SOURCE: Qualtrics


November 12, 2014 08:20 ET

Qualtrics and CFI Group Partner to Combine World's Leading Insight Platform With Proven Power of the American Customer Satisfaction Index

PROVO, UT--(Marketwired - Nov 12, 2014) -  For organizations of all sizes, traditional product-based competitive advantage is a thing of the past. In recent years, customer experience has emerged as the only true source of differentiation. As such, businesses must implement programs that can measure the customers' perception of the experience and ultimately its impact on the bottom line. The American Customer Satisfaction Index (ACSI) is the only measure of its kind proven to predict the financial results attributable to customer satisfaction.

For this reason, Qualtrics has partnered with CFI Group to offer organizations the flexibility and automation of the Qualtrics platform with the proven benefits of the ACSI. As a founding partner of the ACSI, CFI Group is uniquely positioned to deliver this patented methodology via the Qualtrics platform.

"Most organizations have come to accept that measuring customer satisfaction is a business imperative. The ACSI is a unique measure that, when implemented properly, has clear bottom-line benefits for companies," said Jeff Harvey, Director, Global Alliances & Partners, Qualtrics. "This new partnership brings CFI Group's renowned expertise in delivering ACSI programs, together with Qualtrics flexible and robust insight technology platform."

Unmatched Flexibility and Expertise

The Qualtrics partnership with CFI Group offers the unmatched flexibility of Qualtrics with the powerful insights available via the ACSI.

The ACSI methodology is integrated with Qualtrics Site Intercept to help companies dynamically measure the customer experience across multiple channels, benchmark performance, and prioritize improvements for maximum impact. Researchers, marketers and customer experience professionals use Qualtrics Site Intercept to create, target and launch dynamic web content quickly without assistance from IT. The resulting data informs the development of website functionality and usability enhancements.

With an intuitive point-and-click interface and nine intercept types targeting over 20 behavioral, location, and device-type variables, Qualtrics Site Intercept, together with CFI Group's patented ACSI methodology, measures and benchmarks customer satisfaction. Importantly, ACSI's cause-and-effect algorithm predicts how website improvements will impact key business outcomes.

Key features and benefits of the Qualtrics and CFI Group partnership include:

  • Dynamic online reporting, including scores, frequencies, trends, and verbatim comments from customers and website visitors
  • Monthly benchmark reports including customer satisfaction drivers and future behaviors
  • Upgraded service tiers include quarterly insights analysis conducted by CFI research staff, as well as monthly Excel push reports

"Gathering customer feedback, and truly understanding how this impacts the bottom-line through the use of reliable analytics, is vital to the success of any business," says Sheri Petras, CEO of CFI Group. "CFI Group's partnership with Qualtrics to provide organizations with a robust technology and analytics methodology that delivers actionable data to proactively improve the customer experience and enhance profitability is a business imperative for companies of any size."

To learn more, visit the Qualtrics Innovation Exchange.

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About CFI Group

CFI Group is a global leader in providing customer feedback insights through analytics. CFI Group provides a technology platform that leverages the science of the American Customer Satisfaction Index (ACSI). This platform continuously measures the customer experience across multiple channels, benchmarks performance, and prioritizes improvements for maximum impact.

Founded in 1988 and headquartered in Ann Arbor, Michigan, CFI Group serves global clients from a network of offices worldwide. Our clients span a variety of industries, including financial services, hospitality, manufacturing, telecom, retail and government. Regardless of your industry, we can put the power of our technology and the science of the ACSI methodology to work for you.

About Qualtrics

Qualtrics is a rapidly growing software-as-a-service company and the provider of the world's leading insight platform. 6,600 enterprises worldwide, including half of the Fortune 100 and 99 of the top 100 business schools rely on Qualtrics technology. Our solutions make it fast and easy to capture customer, employee, and market insights in one place. These insights help our clients make informed, data-driven business decisions. Global enterprises, academic institutions, and government agencies use Qualtrics to collect, analyze, and act on voice of the customer, customer satisfaction, employee engagement, 360-degree reviews, brand, market, product concept, and employee feedback. To learn more, and for a free account, please visit

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