CFI Group, a customer satisfaction measurement and analytics firm, has been awarded patent No. 8,666,515. This patent adds new analytic capabilities to the statistical modeling engine used by the American Customer Satisfaction Index (ACSI) research organization.
With this patent, the mathematics and modeling supporting the ACSI have been enhanced to reflect the latest in statistical modeling techniques. The original ACSI modeling engine was developed at CFI Group in cooperation with the University of Michigan.
CFI Group also announced last week that it is now the exclusive partner of the ACSI. Companies that want to apply the power and insights of the ACSI methodology for customized measurements can contract directly with CFI Group to design and implement customer satisfaction research projects.
"Benchmarking performance and gathering customer feedback through reliable analytics is crucial to the success of any company," said Sheri Petras, CEO of CFI Group, in a statement. "CFI Group's exclusive partnership with the ACSI provides our clients with actionable insights to improve customer experience and enhance profitability."
Leveraging the science of the ACSI, CFI Group serves a variety of clients in retail, financial services, the government sector, professional services, transportation, healthcare, and other industries. The ACSI methodology is used by more than 500 companies and organizations worldwide. The company also conducts research for its annual Contact Center Satisfaction Index.