• Ambulatory Care77 0.0%
  • Consumer Shipping81+1.3%
  • Cooperative Utilities78+2.6%
  • Federal Government68.0+6.4%
  • Hospitals75 0.0%
  • Investor-Owned Utilities75+4.2%
  • Local Government72.5+13.3%
  • Municipal Utilities72+5.9%
  • U.S. Postal Service73 0.0%
Ambulatory Care77 0.0%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping81+1.3%
Cooperative Utilities78+2.6%
Credit Unions82.0+1.2%
Department & Discount Stores78+5.4%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations76+1.3%
Health & Personal Care78+6.8%
Health Insurance72.0+4.3%
Hospitals75 0.0%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail83+3.8%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities75+4.2%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities72+5.9%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores80+3.9%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73 0.0%
Wireless Telephone Service71+1.4%

Remarkable Knowledge.
Experience That Matters.


case studies

white papers

Government Websites 2016

This study provides much needed information about citizens' perceptions of agency websites, but also profiles the citizen visitors to understand...

Government Websites 2016 Infographic

A visual representation of Government Websites 2016 (scroll to download PDF). To download full report, click here....

ACSI Federal Government Report 2015

Citizen satisfaction with services of the U.S. federal government declines for the third consecutive year, down 0.8% to an ACSI...

The CFI Group Analytics Advantage

Established in 1994, the American Customer Satisfaction Index (ACSI) is a powerful economic indicator used to track trends in customer satisfaction...

Five Rules for B2B Success

With the ever-increasing rate of technological change, companies are more inclined to continually offer bigger,improved, feature-rich products or services, convinced...

Optimizing Customer Satisfaction and Maximizing Performance

Many organizations, especially those with successful customer satisfaction measurement programs, ultimately ask “When is enough really enough?” Their measurement-inspired action...

Top 10 Customer Satisfaction Survey Best Practices

1. Use Scientific Questionnaire Design. You probably already have a very good idea of what drives customer satisfaction. Customer service...

Measuring Your Way to Success

In today’s competitive marketplace, customer satisfaction is critical to long-term profitability. Customers whose needs and desires remain unmet will take...

Cost Cutting and Your Customer: What You Should Know about Scaling Back Strategically

Cost-cutting is a smart way for businesses to stay solvent in a rocky economy. But cutting the wrong costs could...

How to Balance Customer Satisfaction and Profitability

Improve your bottom line with customer satisfaction metrics that optimize satisfaction and maximize profit. Invest in too many customer touchpoints,...

Getting Started with Customer Journey Mapping

Customer Journey Mapping moves beyond just capturing feedback from customers and instead looks at all of the touchpoints, purchase stages,...

The American Customer Satisfaction Index (ACSI) Technology: A Methodological Primer

The purpose of this paper is to provide the reader with an overview of how the ACSI technology as delivered...

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Employee Engagement

How engaged are your employees with their jobs and how satisfied are they with their workplace? By finding the answers...

Website Measurement by CFI Group

You may call it Customer Experience Analytics, Voice of Customer, Customer Feedback or Customer Experience Management: at CFI Group, we call...

Customer Feedback Insights

CFI Group’s technology platform combines ongoing monitoring of customer feedback with predictive analytics that deliver insights for action to help...

Mobile Surveys From CFI Group

Smartphones are quickly becoming the preferred method for online browsing and communication for many of your key customers. According to Microsoft...

RetailMonitor by CFI Group

RetailMonitor by CFI Group offers state-of-the-art measurement, ready-to-access results, and in-depth analysis of retail performance to help you best satisfy your...

CallSat by CFI Group

CallSat offers state-of-the-art measurement, ready-to-access results, and in-depth analysis of your metrics to help you easily track and improve call...

Credit Union Barometer

Build strong, loyal, and profitable member relationships by knowing, not guessing, what is important to members. Credit Union Barometer by CFI Group...

Association Partnership Program

Improve member retention and gain more members by partnering with CFI Group to offer our service as a new benefit....

CFI Case Management

Creating satisfied customers is more than just providing great service. It requires an understanding of the entire customer experience involving...

CFI Online Action Planning

At the heart of a successful customer experience improvement program is a well-designed and managed action plan to ensure that...

CFI Document Management

Quickly respond to customer satisfaction needs when all of your documents are organized on the CFI platform. Cloud-based Document Management...

CFI Social Media Monitor

As a complement to your formal survey program, CFI Social Media Monitor listens to and analyzes millions of conversations giving...

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