ACSI Diagnostic

The ACSI DiagnosticSM is a powerful tool set that enables clients to leverage the respected, predictive capabilities of the American Customer Satisfaction Index and obtain detailed, actionable insights for improving the customer experience.

In conjunction with industry-specific customer experience benchmarks, clients are able to:

    • Determine which aspects of the customer experience are most critical for driving the satisfaction of their customers.
    • Obtain strategic insights about the drivers of satisfaction from the perspective of their relationship to customer loyalty.
    • Develop data-driven action plans to improve the customer experience and increase their customers’ likelihood to purchase again, use services again, or recommend to others.

ACSI Diagnostic gives clients an understanding of the broader picture of customer satisfaction based on benchmark comparisons with industry peers and competitors across standard model variables and industry-specific customer experience elements. Further, ACSI’s unique, cross-industry benchmarking capability means that clients can look outside the box of their industry to benchmark with “best-in-class” companies that they select from other ACSI industries.

With this comprehensive product, clients can use their industry’s complete database of ACSI model variables—including website and call center satisfaction—to conduct competitive and cross-industry benchmarking of the total customer experience.

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