American Customer Satisfaction Index Series RSS

Established in 1994, the American Customer Satisfaction Index (ACSI) is a uniform and independent measure of household consumption experience. The ACSI tracks trends in customer satisfaction and provides benchmarking insights of the consumer economy for companies, industry trade associations, and government agencies. It is based on modeling of customer evaluations of the quality of goods and services that are purchased in the United States and produced by both domestic and foreign firms that have substantial U.S. market shares. The ACSI is produced by the Stephen M. Ross Business School at the University of Michigan, in partnership with the American Society for Quality (ASQ) and the international consulting firm, CFI Group. ForeSee Results sponsors the e-commerce and e-business measurements. The ACSI is funded in part by corporate subscribers who receive industry benchmarking data and company-specific information about financial returns from improving customer satisfaction.

For more information, visit the ACSI Web site.

Most Recent Studies

Related Publications ?

Most Recent Publications

2006
National Quality Research Center . ACSI Related Research: Research Publications, Working Papers, and Reports [bibliography]. Bibliography, Ann Arbor, MI: Stephen M. Ross Business School, University of Michigan.
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2006
National Quality Research Center . The American Customer Satisfaction Index: The Voice of the Nation's Consumer. Web Site, Ann Arbor, MI: Stephen M. Ross Business School, University of Michigan.
Full Text Options: Original Source
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2005
Fornell, Claes . The American Customer Satisfaction Index at Ten Years, ACSI 1994-2004: A Summary of Findings. Implications for the Economy, Stock Returns and Management. Ann Arbor, MI: National Quality Research Center, University of Michigan.
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