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Since companies are placing increasing
reliance on non-financial measures,
such as employee and customer
satisfaction, to supplement traditional
accounting data, the demand for
CFI Group's services continues
to grow. The core of our expertise
is the ability (1) to determine
the relationship between those
non-financial measures and economic
results and (2) based on an understanding
of this relationship to develop
actions for enhancing shareholder
value by helping clients best
leverage employee and customer assets.
We are focused on enhancing the economic value of our clients' customer base and human capital in order to ensure growth in shareholder value. Our approach is grounded in superior scientific measurement.
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.
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