"CFI Group has shown us how to allocate resources more effectively at the corporate, regional, and local levels; enforce (or institute) accountability; and ensure that our improvement initiatives take into account what is best for not only our customers, but also for our employees and shareholders.  Results have consistently shown that locations successfully executing the program are maximizing their revenues - outperforming other branches in revenue growth by more than ten-fold."

"CFI Group has taught us the importance of taking the right actions to improve performance through increasing Customer Satisfaction. They have quantified that a one-point improvement in Customer Satisfaction will increase revenue by 2% for our company; more importantly, they have shown us the areas in which we need to invest to achieve that growth."

Steve Good, Chief Marketing Officer, Terminix (Division of the ServiceMaster Company)

"When we started working with CFI, our customer satisfaction score was down at 57 and we were ranked fifth among our main competitors. Now, less than three years later and following their insight and guidance into which levers to pull to have greatest effect, our score has risen to near 70, and we are ranked above all our main competitors. With our business-to-business customer relationship, adequate sample sizes are a problem for us. CFI Group's accurate and sensitive measurement system has been instrumental in allowing the analysis necessary to identify the improvement areas."

Adèle Palmer, Head of Customer Satisfaction - Business Improvement, BT Wholesale

"Since O2 started working with CFI Group in 2000, then as BT Cellnet, the O2 satisfaction score has improved significantly, bringing O2 in line with competitors and most recently outperforming competition. CFI's system of analysis pinpoints the drivers of customer satisfaction and precisely quantifies their relative impact; this has allowed O2 to focus improvement in the areas giving the greatest return. Five years on O2 is ranked as the UK's leading service provider for customer satisfaction."

Karen Armes, O2 Customer Insight Manager

"CFI Group provides InterFirst Wholesale Mortgage Lending with an invaluable customer relationship management tool. Through CFI Group, InterFirst is able to gauge its customers' satisfaction with the company, its practices and its products. By providing real-time feedback, CFI Group enables InterFirst to quickly deliver on its customers' needs, resulting in a high level of satisfaction and, ultimately, business performance."

William A. Newman, President InterFirst Wholesale Mortgage Lending (Division of ABN AMRO)

"We have been driving our business with the Balanced Scorecard approach. CFI Group's actionable, performance-driven experience has shown us the most effective and cost-efficient way to improve both Employee and Customer Satisfaction. A key benefit of working with CFI Group has been their ability to quantitatively link ESI to CSI to financial performance. Since our partnership began, our ESI has increased by 17% and our CSI by 26% - helping us to meet our financial performance objectives."

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