american customer satisfaction index(ACSI?

1. About ACSI
• The American Customer Satisfaction Index was started in the United
States in 1994 by researchers at the University of Michigan in
conjunction with the American Society for Quality in Milwaukee,
Wisconsin, and CFI Group in Ann Arbor, Michigan.
• The ACSI model was derived from a model originally implemented
in 1989 in Sweden called the Swedish Customer Satisfaction
Barometer (SCSB). Claes Fornell, Chair of ACSI LLC and CFI Group,
developed the model and methodology for both the Swedish and
American versions.
• Hailed as the "Father of Customer Satisfaction," Claes Fornell is
without question one of the most influential scholars in marketing
science today. His name can be found on 3 of the top 15 most
academically cited papers from the leading sources in the field—
Journal of Marketing, Journal of Marketing Research, Marketing
Science, and Management Science.

2. ACSI Model
The American Customer Satisfaction Index (ACSI) is an independent
national benchmark of customer satisfaction with the quality of
products and services available to household consumers in the
United States.
Each year, roughly 70,000 customers are surveyed about the
products and services they use the most.
The survey data serve as inputs to an econometric model that
benchmarks customer satisfaction with more than 230 companies
in 43 industries and 10 economic sectors, as well as over 100
services, programs, and websites of federal government agencies.l

3. CONT….
The American Customer Satisfaction Index (ACSI) is an economic
indicator based on modeling of customer evaluations of the quality of
goods and services purchased in the United States and produced by
both domestic and foreign firms with substantial U.S. market shares
 The ACSI’s time-tested, scientific model provides key insights across
the entire customer experience.
 The ACSI’s benchmark results are strongly related to a number of
essential indicators
 Micro level- companies that display high levels of customer
satisfaction tend to have higher earnings and stock returns relative
to competitors
 Macro level-customer satisfaction has been shown to be
predictive of both consumer spending and gross domestic product
growth.

4. ACSI Structure
The American Customer Satisfaction Index (ACSI) collects survey data
at the individual customer level to provide insights across the entire
customer experience .
The national customer satisfaction benchmark—
 national ACSI score—is an aggregation of all sectors and industries
measured by the ACSI.
 more than 230 major companies that provide goods and services
to U.S. consumers.
 Specifically, the national ACSI benchmark represents the average
of all sector scores, weighted by each sector’s contribution to the
U.S. gross domestic product (GDP).
 The national ACSI benchmark is updated each quarter and serves
as an indicator of the health of the U.S. economy.

5. ACSI Methodology
Customer
Complaint
Perceived Quality
Perceived Value
Customer
Expectations
Customer
Satisfaction
Customer Loyalty

6. Economic Indicator
The American Customer Satisfaction Index is an important
indicator of the nation’s economic performance, both for
individual firms and for the economy at large.
 Customer satisfaction is a leading indicator of company financial
performance.
 Stocks of companies with high ACSI scores tend to do better than
stocks of companies with low scores.
 Economic growth is dependent on producing not only more, but
also better, products and services.
 Manufactured goods tend to score higher for customer satisfaction
than do services
 Mergers and acquisitions have a generally negative effect on
customer satisfaction, particularly among service industries.

7. Industrial scores
Internet service provider
65
Subscribe T.S
68
Internet Socila media
68
Airlines
69
Helth Insurance
72
Internet Retail
82
Food manufaturing
83
Automobile
83
soft drink
84
T.V player/ Recorder
85
0
10
20
30
40
Series 1
50
60
70
80
90
100

8. Automobile
score
score
Dodge (Chrysler)
79
Chevrolet (GM)
79
Jeep (Chrysler)
Mazda
80
82
Honda
86
Toyota (Toyota)
86
Subaru
86
Lexus (Toyota)
Mercedes-Benz (Daimler)
87
88

9. ACSI Household Appliance
and Electronics Report 2013
• Personal computers ACSI scores

10. Household Appliance ACSI Scores