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The American Customer Satisfaction Index

In 1994, the American Customer Satisfaction Index (ACSI) was started under the direction of the National Quality Research Center (NQRC) located at the University of Michigan, in partnership with the American Society for Quality and CFI Group, Inc.

Since 1994, the ACSI has been measuring customer satisfaction with United States consumer economy and providing economic indicators to companies, industry trade associations, and government agencies. The ACSI interviews approximately 80,000 U.S. consumers every year about their the products and services they've used. Participants are screened so that the ACSI are certain to cover the widest variety of business-to-consumer products and services, excluding business-to-business transactions. The data they collect is used for statistical research as well as for corporate and organizational decision-making. The ACSI makes their information and data available to the public in an effort to help consumers make better product choices.

The ACSI uses customer interviews and econometric modes to measure and analyze customer satisfaction. With the use of professional telephone interviewers, the ACSI administers surveys and collects data from randomly selected and screened accurate representation of the U.S. consumer population.

The ACSI measures customer satisfaction levels for over 200 companies in 45 industries and 10 economic sectors. During each quarter the ACSI collets data for particular sectors and industries then replaces the data collected 12 months earlier. The data is weighted by industry and sector to establish the national ACSI score. This score represents the level of satisfaction of the American consumer. The companies then use this data Index to evaluate customer loyalty, predict return on investments, and identify areas where customer expectations are not being satisfied.

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