Customer satisfaction in a changing economy: results from the American customer Satisfaction Index (ACSI)

摘要

Established in 1994, the American Customer Satisfaction Index (ACSI) is a uniform and independent measure of household consumption experience. A powerful economic indicator, the ACSI tracks trends in customer satisfaction and provides valuable benchmarking insights of the consumer economy for companies, industry trade associations, and government agencies. The ACSI is produced through a partnership of the University of Michigan Business School, the American Society for Quality, and the international consulting firm CFI group. The ACSI reports scores on a 0-100 scale at the national level. It measures 7 economic sectors, 40 industries (including e-commerce and e-business), 200 companies, 50 segments of federal agencies, two types of local services, and the U.S. Postal Service. In addition to company-level satisfaction scores, the ACSI produces scores for the causes and consequences of customer satisfaction and details their relationships.