Case Study: Financial Services Provider achieves higher customer satisfaction, retention and revenue with CFI Group

Financial Services Provider - Customer Case Study

Financial Services Provider faced a rapidly changing market—digital channels, mobile apps and shifting customer expectations—yet lacked the reliable customer insight needed to prioritize product, branch and service investments. They engaged CFI Group to apply its ACSI‑based analytics and technology platform to measure customer experience across channels, identify key satisfaction drivers, and reduce uncertainty in cross‑sell, retention and investment decisions.

CFI Group implemented continuous measurement, advanced segmentation, branch‑level monitoring, prioritized action plans and training to convert insights into targeted initiatives. The results were measurable: a 1% rise in CSI predicted a 1% increase in deposits for wealth customers, a 0.86% volume lift (≈$0.5B) per 1% CSI gain, more than 30% growth in cross‑sell, a 5% improvement in retention and materially improved profitability and scalability — demonstrating CFI Group’s clear business impact.