ACSI Benchmark

The ACSI BenchmarkSM gives clients valuable insights for all aspects of their organization’s customer experience, along with the ability to compare results with industry peers and competitors and to perform cross-industry benchmarking with companies they deem “best-in-class” in other industries.

Based on ACSI’s proprietary technology, clients gain access to in-depth perspectives that quantify customer satisfaction and its relationship with key drivers and outcomes—all standard across every industry in the Index. Critical benchmark variables are:

    • Customer Satisfaction (ACSI)
    • Customers Expectations
    • Perceived Quality
    • Perceived Value
    • Customer Complaints
    • Customer Loyalty

The ACSI Benchmark product enables clients to gain a deeper understanding of the total customer experience. For select industry categories, the ACSI offers industry-specific benchmarks that cover key elements of the customer experience. Produced using ACSI’s proven methodology, these benchmarks give clients an enhanced view of multiple elements relating directly to their industry’s customer experience.

Clients use the ACSI Benchmark to zero in on how satisfied customers are with the quality of their organization’s website, call centers, and an array of customer experience metrics relevant to their industry’s products and services. In addition, clients obtain detailed results for “best-in-class” companies in other industries for cross-industry benchmarking.

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