eNewsroom for: CFI Group

News from CFI Group:

Demographic Reality: Consumers Expect More, Faster; Contact Centers Struggling to Provide It

Contact Center Satisfaction Index falls to 68, the lowest score since 2007 ANN ARBOR, Mich., Oct. 5, 2016 /PRNewswire/ — Consumer satisfaction with contact centers is at an all-time low, driven by the inability of contact centers to resolve issues on the first call and a growing impatience consu…

Holiday Retail Report: Free Shipping is the Ticket to Increase Online Shopping Cart Sizes During the Holidays

ANN ARBOR, Mich., Sept. 21, 2016 /PRNewswire/ — As online retailers prepare for the ultra-competitive holiday season, advanced knowledge of consumers' preferences informs decision makers about the services and offers that will attract the most customers during the year-end shopping r…

Customer Satisfaction with Government Contact Centers Unchanged as Citizens Consider Interactive Voice Response Systems a Barrier

Just 4% of IVR users got the information they needed from the automated system; telephone still most popular method of contact ANN ARBOR, Mich., July 12, 2016 /PRNewswire/ — Citizen satisfaction with government contact centers was a modest 67 on a 0-100 scale in CFI Group's latest Governme…

Retail Report: Full Range of Shipping Options is Essential to Meet Modern-Day Shoppers' High Expectations

ANN ARBOR, Mich., May 10, 2016 /PRNewswire/ — Understanding the preferences of today's discerning omnichannel shopper can be challenging, but one thing is quite clear: Provide them a full range of shipping options or risk losing them to a competitor. Logo – http://photos.prnews…

New CFI Group Study Profiles the Online Citizen

ACSI study released today looks at government website users – who they are and what matters most in user experience ANN ARBOR, Mich., March 16, 2016 /PRNewswire/ — CFI Group announced the release of the 2016 Government Websites Study. This study provides much needed information about cit…

Retail Report: Optimizing Loyalty Programs and Product Reviews Can Increase Brand Loyalty

ANN ARBOR, Mich., Nov. 11, 2015 /PRNewswire/ — Loyalty programs and product reviews are standard offerings in today's retail world, but a company's ability to match those services to the demands of an increasingly discerning customer base will drive brand loyalty and advocacy. Logo…

Study Shows Banks Would Be Wise to Integrate Electronic and Personal Channels, Increase Community Involvement

CFI Group's 2015 Bank Satisfaction Barometer shows satisfied, stable customer environment ANN ARBOR, Mich., Oct. 20, 2015 /PRNewswire/ — While overall customer satisfaction levels with the banking industry remained nearly identical from previous years, two clear satisfaction-bui…

Credit Union Members Have Exceptional Level of Customer Satisfaction; Rise in Technology Doesn't Diminish Importance of Branch Locations

CFI Group releases third Credit Union Satisfaction Index using patented American Consumer Satisfaction Index methodology ANN ARBOR, Mich., Sept. 22, 2015 /PRNewswire/ — The customer satisfaction level of credit union members continues to be among the highest of all industries measured by C…

Product Availability and On-Time Deliveries Matter Most to Consumers During Peak Holiday Shopping Season

ANN ARBOR, Mich., Aug. 25, 2015 /PRNewswire/ — Uncovering the latest insights into the online shopper's expectations during the holiday shopping season, a new survey by eBay Enterprise and CFI Group reveals that consumers desire multiple ordering and more shipping options; while provi…

Government Contact Center Satisfaction Index Rises Slightly, Still Lags Behind Private Sector

Improvements by CMS and DOE drive overall score boost; web-based contact climbing ANN ARBOR, Mich., June 17, 2015 /PRNewswire/ — Citizen satisfaction with government contact centers improved from the previous year but still lags behind the private sector, according to the CFI Group's Go…

Harmonious Omnichannel Shopping Experience is Becoming an Expectation for Savvy Consumers

CFI Group and eBay Enterprise reports the average shopping experience is no longer either in-store or online; it's an interwoven process and shoppers are finding flaws ANN ARBOR, Mich., May 19, 2015 /PRNewswire/ — With 96 percent of consumers now using both a store's physical locati…

Customers are Less Satisfied with Retail Experience Overall; Technology is Critical to Driving Improved Perceptions

  CFI Group's Retail Satisfaction Barometer 2015 shows satisfaction drops across 4 of 5 segments; however, consumer-facing, in-store technology is driving better experiences ANN ARBOR, Mich., April 29, 2015 /PRNewswire/ — Despite economic indicators that show the recession is…

Contact Center Satisfaction Index Rises Slightly in 2014, Reports CFI Group Study

Results highlight importance of live customer service agents to contact center experience ANN ARBOR, Mich., Feb. 25, 2015 /PRNewswire/ — After dropping significantly the previous year, consumer satisfaction with contact centers rebounded slightly in 2014, according to the CFI Group'…