ACSI Methodology

Science

A proven formula. To pinpoint cause and effect.

The science of satisfaction, which is the foundation of ACSI, is a combination of  methodological advances in econometrics, psychometrics and neuroscience making it possible to assign metrics to things one cannot see.  Customer satisfaction, or consumer utility, is obviously not directly observable, but the ACSI methodology not only makes it possible to measure it, it also puts the resulting variable into a system of structural equations, which provides valuable insights as to what an organization can do to most improve customer satisfaction and predict what the financial consequences would be.

 

 

The press on the ACSI:

  • The American Customer Satisfaction Index is the "definitive benchmark for how buyers feel."
    -The New York Times
  • A 1-point change in ACSI is associated with a 4.6% change in market value.
    -The Harvard Business Review