Featured Partners
CFI Group works together with these organizations to provide our clients with the most advanced solutions.
CFI Group works together with these organizations to provide our clients with the most advanced solutions.
The American Customer Satisfaction Index (ACSI) is the only national cross-industry measure of customer satisfaction in the United States.
The Federal Consulting Group (FCG) works with federal agencies to improve the services and performance they deliver to or on behalf of the American people.
Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens.
Clients
As one of the first CX measurement companies, CFI Group has helped hundreds of government, business and nonprofit organizations improve operations and strengthen customer relationships.
As one of the first CX measurement companies, CFI Group has helped hundreds of government, business and nonprofit organizations improve operations and strengthen customer relationships.
Careers
At CFI Group, we believe in working hard and playing hard. But it doesn't stop there. We also believe that it's important to give back to the communities in which we work. Employees have opportunities throughout the year to participate in community service such as Habitat for Humanity or Food Gatherers. We also take time to get to know each other outside the office at company outings and holiday events. And we love our corporate dog, Wilson.
At CFI Group, we believe in working hard and playing hard. But it doesn't stop there. We also believe that it's important to give back to the communities in which we work. Employees have opportunities throughout the year to participate in community service such as Habitat for Humanity or Food Gatherers. We also take time to get to know each other outside the office at company outings and holiday events. And we love our corporate dog, Wilson.
Our Management Team
DR. CLAES FORNELL
Claes Fornell is the founder and chairman of the American Customer Satisfaction Index (ACSI). He is one of the world’s leading experts on Customer Satisfaction Measurement and Customer Asset Management and is responsible for the development and design of the ACSI, a national Economic Indicator, and for similar indices in Europe, South America, Africa and Asia. He is also the Chairman and founder of CFI Group, an international provider of customer satisfaction measurement technology services, and CSat Fund, a hedge fund that applies customer satisfaction data to stock portfolios.
Born and raised in Sweden, Claes Fornell received a Doctorate in Economics in 1976 from the University of Lund, Sweden and taught at Duke and Northwestern University after completing study as a Fulbright Scholar at the University of California at Berkeley. He is the Distinguished Donald C. Cook Professor (Emeritus) of Business Administration at the University of Michigan. He was awarded an honorary doctorate of Economics from the Stockholm School of Economics in 2009, honorary University professor at Tianjin University in 2007, and honorary university professor at Renmin University in 2005.
Claes Fornell has written more than 80 articles and books. He also has served on the editorial board of all the major academic journals in the field and regularly appears in both broadcast and print media as an expert on customer satisfaction and its implications on corporate performance and financial markets. According to a 2008 study by the Institute of Operations Research and Management Sciences (INFORMS), he is the most influential marketing scholar in the world in both business and academia.
Born and raised in Sweden, Claes Fornell received a Doctorate in Economics in 1976 from the University of Lund, Sweden and taught at Duke and Northwestern University after completing study as a Fulbright Scholar at the University of California at Berkeley. He is the Distinguished Donald C. Cook Professor (Emeritus) of Business Administration at the University of Michigan. He was awarded an honorary doctorate of Economics from the Stockholm School of Economics in 2009, honorary University professor at Tianjin University in 2007, and honorary university professor at Renmin University in 2005.
Claes Fornell has written more than 80 articles and books. He also has served on the editorial board of all the major academic journals in the field and regularly appears in both broadcast and print media as an expert on customer satisfaction and its implications on corporate performance and financial markets. According to a 2008 study by the Institute of Operations Research and Management Sciences (INFORMS), he is the most influential marketing scholar in the world in both business and academia.
Dr. Claes Fornell
Founder and Chairman
Founder and Chairman
SHERI PETRAS As the CEO of CFI Group, Sheri manages offices across four continents from our world headquarters in Ann Arbor, Michigan.
Sheri joined CFI Group in 2000, where she integrated Customer Satisfaction Metrics into client organizations at strategic and tactical levels. She soon became the director of U.S. Government and financial client projects. In 2006, CFI Group appointed Sheri to be a Partner. In 2008, she was chosen by the international board of directors to be the new CEO and worldwide managing partner. Prior to joining CFI Group, Sheri worked for Quaker Oats, Kraft foods and Kolcraft Enterprise.
Sheri joined CFI Group in 2000, where she integrated Customer Satisfaction Metrics into client organizations at strategic and tactical levels. She soon became the director of U.S. Government and financial client projects. In 2006, CFI Group appointed Sheri to be a Partner. In 2008, she was chosen by the international board of directors to be the new CEO and worldwide managing partner. Prior to joining CFI Group, Sheri worked for Quaker Oats, Kraft foods and Kolcraft Enterprise.
Sheri Petras
CEO
CEO
History
Since 1988, CFI Group has delivered customer experience measurement and business insights from its Ann Arbor, Michigan headquarters and a network of global offices. As founding partner of the American Customer Satisfaction Index (ACSI), CFI Group is the only company within the United States licensed to apply customized ACSI methodology in both the federal government and private sectors. Using this patented technology and top research experts, CFI Group uncovers the operational drivers and impact of customer and citizen experience.
Since 1988, CFI Group has delivered customer experience measurement and business insights from its Ann Arbor, Michigan headquarters and a network of global offices. As founding partner of the American Customer Satisfaction Index (ACSI), CFI Group is the only company within the United States licensed to apply customized ACSI methodology in both the federal government and private sectors. Using this patented technology and top research experts, CFI Group uncovers the operational drivers and impact of customer and citizen experience.