About ACSI
Powerful Science, Proven Results
The American Customer Satisfaction Index (ACSI®) is the only national cross-industry measure of customer satisfaction in the United States. The Index measures the satisfaction of U.S. household consumers with the quality of products and services offered by both foreign and domestic firms with significant share in U.S. markets.
The ACSI benefits business, researchers, policymakers, and consumers alike by serving as a national indicator of the health of the U.S. economy, as well as a tool for gauging the competitiveness of individual firms and predicting future profitability.
UNIQUE
BENCHMARKING
CAPABILITY
The American Customer Satisfaction Index provides unique customer experience benchmarking capabilities that come from the Index’s one-of-a-kind, cross-industry structure. For over two decades, the ACSI has used its science-based, proprietary methodology to analyze customer satisfaction for 10 economic sectors and 40 key industries that together represent a broad swath of the national economy.
BUILDING THE
CROSS-INDUSTRY INDEX
The ACSI produces customer satisfaction benchmarks for 40 industries and 10 economic sectors. Each industry-level customer satisfaction benchmark consists of the average of that industry’s company scores, weighted by company revenues. Likewise, each sector-level customer satisfaction benchmark consists of the average of that sector’s industry scores, weighted by industry revenues.
THE SCIENCE OF
CUSTOMER SATISFACTION
The American Customer Satisfaction Index uses customer interviews as input to a multi-equation econometric model developed at the University of Michigan’s Ross School of Business. ACSI’s cause-and-effect model provides indexes for customer satisfaction, its drivers, and its outcomes.
KEY
ACSI FINDINGS
The American Customer Satisfaction Index is the only national cross-industry measure of customer satisfaction in the United States. Over two decades of ACSI research reveals several key findings relevant to both the competitive stance of individual firms and the health of the U.S. economy overall.
