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.