CFI Group Launches Social Media Monitor to Bolster Traditional Survey Process for Comprehensive Customer Satisfaction Feedback

New technology captures and analyzes customer perceptions through social media

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Nov 01, 2012, 08:44 ET

ANN ARBOR, Mich., Nov. 1, 2012 /PRNewswire/ -- CFI Group, a global leader in customer experience management (CEM) solutions, announced a new offering, CFI Social Media Monitor, to capture and analyze social media conversations and use in conjunction with CFI Group's Customer Feedback Insights Platform.

The CFI Platform offers customers a robust enterprise feedback management (EFM) system that provides the right tools to measure customer experience across multiple channels. As a complement to a traditional survey program, CFI Social Media Monitor is equipped to monitor what social media users are saying about companies 24 hours a day, seven days a week.

"Receiving unsolicited feedback about your brand presents a multitude of opportunities," said Terry Redding, Director of Product Development for CFI Group. "Ultimately, this feedback offers anecdotes about customer perception that are not typically gauged in traditional surveys. This information includes early indicators of looming problems, competitive intelligence and immediate and ongoing insights to customer behavior."

CFI Social Media Monitor provides feedback about an organization and analyzes that feedback around topics, sentiment and frequency. The tool gives organizations the opportunity to receive real-time updates on their customers and identify issues before they prove to be problematic. It has the ability to connect directly with customers through conversations on Twitter or Facebook, while also monitoring Pinterest, YouTube and blogs.

With the social media dashboard, organizations can watch sentiment and buzz trends to understand patterns of customer loyalty and measure customer satisfaction so improvements can be prioritized for maximum financial impact. CFI Social Media Monitor provides context and color around structured survey data and identifies business areas that should undergo further analysis.

As a component of the CFI Platform, CFI Social Media Monitor allows companies to leverage existing satisfaction drivers for consistency, benchmark against similar organizations, and combine survey and social media analysis over the same time period to better understand their strengths and weaknesses. The dashboard allows companies to quickly respond to customer satisfaction trends.

About CFI Group (www.cfigroup.com)
CFI Group is a global leader in providing advanced customer-satisfaction analytics through a combination of its Customer Feedback Insights EFM platform and it's 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, Mich., was founded in 1988 by Dr. Claes Fornell, one of the world's leading experts on measuring customer satisfaction and developer 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 the only uniform, cross-industry measure of customer satisfaction proven to predict financial results. Developed at the University of Michigan's Ross School of Business, the ACSI is a leading economic indicator of consumer spending in the United States.

The ACSI measures more than 225 companies and organizations across 47 industries, representing close to half of the U.S. economy. Nearly 20 years of data from the ACSI show that customer satisfaction is an indicator of financial results on both macro and microeconomic levels, including shareholder value and cash flow volatility. The U.S. government also uses the ACSI as the gold standard of satisfaction measurement for its agencies.

SOURCE CFI Group