ACSI IndexThe most precise and innovative Customer Satisfaction measurement system in the world
Satisfying customers is synonymous with success: companies that respond to consumer needs achieve greater loyalty, attract capital and increase revenues. In this context, the ACSI Index (American Customer Satisfaction Index) represents the most advanced and reliable tool for measuring and analyzing the degree of customer satisfaction.
Thanks to a unique scientific methodology, ACSI does not simply collect data: it transforms it into strategic indications to optimize resources, strengthen customer relationships and increase profitability. With over 400 companies analyzed in more than 40 sectors, it offers competitive and transversal benchmarks that become essential for those who want to excel.
Recognized by the U.S. government as a gold standard, ACSI is also used globally to develop economic policies that improve the quality of life and stimulate development, or to determine resource allocation, strengthen customer relationships, and increase profitability.
ACSI Index: what is it?
The ACSI Index is a scientific measurement system that evaluates customer satisfaction with the perceived quality of products and services. Created in 1994 by Claes Fornell at the Ross School of Business at the University of Michigan, the ACSI is based on a patented system of latent variable equations and analyzes data provided on an annual basis by approximately 200,000 consumers in the United States. Covering 46 industries and 60% of the national GDP, the ACSI is configured as a complementary indicator to the GDP.
ACSI stands out for its ability to explain the relationship between perceived quality, satisfaction and future customer behavior. This approach allows companies to identify key drivers to improve loyalty, word of mouth and repeat purchases, while also predicting the impact of corporate actions on financial performance. Scientific studies show that high ACSI scores positively influence revenue, cash flow, ROI and shareholder return.
By integrating disciplines such as econometrics, psychometrics and neuroscience, ACSI allows you to translate Customer Satisfaction into strategic actions, offering valuable insights for data-driven decisions, capable of improving both the customer experience and company profitability.
How the ACSI Index Works
The ACSI Index is constructed from data collected through interviews with randomly selected customers, including both consumers of private companies and users of government services. Interviews are conducted primarily via email, with specific questions about purchases and recent use of products and services, over defined time periods that vary by product or service type. Respondents indicate the company or brand involved, and responses are coded as customer interviews for each company. Each year, ACSI conducts over 200,000 interviews, ensuring a robust and reliable database.
Aggregated data produces customer satisfaction benchmarks at both the industry and macro-industry levels. Industry benchmarks represent the average of company scores, weighted by company revenues. Macro-industry benchmarks are calculated as a weighted average of industry scores. The ACSI National Index score, a key indicator of U.S. economic health, reflects the average of macro-industry scores weighted by each industry’s contribution to GDP. This score is updated quarterly to provide an ever-current picture of economic dynamics.
Only the Customer Satisfaction Score (ACSI) for each company measured in the index is published. Companies seeking deeper analysis can access confidential reports with over 30 data points covering the entire customer experience. With this methodology, ACSI allows companies to compare their results with those of competitors and leaders, to identify opportunities for improvement and optimize market strategies.
Why ACSI
Despite the growing availability of customer data, many analytics fail to translate this information into effective decisions. Customer satisfaction data presents its own unique complexities, making it difficult to obtain accurate estimates or pinpoint critical areas of the customer experience.
With technology designed to filter out clutter and deliver reliable insights, ACSI offers a unique approach that enables companies to identify drivers of satisfaction and maximize customer loyalty while improving financial performance.
With technology designed to filter out clutter and deliver reliable insights, ACSI offers a unique approach that enables companies to identify drivers of satisfaction and maximize customer loyalty while improving financial performance.