The American Customer Satisfaction Index (ACSI) collects survey data at the individual customer level to provide insights across the entire customer experience. These data are aggregated to produce customer satisfaction benchmarks—or ACSI scores—for more than 230 major companies that provide goods and services to U.S. consumers.
The ACSI produces customer satisfaction benchmarks for 43 industries and 10 economic sectors, which together represent a broad swath of the U.S. national economy. Each industry-level customer satisfaction benchmark consists of the average of that industry’s company scores, weighted by company revenues. Likewise, each sector-level customer satisfaction benchmark consists of the average of that sector’s industry scores, weighted by industry revenues.
The national customer satisfaction benchmark—or national ACSI score—is an aggregation of all sectors and industries measured by the ACSI. Specifically, the national ACSI benchmark represents the average of all sector scores, weighted by each sector’s contribution to the U.S. gross domestic product (GDP). The national ACSI benchmark is updated each quarter and serves as an indicator of the health of the U.S. economy.