Info

CFI Group offers a comprehensive system that quantifies the effects of quality improvements on customer satisfaction and economic returns. A version of the same methodology is used in the American Customer Satisfaction Index (ACSI) (www.theacsi.org), for which CFI Group has developed the software, licensing it to the National Quality Research Center at the Ross School of Business at the University of Michigan. This national economic indicator, published quarterly in major media outlets such as The Wall Street Journal, was introduced in 1994 by Professor Claes Fornell under the auspices of the University of Michigan (www.bus.umich.edu), the American Society for Quality (ASQ) (www.asq.org) and CFI Group. It monitors and benchmarks customer satisfaction across more than 200 companies and U.S. federal agencies. ACSI has demonstrated strong relationships to customer spending, corporate earnings and shareholder value, and thus sets a standard for customer satisfaction measurement throughout the world. The genesis for founding CFI Group was to bring this analytical power directly to the individual business enterprise. By applying the best statistical science and measurement, CFI Group provides Fortune 1000 and other worldwide clients with the ability to better measure and manage its most important economic assets. Studies show that many companies count increased employee and customer satisfaction among their most crucial goals, but very few are able to quantify the value of customer satisfaction or how employees contribute to it. Fewer still are able to identify ways to make customer satisfaction truly and predictably impact company financial performance. The CFI Group methodology, Customer Asset Management, offers the solution. We know of no other approach that duplicates it.