CFI Group

Customer satisfaction measurement/management

CFI Group

The CFI Group is a global leader in customer satisfaction measurement and management. Founded in 1988 by University of Michigan professor Claes Fornell, CFI Group brings the precision and accuracy of the American Customer Satisfaction Index (ACSI) methodology to its clients, applying the science of satisfaction to drive loyalty, word of mouth, revenue, and shareholder value.

Mon, 08/30/2010 - 06:00

Survey: Outsourcing Call Centers Is Bad for the Bottom Line U.S. corporations are getting the message that consumers don’t like dealing with offshore telephone agents

Mon, 08/30/2010 - 06:00

(CFI Group: Ann Arbor, MI) -- The fourth-annual Contact Center Satisfaction Index (CCSI) from the CFI Group finds that offshore contact centers not only score 27 percent lower in customer satisfaction than those based in the United States; they…

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