American Customer Satisfaction

Description

The ACSI methodology has been adopted around the globe by research groups, quality associations, and universities who have created customer satisfaction indices for their own national economies. The Dominican Republic plans to launch its first national customer satisfaction index in the fall of 2010. In Great Britain, the NCSI-UK (The UK National Customer Satisfaction Index) enters its third full year, measuring 16 industries representing a broad swath of the ecomony serving UK households. Other recent additions to the list of countries that have adopted ACSI include Turkey, Mexico, Colombia, and Singapore. The Customer Satisfaction Index of Singapore (CSISG) was launched in 2008. According to Caroline Lim, director of The Institute of Service Excellence, Singapore Management University, just as “ACSI has been the de facto standardized measure of customer satisfaction in the United States economy since 1994,” CSISG was developed using the same proven and respected methodology to “complement(s) the other traditional forms of measure of the quantity of economic output such as GDP to provide a more holistic picture of the Singapore economy.” The American Customer Satisfaction Index was started in 1994 by researchers at the University of Michigan in conjunction with the American Society for Quality in Milwaukee, Wisconsin, and CFI Group in Ann Arbor. The ACSI model was derived from a model originally implemented in 1989 in Sweden called the Swedish Customer Satisfaction Barometer (SCSB). Claes Fornell, Chair of ACSI LLC and CFI Group, developed the model and methodology for both the Swedish and American versions. Hailed as the "Father of Customer Satisfaction," Claes Fornell is without question one of the most influential scholars in marketing science today. His name can be found on 3 of the top 15 most academically cited papers from the leading sources in the field—Journal of Marketing, Journal of Marketing Research, Marketing Science, and Management Science.

Products & services

Similar companies nearby