The American Customer Satisfaction Index (ACSI)

The American Customer Satisfaction Index (ACSI) uses the only cross-industry, satisfaction measurement methodology that links satisfaction to an organization's success. Over 15 years of data from the ACSI shows that customer satisfaction is an indicator of financial results on both macro and micro-economic levels, including increased shareholder value and reduced cash flow volatility.

The ACSI is the leading national indicator of customer satisfaction with goods and services in the U.S. economy. In addition, the U.S. Federal Government has made it the gold standard of satisfaction measurement for its agencies.

The Link Between the ACSI and GDP


The Link Between the ACSI and Consumer Spending


The Link Between Customer Satisfaction and Sales

The chart below shows actual results from a ForeSee Results client, which saw a strong link between its customer satisfation score, loyalty, and sales. Customer satisfaction lead sales by approximately one week.

 
The American Customer Satisfaction Index:
 
Was founded at the University of Michigan and is published quarterly
 
Measures almost half of the U.S. economy: more than 200 companies and organizations across 43 industries and represents nearly
45% of the Gross Domestic Product
 
Has received over one billion media references from a wide range of news and business publications
 
Has been written about in academic and business publications, including the Harvard Business Review, Journal of Marketing, and Journal of Marketing Science about the empirical evidence linking customer satisfaction and financial performance

Is used globally as a leading economic indicator in Europe, Latin American and Asia

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