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Customer Satisfaction

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Logically we know when customers complain, they're giving us useful information. But emotionally we don't like to hear it. Especially since some ... Read More

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Generating Repeat Business
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Definitions for: American Customer Satisfaction Index (ACSI)
Dictionary of Marketing Terms
American Customer Satisfaction Index (ACSI)

economic indicator established in 1994 by the American Society for Quality and the University of Michigan Business School that measures customer satisfaction in each of seven sectors: manufacturing-nondurables, manufacturing-durables, retail, finance/insurance, public administration/ government, transportation/communications/utilities, and services. In each of the sectors, customer satisfaction is studied for its relationship to quality, profitability, and customer retention; results are released on a quarterly basis.

Copyright c 2000, 1994, 1987 by Barron's Educational Series, Inc. Reprinted by arrangement with Publisher.

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Industry Associations

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Customer Satisfaction Measurement Association
Employees responsible for consumer satisfaction measurement with an interest in benchmarking. Promotes the use of benchmarking, wherein businesses compare their processes with those of their competitors, as a means of ...

Members: 4,500
Founded: 1998

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