The American Customer Satisfaction Index ( Acsi ) Essay

The American Customer Satisfaction Index ( Acsi ) Essay

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September 16, 2016
Production/Operations Management
Project 2

The American Customer Satisfaction Index (ACSI) is an economic guide that measures how satisfied customers are with individual firms and industries; with the quality of the products and the services available to them. It is a cause and effect approach to customer satisfaction. The private company is based in Ann Arbor, Michigan. It was formed in 1994 and was developed after the Swedish Customer Satisfaction Barometer (SCSB). In 2010, the public was permitted to access the information they had gathered.

There are four scores in the index. A national customer satisfaction score, 10 economic segments, 43 industries and over 450 businesses and government agencies. Every year about 70,000 consumers take part in the survey. The information is gathered from a 15 question survey answered by those consumers. It consists of 15 questions that are utilized to define the 6 concepts of the model. All the questions are rated on a 1 to 10 scale except questions that are related to price or customer complaints.

The Index takes the consumer surveys and creates a model that displays customer satisfaction. Each item on the model represents a different facet of the customer’s attitudes. On the left side of the model; customer product expectations (a weighted average of three survey questions), customer perceived quality and perceived value (the quality that the customer anticipates and the quality as it relates to the price of the product), and the actual outcomes on the right; any customer complaints (actual complaints made), their loyalty to a specific company (whether they will purchase from the company again), and the price that the customer will be willing to pay for a pro...


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... no rating on them at all. This surprises me on both of these sites, as J&J are such a large and diverse company. Not surprisingly, Apple ranked highest in consumer satisfaction with smartphones manufacturers with JD Power also.



Besides JD Power charging the companies for the information they gather off the surveys, the other glaring difference I found between the two sites, is that ACSI information is unbelievably easier to access and is more user friendly than is JD Power. I had to search and find press releases to find the information I wanted. You search for the ratings by the industry and not by product or company. When you do find a company, they do show how they rated on a multitude of various aspects of the company. Finally, I believe that JD Power does not provide the information to consumers as much as it does to the companies for their benefit.

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