CFI Group Systemizes Customer Survey Data with New Project Management Tool

CFI Group's new technology solution provides businesses with project management capabilities, allowing easy management of customer feedback data

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CFI Group

Feb 12, 2013, 10:00 ET

ANN ARBOR, Mich., Feb. 12, 2013 /PRNewswire/ -- In effort to help companies easily share insights gleaned from customer satisfaction surveys, CFI Group, a customer satisfaction technology and analytics firm, today announced a new cloud-based project management tool, Online Action Planning (OAP). The new tool will enable organizations to easily share the feedback with others in the organization, empowering the company to quickly develop and implement action plans to address satisfaction issues.

As consumers continue to be solicited like never before on expressing their opinion, customer satisfaction feedback is coming back in droves. OAP integrates with CFI Group's Customer Feedback Insights Platform, giving operational executives and customer experience professionals the tools they need to proactively design, manage, and track their customer-driven initiatives.

"At the heart of a successful customer experience program is a plan to ensure that organizations act upon insights gained from measurement in a timely manner, "said Sheri Petras, CEO of CFI Group. "With CFI Group's Online Action Planning, managers and stakeholders can stay on top of tasks by monitoring the progress right within the tool. Reviewing, updating and managing the customer experience now can be done easily at any time."

Now combined with CFI Case Management, OAP delivers a core set of project management capabilities from within CFI's customer feedback platform, helping management teams translate customer insights into actions that drive meaningful business improvements and make significant impact on bottom line performance.

The new solution allows stakeholders to customize data through a variety of categories and assigned business units. Other functions of OAP include a set of management reports that track the progress of newly adopted business practices from start to finish, as well as:

Overall project management
Action planning
Task management
Task tracking
Business unit monitoring
Management reporting
Individual user performance monitoring

OAP also includes a set of hierarchical reports that allow managers to track progression of plans and tasks towards completion for each of their business units. These tools include color-coded dashboard views for ease of interpretation, and the ability to export activity lists in MS Excel format.

About CFI Group (www.cfigroup.com)

CFI Group is a global customer satisfaction 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.

SOURCE CFI Group