CUSTOMER SATISFACTION WITH FEDERAL WEBSITES REMAINS FLAT
ANN ARBOR, Mich., Feb. 28, 2019 – CFI Group’s 2019 Government Websites report shows that customer satisfaction with federal government websites remains at 73, as measured on a 0-100 scale, unchanged...
View ArticleCUSTOMER SATISFACTION WITH CONTACT CENTERS IS DOWN
ANN ARBOR, Mich., Apr. 4, 2019 – CFI Group’s 2019 Contact Center Satisfaction Index (CCSI) slipped to 68, as measured on a 0-100 scale, down 3% from 2018. Private sector CCSI historically has run a...
View ArticleGOVERNMENT CONTACT CENTER SATISFACTION DROPS TO 6-YEAR LOW
ANN ARBOR, Mich., May 02, 2019 – CFI Group’s 2019 Government Contact Center Satisfaction Index (GCCSI) fell to 63, as measured on a 0-100 scale, down 7% from 2018. According to the new report,...
View Article62% OF RETAIL CUSTOMERS EXPECT AGENTS TO SEE ACTIVITY HISTORY
ANN ARBOR, Mich., May 15, 2019 – A new report by Radial and CFI Group provides retail customer insights from a survey of 500 online shoppers designed to understand their experiences across the...
View ArticleNew Retail Report: Live Chat, In-Store Pickup, and Ship to Store Boost the...
43% of online retail customers are more likely to purchase from a retailer that offers online chat ANN ARBOR, Mich., August 23, 2019 – A new retail report based on a survey conducted by CFI Group and...
View ArticleNew Retail Report: Customers Are Looking for More Value out of Loyalty Programs
63% of retail customers say offering faster delivery influences signing up for loyalty membership ANN ARBOR, Mich., December 4, 2019 – A new retail report by CFI Group and Radial shows that 38% of...
View ArticleCFI Group Partners with Medallia to Deliver Exceptional Customer Experience...
ANN ARBOR, Mich., February 19, 2020 – CFI Group, a leader in CX solutions with over 20 years of expertise working with every U.S. Executive Branch Department, today announced that it has partnered...
View ArticleFive Ways Credit Unions Can Keep Beating Banks in CX
CFI Group study highlights the most impactful areas of credit union customer experience ANN ARBOR, Mich., Mar. 04, 2020 – CFI Group’s 2019 year-end Credit Union Satisfaction Index (CUSI) is 83, as...
View ArticleFederal Government Websites More Important Than Ever for Serving the Public
ANN ARBOR, Mich., Apr. 14, 2020 – This year’s release of CFI Group’s 2020 Government Websites report comes at a time when use of government websites is unprecedented due to the COVID-19 pandemic....
View ArticleAgent Knowledge Drives Value in Service Interactions
ANN ARBOR, Mich., May 20, 2020 – A new report by Radial and CFI Group provides retail customer insights from a survey of 500 online shoppers designed to understand their experiences across the...
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