ACSI Launches New Federal Efficiency Metric as Administrations Transition
In competitive markets, firms are rewarded by treating their customers well and punished for treating them badly. The rewards/punishments show up, not only in earnings, but also in stock prices and make equity markets better aligned with consumer utility, which, in turn, causes an upward shift in demand curves. As a result, consumer spending increases and so does economic growth.”
– Claes Fornell, Founder and Chairman of ACSI®
University of Michigan, Ross School of Business: A Legacy of Innovations, Spring 2017
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As the only national cross-industry measure of customer satisfaction available in the United States, the American Customer Satisfaction Index is a strategic resource for business, investment, and government communities alike.
U.S. Overall Customer Satisfaction
Less than two years ago, customer satisfaction in the United States was at its lowest point in 20 years. The decline began about a decade ago and was exacerbated by inflation, supply chain problems, and shortages caused by the COVID-19 pandemic and the war in Ukraine. Since then, things have changed dramatically.
ACSI Portfolio vs. S&P 500
Companies with high ACSI scores typically do very well in the stock market. If one created a portfolio of the top 30-35 ACSI companies in their respective industries each quarter, weighted by customer satisfaction elasticity to customer retention, it would demonstrate something quite extraordinary.
The ACSI® Difference
The American Customer Satisfaction Index is the only national cross-industry measure of customer satisfaction that represents the U.S. economy. Organizations of all types from a wide range of diverse industries use the respected ACSI methodology to obtain science-based insights across the complete arc of the customer experience.
Cross-Industry Comparison
Offers unique benchmarking capabilites with other industries and select best-in-class companies.
Proprietary Methodology
Stable multivariable modeling system for measuring customer satisfaction. Produces accurate, reliable customer experience data.
Unique Benchmarking
The only uniform, national, cross-industry measure of customer satisfaction.
Predictive Capabilities
Cause-and-effect model measures the drivers and outcomes of customer satisfaction.
ACSI Products
ACSI Press Releases
ACSI In The News
More Than 41,000 Consumers Just Picked a New Favorite Supermarket Chain—and It Beat Costco
America’s Favorite Supermarket Was Just Named—But It’s Not the One You’d Expect
Trader Joe’s, Publix and Sam’s Club Earn Top Marks for Customer Satisfaction
Consumers are Satisfied with supermarkets, but digital cracks emerge
Sam’s Club rockets past Costco in customer Satisfaction thanks to its touch-free checkout tech
FACT SHEET: Delivering Results for the American People Through the Biden-Harris President’s Management Agenda
