Foundations of the American Customer Satisfaction Index

Eugene W. Anderson, Claes Fornell

Research output: Contribution to journalArticle

294 Scopus citations

Abstract

How do we know if an economy is performing well? How do we know if a company is performing well? The fact is that we have serious difficulty answering these questions today. The economy - for nations and for corporations - has changed much more than our theories and measurements. The development of national customer satisfaction indices (NCSIs) represents an important step towards addressing the gap between what we know and what we need to know. This paper describes the methodology underlying one such measure, the American Customer Satisfaction Index (ACSI). ACSI represents a uniform system for evaluating, comparing, and - ultimately -enhancing customer satisfaction across firms, industries and nations. Other nations are now adopting the same approach. It is argued that a global network of NCSIs based on a common methodology is not simply desirable, but imperative.

Original languageEnglish (US)
Pages (from-to)869-882
Number of pages14
JournalTotal Quality Management
Volume11
Issue number7
DOIs
StatePublished - 2000

ASJC Scopus subject areas

  • Business, Management and Accounting(all)

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