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.

The ACSI Difference

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Features and Benefits

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.

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