CFI Group Italia S.r.l.

CFI Group Italia (Italian branch of CFI Group) was founded in Italy in 1997 from the union of two great experiences in the world of research: Giampaolo Fabris, one of the leading experts in the sociology of consumption and brand value of our country, and Claes Fornell, one of the world’s leading experts in Customer and Employee Satisfaction and founder of the ACSI (American Customer Satisfaction Index – http://theacsi.org). CFI Group is the marketing research institute specialized in Customer Asset Management, the scientific methodology that explains the relationship between customer satisfaction and the financial performance of the company to predict its future profits. CFI Group transforms the “Voice of the Customer” into strategies immediately attributable to measurable results: it provides key performance parameters that allow you to identify improvement opportunities to maximize the return on investment. Making strategic decisions on solid and documented scientific bases is the secret to developing the most important assets of every company: customers and employees. Through the methodological strictness of the most sophisticated scientific measurement systems, and the experience of researchers, CFI Group finds the most appropriate solutions to respond to the information needs of companies.

Management team

Our President is Claes Fornell, while Sheri Petras and John Cattier are our Members of the Board of Directors. Giovanni Monaco is our Managing Director and Member of the Board of Directors.

Specializations

The ACSI Methodology The CFI Group research is the result of over 30 years of studies conducted at the University of Michigan Business School and the National Quality Research Center (NQRC). The CFI Group methodology was chosen to measure the official indicator of American consumer satisfaction: the American Customer Satisfaction Index (ACSI). Since 1994, the ACSI has measured consumer satisfaction on a national scale: it covers 43 industries (including e-commerce and e-business) and over 200 companies and government agencies, federal or local, for a total of 10 sectors, equal to approximately 60% of US GDP. In addition to being one of the most accredited macroeconomic indicators in the United States, the ACSI has a real predictive value on the Stock market index performance demonstrated by research, capable of providing fundamental indications for the future of companies. The results at the economic macro-sector level are published free of charge with the analysis reports on the website  www.theacsi.org. Each company can participate in the survey to obtain specific results on its own reality and/or individual market players. In Italy, CFI Group uses the ACSI methodology in various business sectors:

• ORGANIZED RETAIL
• BANKING & FINANCE
• ENERGY AND GAS
• TRANSPORT
• DURABLE GOODS
• FMCG
• LUXURY
• MEDIA & BROADCASTING
• EMPLOYEE
• B2B – SERVICES FOR BUSINESSES