Case Study: Fast-growing telecommunications provider achieves market-share growth and improved customer retention with CFI Group

Fast-growing Company - Customer Case Study

Fast-growing Company, a relatively new telecommunications provider offering local phone, cable TV, broadband and ISP services, faced long-entrenched competitors with virtual market monopolies. CFI Group stepped in using its customer feedback analytics platform grounded in the science of the American Customer Satisfaction Index (ACSI) to diagnose customer experience and operational gaps.

CFI Group linked operational metrics to customer experiences and implemented targeted actions—workshops to root out billing/IT/service issues, training and procedures to align technicians and subcontractors, simplified systems and CSR training, increased staffing, and incentive pay tied to customer satisfaction. Those changes delivered measurable improvements in customer retention and acquisition across multiple markets, helping Fast-growing Company build a stellar reputation and threaten established competitors.