CFI Group - Claes Fornell International

Overview

Understanding the linkage between satisfaction and success.

The American Customer Satisfaction Index (ACSI) is the only uniform, national, cross-industry measure of satisfaction with the quality of goods and services available in the United States. The distinguishing feature of the ACSI methodology is its patented cause-and-effect approach to customer satisfaction measurement. The technology behind the ACSI identifies key drivers of satisfaction, and computes the impact each of these drivers has on customer satisfaction, loyalty and firm financial performance.  

When applied to your organization, the unique cause-and-effect methodology of the ACSI shows the satisfaction level of customers today, and allows organizations to predict the satisfaction level of customers tomorrow, based on product or service changes the organization may make.  Finally, the ACSI translates satisfaction into financial performance – the incremental revenue or profit that satisfaction delivers.

The ACSI is also an important indicator of macroeconomic performance. The ACSI has been shown to be predictive of both consumer spending and stock market performance, among other important indicators of economic growth.