The ACSI, American Customer Satisfaction Index, is an index that measures the satisfaction of U.S. household consumers with the quality of products and services offered by both foreign and domestic firms that have a significant share in U.S. markets. It works as an economic indicator that measures the satisfaction of consumers across the United States economy.
The ACSI is a cause and effect model that measures drivers of customer satisfaction on the left side and outcomes of customer satisfaction on the right. The questions assess customer evaluations of the determinants of each parameter. These parameters are multivariable components measured by several questions that are weighted within the model.
This national customer satisfaction level indicator is reliant on 3 critical 10 point scale questions to obtain customer satisfaction. These American Customer Satisfaction Index (ACSI) questions are categorized into Satisfaction, Expectation Levels, and Performance.
For example, the questions would ask:
The ACSI then provides a formula to normalize the results achieved from these questions.
(Satisfaction + Expectancy + Performance - 3) / 27 * 100
Ideally, all three parameters have different weights according to their industry as well as the state. This influences the American Customer Satisfaction Index (ACSI) customer satisfaction score calculation. This calculation is an average calculated by considering different weights for each of these parameters and also industrial standards.
The methodology used by ACSI, as aforementioned, is based on three key parameters: Satisfaction, Expectation Levels, and Performance, which are further elaborated into the following:
The ACSI benefits businesses, 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, consumer satisfaction, expenditure patterns at different income levels, ever-changing market trends and profitable markets.