Case Study: Outdoor Outfitter triples stock price and lifts ACSI to 89 with CFI Group

Outdoor Outfitter - Customer Case Study

Outdoor Outfitter, a leading provider of hunting, fishing, camping and related outdoor merchandise, faced persistent variability in store performance and wanted to weave customer satisfaction into its corporate culture. The retailer engaged CFI Group to diagnose why some stores excelled while others underperformed, using CFI Group’s tactical customer surveys and continuous satisfaction measurement tools.

CFI Group identified the practices and behaviors that most influenced satisfaction, launched a longer tactical survey to boost participation, and provided tools to measure and share customer satisfaction from corporate to store level. As a result, Outdoor Outfitter’s ACSI score improved by four points to 89 and the company’s stock price has tripled; Outdoor Outfitter now regards CFI Group as a permanent, indispensable partner.