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CFI Group Releases Member Satisfaction, Benchmarking Tool

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ANN ARBOR, Mich. (6/18/13)--CFI Group, a customer satisfaction technology and analytics firm, has released a tool to help credit unions measure the member experience across the organization and benchmark themselves against a Credit Union Satisfaction Index.

Powered by the American Customer Satisfaction Index (ACSI), Credit Union Barometer is a self-service, standardized survey program.

"Understanding what drives member satisfaction today and focusing on investments to maintain and improve these drivers is critical to future success," said Terry Redding, CFI Group vice president of product development. "Credit Union Barometer allows credit unions to administer an ongoing survey program and receive a detailed look at how to improve member satisfaction."

The new program allows credit unions to perform historical trend analysis and slice results by branch and member demographics. With these insights, credit unions can drill down to identify problem areas and respond to real time e-mail alerts of unsatisfied member feedback.

CFI Group provides a technology platform that leverages the ACSI and continuously measures the customer experience across multiple channels, benchmarks performance, and prioritizes improvements for maximum impact.

The ACSI is a uniform, cross-industry measure of customer developed at the University of Michigan's Ross School of Business. It measures more than 225 companies and organizations in 47 industries, representing close to half of the U.S. economy.