CFI Group

CFI Group provides customer satisfaction measurement and consulting services through a proprietary methodology that helps organizations analyze customer, citizen, and employee satisfaction effectively. Founded in 1988 in Ann Arbor, US, CFI Group specializes in customer satisfaction measurement. The company was established by Claes Fornell, who has extensive experience in the field. The current leadership includes CEO Kevin Andrews and Sheri Petras.

CFI Group has not undergone any notable changes in business strategy or operations since its inception. CFI Group specializes in customer satisfaction measurement and consulting services primarily through its proprietary, cause-and-effect methodology. This unique approach empowers organizations to quantify and analyze customer, citizen, and employee satisfaction by identifying the operational drivers influencing the stakeholder experience. CFI Group’s core offerings include tailored measurement tools for various sectors, utilizing the American Customer Satisfaction Index (ACSI) methodology, which is recognized for its diagnostic capabilities and precise linkage to financial performance outcomes.

The company serves a diverse client base, including U. S. federal government agencies and a wide range of businesses across multiple industries, such as government services, finance, and customer service. Geographically, CFI Group's products are utilized in the United States and internationally, with specific focus on markets that require robust customer satisfaction metrics to enhance service delivery and operational effectiveness.

CFI Group generates revenue through B2B engagements, primarily offering consulting services and subscription-based access to its measurement tools. Transactions typically involve contracts with government agencies and corporations that seek to implement structured satisfaction measurement initiatives. These transactions often include initial setup fees for the measurement tools, followed by annual service fees for ongoing access to analytics and insights. The firm’s flagship offerings are intricately tied to the ACSI methodology, which aids clients in understanding their customer interactions at various touchpoints.

These services are designed to provide actionable insights that lead to enhanced customer experiences, ultimately driving revenue growth for their clients. Specific pricing plans for individual services may vary based on the scope and scale of the engagement, reflecting the customized nature of the solutions provided.