CFI Group

Introducing the #ACSI’s Federal Efficiency Metric. As the Biden administration celebrates record gains in #CustomerSatisfaction and the incoming Trump administration focuses on reforms, the ACSI launches the "Efficiency Gap" metric. This tool highlights performance variations across federal agencies, with top performers like the Department of the Interior (+13%) and gaps at agencies like the IRS (-9%). Evaluating process #efficiency, accessibility, #CustomerService, and websites, this metric offers actionable insights for improving services. As the Department of Government Efficiency (DOGE) begins reform efforts, this data will be vital for identifying improvement opportunities and maintaining high-value services like the national parks system. Learn more: https://bit.ly/3DZQYQo

The #ACSI's 2024 Federal Government Study highlights #CustomerSatisfaction with federal services. Top-performing agencies include the U.S. Office of Personnel Management (OPM), the U.S. Department of Homeland Security, and the Department of Agriculture, USDA. Notably, government websites outperform call centers, and complaint handling has also improved, surpassing several private industries. Learn more: https://lnkd.in/ebPDjXix

New data from the #ACSI shows that overall user satisfaction with search engines and information sites is stable, with an ACSI score of 80 (out of 100), while social media improves for the third consecutive year, up 1% to 74. Key findings include: 🌐 Google leads with an increase to 81, followed by DuckDuckGo at 79. Bing and Yahoo also showed improvements due to new AI-enhanced search features. 📱 TikTok is now the leader among major platforms, rising to 78, while YouTube dropped to 77. 📱 Meta platforms Instagram and Meta Facebook significantly improved, reaching 76 and 69, respectively. LinkedIn also increased to 76, tying with Instagram. Both search and social media platforms are integrating AI, which is positively impacting user satisfaction. The study suggests careful use of AI in advertising and content delivery to avoid potential declines in user satisfaction due to privacy concerns. For more insights, see the ACSI’s full Search and Social Media Study: https://bit.ly/4deYbbI

The #ACSI’s 2024 Restaurant and Food Delivery Study reveals key trends and customer preferences in the dining sector. Our findings include: ➡️ Fast food slightly improved by 1% to a score of 79, with Chick-fil-A Restaurants continuing to lead despite a small decline from last year ➡️ As lower-income consumers cut back on restaurant spending, brands such as Olive Garden and Chili's focus on their value propositions, and in turn, satisfaction rises 4% to 83 and 80, respectively. ➡️ The new food delivery category debuted with a score of 73! Uber Eats leads among major brands, reflecting the growing importance of convenience for consumers balancing work and personal commitments The study underscores that restaurants that focus on quality, operational excellence, and value can thrive despite economic uncertainties. As dining out becomes increasingly perceived as a luxury due to inflation, the emphasis on customer satisfaction has never been more critical. Get the full details: https://lnkd.in/gh9TEW-c

The #ACSI’s Wireless Phone Service and Cell Phone Study found that #customersatisfaction with wireless service overall climbed 3%, while Mobile network operators (#MNOs) and full-service mobile virtual network operators (#MVNOs) each improved their customer satisfaction scores by 3% and 4% respectively. Cell phone satisfaction also increased by 3%. Trends include: 📱 Samsung Electronics tied with Apple for the top cell phone manufacturer but beat out #Apple for the top spot among #5G phones 📶 Despite making the category’s biggest leap at 6%, UScellular and Verizon (up 1%) share the bottom at 74. See what else we found: https://lnkd.in/dvUew-FS

The #ACSI has found that #customersatisfaction has reached an all-time high of 78 out of 100, recovering dramatically from its 20-year low less than two years ago. This growth in satisfaction, however, is tempered by a slower increase in consumer spending and #GDP, signaling a cautious yet positive economic outlook. This record level of #CSAT underscores its critical role in forecasting consumer behavior and economic trends, offering key insights for businesses navigating these uncertain times. See more details: https://lnkd.in/gsA92EPy

According to the  #ACSI’s 2023-2024 Travel Study, #travel is back! Some key takeaways: ✈️ The airline industry has reached an all-time high #customersatisfaction score of 77, following its second consecutive 1% year-over-year improvement. 🚗 New to ACSI measurement in 2024, the rideshare industry debuts with two major competitors, Lyft and Uber, deadlocked with customer satisfaction scores of 76. 🛏️ Gains across the lodging customer experience reflect a return to normal operations, improved staffing levels, and the adoption of technology innovations introduced during the pandemic. 🧳 And more! Get more details on our findings ahead of your summer vacation trips: https://lnkd.in/ghSBR9DE

The 2023-2024 #ACSI Energy Utilities Study is here! After four years of flat performance, residential #customersatisfaction improved by 4% to an ACSI score of 75 as gains across the #customerexperience outweighed concerns about rising utility rates. While efforts to rebuild and strengthen energy utility infrastructure are underway with extraordinary support from the federal government, these projects will take time. See where each company ranked, and get more insights: https://lnkd.in/ghk7c5GV

New data: we found in our 2023-2024 Finance Study that all four industries measured — banks, credit unions, financial advisors, and online investment — experience upticks in #customersatisfaction. Credit unions, fueled by strong improvements in value perceptions and better customer experience ratings for ATMs, call centers, and interest rates, end a five-year slide with a 5% surge year over year. See which companies earned the top spot for their categories: https://lnkd.in/g5pJrqYp

Kelly Stallard and Jennifer Waugh enjoyed attending the Medallia Experience ’24 conference last week! Lots of exciting announcements from Medallia and great insights shared during #MedalliaEXP!