CFI Group's New Product Suite Helps Organizations Use Customer Satisfaction Feedback to Increase Financial Performance

ANN ARBOR, Mich., May 22, 2012 /PRNewswire/ -- CFI Group, a global leader in customer experience management (CEM) solutions, today announced the official rollout of its new technology platform.  The announcement was made during IQPC's 4th annual Customer Experience Summit in Miami.  

"Organizations are seeing the value in measuring customer satisfaction levels, but they don't always know what to do with the feedback they are receiving," said Sheri Petras, CEO of CFI Group. "We help companies break down the data and identify which improvements in the customer experience will yield the greatest ROI."

The new CFI platform was designed to offer customers a robust set of analysis and workflow tools that monitor and measure the customer experience across multiple channels. The technology platform is backed by more than 20 years of experience delivering predictive analytics around customer experience combined with the proven methodology of the American Customer Satisfaction Index (ACSI).

The current state of the economy continues to highlight the need for organizations to continuously monitor customer satisfaction and make improvements in areas that are going to provide them with the greatest return on investment.

"Using our methodology, we've been able to help our customers make strategic investments in ways that positively affect customer satisfaction with the greatest impact on financial performance.  The tools that are part of our new technology platform make it easier and more affordable for our customers to turn actionable customer feedback insights into positive results," added Petras.

The CFI technology platform combines ongoing monitoring of customer feedback with proprietary analysis tools that identify what the issues are and provides ways to increase satisfaction. The platform consists of three integrated suites and supporting toolsets to provide a comprehensive solution for organizations to listen, analyze and respond effectively to customer feedback.

• CF Monitor provides customers with the tools needed to continuously listen to the voice-of-the-customer through multiple channels, including brick-and-mortar locations, call centers, websites and even social media.  The suite also supports a variety of traditional and emerging data collection methods.
• CF Analyze is powered by a technology using the renowned science of the ACSI. Based on nearly 20 years of statistical research involving more than 45 different industries, this technology not only measures satisfaction but also predicts future behaviors and links satisfaction to financial results.
• CF Workflow helps organizations turn insights into action. With CF Workflow, time-sensitive information is delivered through alerts and push reporting. The solution also includes case management tools to help alleviate customer service issues and document management for organizing critical information about customer feedback. 

About CFI Group (www.cfigroup.com)
CFI Group is a global leader in providing advanced customer satisfaction analytics through a combination of its technology platform and its more than 20 years of market research experience. The CFI platform applies the science of the American Customer Satisfaction Index (ACSI) to continuously measure the customer experience across multiple channels, to benchmark performance and to prioritize improvements for maximum business impact. 

CFI Group, headquartered in Ann Arbor, MI, was founded in 1988 by Dr. Claes Fornell, one of the world's leading experts on customer satisfaction and inventor of the ACSI.  CFI Group serves global clients from a network of offices worldwide in a variety of industries, including financial services, hospitality, manufacturing, telecom, retail and government.

About The ACSI (www.theacsi.org)
The American Customer Satisfaction Index (ACSI) is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. The ACSI uses data from interviews with roughly 70,000 customers annually as inputs to an econometric model for measuring customer satisfaction with more than 225 companies in 47 industries and 10 economic sectors, as well as over 100 services, programs, and websites of federal government agencies.

ACSI results are released on a monthly basis, with all measures reported using a scale of 0 to 100. ACSI data have proven to be strongly related to a number of essential indicators of micro and macroeconomic performance. For example, firms with higher levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. Stock portfolios based on companies that show strong performance in ACSI deliver excess returns in up markets as well as down markets. And, at the macro level, customer satisfaction has been shown to be predictive of both consumer spending and gross domestic product growth. The Index was founded at the University of Michigan's Ross School of Business and is produced by ACSI LLC.

SOURCE CFI Group