American Customer Satisfaction Index (ACSI)
Nearly two decades of data from the ACSI shows the cause-and-effect link between customer satisfaction and financial performance. For example, firms with higher levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. Stock portfolios based on companies that show strong performance in ACSI deliver excess returns in up markets as well as down markets. And, at the macro level, customer satisfaction has been shown to be predictive of both consumer spending and gross domestic product growth.
Developed at the University of Michigan, the ACSI is the only uniform, national, cross-industry measure of customer satisfaction. The Index tracks satisfaction with more than 300 companies and over 100 federal or local government services, websites, and programs.
ACSI’s methodology has been adopted worldwide as a leading macro- and micro-level indicator by universities, governments, and countries including the United Kingdom, Sweden, Singapore, Korea, Turkey, Mexico, Colombia, Dominican Republic, Indonesia, Malaysia, Brazil, Portugal, South Africa, Kuwait, and Barbados.
The distinguishing feature of the ACSI® methodology is its patented cause-and-effect approach to customer satisfaction measurement. The technology behind the ACSI identifies key drivers of satisfaction and computes the impact that each of these drivers has on customer satisfaction, loyalty, and firm financial performance.
When applied to your organization, the unique cause-and-effect methodology of the ACSI will show the satisfaction level of your customers today—and allow you to predict the satisfaction level of your customers tomorrow—based on product or service changes that your organization may make. Finally, the ACSI translates customer satisfaction into financial performance—the incremental revenue or profit that satisfaction delivers.
“Top ACSI-scoring companies outpace the S&P 500 by a significant margin.”
The science of satisfaction, which is the foundation of the ACSI, is a combination of methodological advances in econometrics, psychometrics, and neuroscience that make it possible to assign metrics to things one cannot see, such as customer satisfaction (or consumer utility). The ACSI methodology not only makes it possible to measure customer satisfaction, it puts the resulting variable into a system of structural equations that provide valuable insights to identify which steps will improve an organization’s satisfaction the most and to predict financial consequences.ACSI and its logo are Registered Marks of the University of Michigan, licensed worldwide exclusively to American Customer Satisfaction Index LLC with the right to sublicense.