Why ACSI
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.
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