Products
Organizations across diverse industries in the private and public sectors use the science of ACSI to analyze and improve the customer experience
Clients leverage the trustworthy ACSI for industrywide and cross-industry benchmarking, and apply its renowned predictive capabilities to gain actionable insights for improving the experience of their customers and strengthening their loyalty.
The ACSI offers a variety of products and services that meet clients’ needs for measuring customer satisfaction to improve the customer experience and to positively impact their organization’s bottom-line profitability.
ACSI
BENCHMARKS
ACSI BenchmarksSM gives clients valuable insights for all aspects of their organization’s customer experience, along with the ability to compare results with industry peers and competitors and to perform cross-industry benchmarking with companies they deem “best-in-class” in other industries.
Based on ACSI’s proprietary technology, clients gain access to in-depth perspectives that quantify customer satisfaction and its relationship with key drivers and outcomes—all standard across every industry in the Index.
ACSI
ANALYTICS
ACSI AnalyticsSM is a powerful tool set that enables clients to leverage the predictive capabilities of the American Customer Satisfaction Index and obtain detailed, actionable insights for improving the customer experience.
ACSI Analytics gives clients an understanding of the broader picture of customer satisfaction based on benchmark comparisons with industry peers and competitors across standard model variables and industry-specific customer experience elements.
GLOBAL
CSI
Global CSISM enables organizations throughout the world to partner with ACSI and use its powerful, scientific methodology to create customer satisfaction indexes for their own national economies, as well as benchmark with other indexes adopting the ACSI methodology.
Numerous research groups, quality associations, and universities outside U.S. borders have evaluated and explored the implementation of ACSI-based models. As this trend continues to strengthen, the creation of an international system of customer satisfaction measurement founded on a common methodology will be within reach, enabling comprehensive, cross-national satisfaction benchmarking vital to an increasingly global economy.
WEB
INTERCEPT
ACSI’s web-intercept technology allows you to collect valuable customer feedback across your website. Engage visitors at any point with branded surveys that capture timely and relevant information.
Data are analyzed by ACSI’s world-renowned methodology, providing valuable intelligence about your website, pinpointing how to increase positive outcomes, and identifying actionable improvement opportunities.
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.
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Property
- Features and Benefits
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Unique Benchmarking
- The only uniform, national, cross-industry measure of customer satisfaction.
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Pure,
Independent Measure
- Consistent measure over time of the largest companies by market share in each industry.
- Provides a purely independent perspective of the total customer experience.
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High Media Profile
- More than 12 billion media impressions annually on ACSI results for individual companies, industries, and the macroeconomy.
- Gives clients the confidence of a widely recognized and highly respected indicator of customer satisfaction.
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Proven Econometric
Model
- Developed at the University of Michigan's Ross School of Business.
- Provides clients access to a scientific tool backed by decades of empirical research.
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Proprietary Methodology
- Stable multivariable modeling system for measuring customer satisfaction.
- Produces accurate, reliable customer experience data.
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Cross-Industry
Comparisons
- Offers unique benchmarking capabilities with other industries and select best-in-class companies.
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Consistent, Uniform Scale
- Scale of 0 to 100 used since the Index was launched in 1994.
- Makes possible extensive time-series analyses of customer experience data.
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Predictive Capabilities
- Cause-and-effect model measures the drivers and outcomes of customer satisfaction.
- Helps organizations focus customer satisfaction improvements on the most critical aspects of the customer experience.
- Provides clients with actionable insights to improve the customer experience and boost bottom-line performance.
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Macroeconomic Performance
- Scientific Articles:
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Consumer Spending Growth
- The Effect of Customer Satisfaction on Consumer Spending Growth First Published February 1, 2010 Research Article
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Company Financial Performance
- Scientific Articles:
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Productivity
- Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services First Published May 1, 1997 Research Article
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Market Share
- Reexamining the Market Share–Customer Satisfaction Relationship First Published September 1, 2013 Research Article
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Revenue
- The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance First Published September 1, 2006 Research Article
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Revenue/Sales Growth
- The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance First Published September 1, 2006 Research Article
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Cash Flows
- Customer Satisfaction, Cash Flow, and Shareholder Value First Published July 2005 Research Article
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Profitability
- Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services First Published May 1, 1997 Research Article
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Earnings Surprises
- Is customer satisfaction a relevant metric for financial analysts? First Published January 8, 2011 Research Article
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Earnings Per Share
- Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible First Published September 1, 2016 Research Article
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Gross Margins
- The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance First Published September 1, 2006 Research Article
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Return On investment
- Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services First Published May 1, 1997 Research Article
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Future Cost of Selling
- Customer Satisfaction and Its Impact on the Future Costs of Selling First Published May 15, 2020 Research Article
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Cost of Capital
- Drivers of the cost of capital: The joint role of non-financial metrics First Published June 2014 Research Article
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Credit Ratings and Debt Cost
- Does Customer Satisfaction Matter to Investors? Findings from the Bond Market First Published October 1, 2009 Research Article
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Profitability in Monopolies
- Customer Satisfaction and Firm Profits in Monopolies: A Study of Utilities First Published November 17, 2020 Research Article
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Company Market Value and Performance
- Scientific Articles:
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Customer-Company Relationships
- Weathering the crash: Do customer-company relationships pay off during economic crises? First Published May 29, 2023 Research Article
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Stock Price
- Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible First Published September 1, 2016 Research Article
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Shareholder Value (Tobin's q)
- Customer Satisfaction and Shareholder Value First Published October 2004 Research Article
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Idiosyncratic Stock Market Risk
- Customer Satisfaction and Stock Returns Risk First Published November 1, 2009 Research Article