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.

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

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.

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.

ACSI Methodology

Perceived Quality

Perceived Value

Customer Expectations

Customer Satisfaction

Customer Complaint

Customer Loyalty

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.

Industrial scores

T.V player/ Recorder

soft drink

Automobile

Food manufaturing

Internet Retail

Helth Insurance

Airlines

Internet Socila media

Subscribe T.S

Internet service provider

0 10 20 30 40 50 60 70 80 90 100

85

84

83

83

82

72

69

68

68

65

Series 1

Automobile

Mercedes-Benz (Daimler)

Lexus (Toyota)

Subaru

Toyota (Toyota)

Honda

Mazda

Jeep (Chrysler)

Chevrolet (GM)

Dodge (Chrysler)

88

87

86

86

86

82

80

79

79

score

score

ACSI Household Applianceand Electronics Report 2013

• Personal computers ACSI scores

Household Appliance ACSI Scores

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