• Banks80.0+5.3%
  • Credit Unions82.0+1.2%
  • Federal Government68.0+6.4%
  • Health Insurance72.0+4.3%
  • Internet Investment Services80.0+5.3%
  • Life Insurance79.0+2.6%
  • Local Government72.5+13.3%
  • Property & Casualty Insurance78.0-1.3%
 
 
Airlines72+4.3%
Ambulatory Care77+1.3%
Apparel79+3.9%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Banks80.0+5.3%
Breweries83+9.2%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping80-1.2%
Cooperative Utilities76-5.0%
Credit Unions82.0+1.2%
Department & Discount Stores74-3.9%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations752.7%
Health & Personal Care Stores73-5.2%
Health Insurance72.0+4.3%
Hospitals75+1.4%
Hotels74-1.3%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail80-2.4%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities72-2.7%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities68-6.8%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores77-2.5%
Subscription Television Service65+3.2%
Supermarkets73-3.9%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73+5.8%
Wireless Telephone Service71+1.4%

Remarkable Knowledge.
Experience That Matters.

The American Customer Satisfaction Index (ACSI) Technology: A Methodological Primer

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 business community and improves the management and delivery of products and services to customers.

This is accomplished by:

Describing the rigorous 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.

  • Summarizing the major components of the technology as implemented by CFI Group and the benefits realized by managers.

  • Comparing the ACSI technology base with some of the more common alternative methodologies offered by competing firms.

  • Reviewing the results achieved by CFI Group clients with a brief compendium of case studies illustrating many of the points made throughout the paper.

  • Providing technical appendices with in-depth discussions of various aspects of the ACSI technology as implemented by CFI Group.

  • Documenting the scientific nature of the ACSI technology by numerous references to secondary literature throughout the paper and in the bibliography.

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