Case Study: Federal Emergency Management Agency (FEMA) achieves higher citizen satisfaction and stronger disaster resilience with CFI Group's ACSI methodology

FEMA - Customer Case Study

The Federal Emergency Management Agency’s Building Science Branch, which produces publications and trainings to help communities build disaster resilience, needed better feedback on how those materials met the needs of diverse audiences. To measure citizen satisfaction and link that feedback to actionable improvements, FEMA engaged CFI Group and its American Customer Satisfaction Index (ACSI) methodology and survey services (CFI has been a founding partner of ACSI and worked with FEMA since 2007).

CFI Group conducted satisfaction surveys for over 200 publications (2011–2016), built cause-and-effect models to identify key drivers, and benchmarked results against other agencies and the private sector. Those analyses revealed opportunities in understandability, usability, and availability and led FEMA to add clearer front-end material, expand training and digital delivery, and target distribution after disasters; the impact was measurable—FEMA’s printed publications scored an 83 on the ACSI in 2014 versus the federal government average of 66, and likelihood to recommend and reorder remained exceptionally high.

Federal Emergency Management Agency

Mai (Mike) Tong

Physical Scientist