The ACSI Difference
The American Customer Satisfaction Index is the only national cross-industry measure of customer satisfaction that represents the U.S. economy. Organizations of all types from a wide range of diverse industries use the respected ACSI methodology to obtain science-based insights across the complete arc of the customer experience.
Unique Benchmarking
- The only uniform, national, cross-industry measure of customer satisfaction.
Pure, Independent Measure
- Consistent measure over time of the largest companies by market share in each industry.
- Provides a purely independent perspective of the total customer experience.
High Media Profile
- More than 12 billion media impressions annually on ACSI results for individual companies, industries, and the macroeconomy.
- Gives clients the confidence of a widely recognized and highly respected indicator of customer satisfaction.
Proven Econometric Model
- Developed at the University of Michigan's Ross School of Business.
- Provides clients access to a scientific tool backed by decades of empirical research.
Proprietary Methodology
- Stable multivariable modeling system for measuring customer satisfaction.
- Produces accurate, reliable customer experience data.
Cross-Industry Comparisons
- Offers unique benchmarking capabilities with other industries and select best-in-class companies.
Consistent, Uniform Scale
- Scale of 0 to 100 used since the Index was launched in 1994.
- Makes possible extensive time-series analyses of customer experience data.
Predictive Capabilities
- Cause-and-effect model measures the drivers and outcomes of customer satisfaction.
- Helps organizations focus customer satisfaction improvements on the most critical aspects of the customer experience.
- Provides clients with actionable insights to improve the customer experience and boost bottom-line performance.
Scientific Articles
Macroeconomic Performance
Consumer Spending Growth
- The Effect of Customer Satisfaction on Consumer Spending Growth
First Published February 1, 2010 Research Article
Company Financial Performance
Productivity
- Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
First Published May 1, 1997 Research Article
Market Share
- Reexamining the Market Share–Customer Satisfaction Relationship
First Published September 1, 2013 Research Article
Revenue
- The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance
First Published September 1, 2006 Research Article
Revenue/Sales Growth
- The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance
First Published September 1, 2006 Research Article
Cash Flows
- Customer Satisfaction, Cash Flow, and Shareholder Value
First Published July 2005 Research Article
Profitability
- Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
First Published May 1, 1997 Research Article
Earnings Surprises
- Is customer satisfaction a relevant metric for financial analysts?
First Published January 8, 2011 Research Article
Earnings Per Share
- Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible
First Published September 1, 2016 Research Article
Gross Margins
- The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance
First Published September 1, 2006 Research Article
Return On investment
- Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
First Published May 1, 1997 Research Article
Future Cost of Selling
- Customer Satisfaction and Its Impact on the Future Costs of Selling
First Published May 15, 2020 Research Article
Cost of Capital
- Drivers of the cost of capital: The joint role of non-financial metrics
First Published June 2014 Research Article
Credit Ratings and Debt Cost
- Does Customer Satisfaction Matter to Investors? Findings from the Bond Market
First Published October 1, 2009 Research Article
Profitability in Monopolies
- Customer Satisfaction and Firm Profits in Monopolies: A Study of UtilitiesFirst Published November 17, 2020 Research Article
Company Market Value and Performance
Customer-Company Relationships
- Weathering the crash: Do customer-company relationships pay off during economic crises?
First Published May 29, 2023 Research Article
Stock Price
- Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible
First Published September 1, 2016 Research Article
Shareholder Value (Tobin's q)
- Customer Satisfaction and Shareholder Value
First Published October 2004 Research Article
Idiosyncratic Stock Market Risk
- Customer Satisfaction and Stock Returns Risk
First Published November 1, 2009 Research Article