents. http://cfi.gp/ipWh30jkS1w via @CFIGroup #ContactCenter #CX #CustomerExperience

April 5, 2018 4:40 PM

Customer experience is becoming a key area of focus for government agencies in 2018. http://cfi.gp/MxWQ30iOeyX via @CFIGroup #CX #CustomerExperience #CustomerService
March 7, 2018 4:29 PM

https://twitter.com/BlancaMoor/status/968541802184806400 CFI Group added, Blanca Moore @BlancaMoor Mobile Apps is a brand new industry: You Can't Afford to Ignore it: http:// tinyurl.com/TestApps2GP #RT Please pic.twitter.com/uEw6lwsiit 1

February 27, 2018 5:49 PM

Worried About Word of Mouth? Deliver a Great Experience http://cfi.gp/tVNO30iDqYG via @CFIGroup #CX #CustomerService

February 27, 2018 6:47 AM

Does Exceeding Expectations Drive Purchase Behavior? The idea of consistently exceeding customer expectations can be a trap. http://cfi.gp/XKGy30iycpG via @CFIGroup #CX #CustomerExperience