• Ambulatory Care77 0.0%
  • Consumer Shipping81+1.3%
  • Cooperative Utilities78+2.6%
  • Federal Government68.0+6.4%
  • Hospitals75 0.0%
  • Investor-Owned Utilities75+4.2%
  • Local Government72.5+13.3%
  • Municipal Utilities72+5.9%
  • U.S. Postal Service73 0.0%
Ambulatory Care77 0.0%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping81+1.3%
Cooperative Utilities78+2.6%
Credit Unions82.0+1.2%
Department & Discount Stores78+5.4%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations76+1.3%
Health & Personal Care78+6.8%
Health Insurance72.0+4.3%
Hospitals75 0.0%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail83+3.8%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities75+4.2%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities72+5.9%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores80+3.9%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73 0.0%
Wireless Telephone Service71+1.4%

Remarkable Knowledge.
Experience That Matters.

Applying the American Customer Satisfaction Index (ACSI) Technology to the Management of Government Services: Rationale, Rigor and Results

The purpose of this paper is to provide the reader with an overview of how the ACSI technology as delivered by CFI Group meets the performance measurement requirements of the GPRA and improves the management and delivery of government services to citizens and customers.

This is accomplished in four parts:

  • The paper begins with a discussion of the rationale behind the need for citizen-centered performance measurements. This is done by briefly reviewing the GPRA mandate for a citizen-centered performance measurement approach; the kinds of objectives performance measurement programs can help government organizations achieve; and the characteristics of quality performance measurement data.
  • Next the paper describes the methodology used by CFI Group to harness the power of the ACSI technology. This section focuses on highlighting the critical elements of the methodology that provides highly accurate measurement coupled with sensitive diagnostic and powerful prognostic capability. This section is accompanied by a comparison of the ACSI technology base with some of the more common alternative methodologies offered by competing firms. The material is conceptual in nature and does not require an indepth knowledge of statistics to understand.
  • Finally the paper concludes by summarizing the benefits that government users of the technology can realize. This is supported by a compendium of case studies that illustrate many of the points made throughout the paper.
  • The paper also includes detailed technical appendices that provide in-depth discussions of the ACSI technology as it is implemented by CFI Group.

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