ACSI Methodology

The science of customer satisfaction applied.

The foundation of CFI Group’s work is the American Customer Satisfaction Index (ACSI) and its methodology. CFI Group’s founder, Claes Fornell, created the index in 1994 under the auspices of the University of Michigan. It is the only uniform measure of customer satisfaction in the U.S. economy and includes more than 200 companies and government agencies. Results from all surveys are released every quarter, and covered in business media worldwide.