The American Customer Satisfaction Index - The voice of the Nation's Consumer
About ACSI

About ACSI


ACSI reports scores on a 0-100 scale at the national level and produces indexes for 10 economic sectors, 44 industries (including e-commerce and e-business), and more than 200 companies and federal or local government agencies.  In addition to the company-level satisfaction scores, ACSI produces scores for the causes and consequences of customer satisfaction and their relationships. The measured companies, industries, and sectors are broadly representative of the U.S. economy serving American households.

View map of ACSI's structure showing National, Sector & Industry Scores.

ACSI Methodology
The ACSI model is a set of causal equations that link customer expectations, perceived quality, and perceived value to customer satisfaction (ACSI). Satisfaction, in turn, is linked to key outcomes, defined as customer complaints and customer loyalty.

Frequently Asked Questions
What is the American Customer Satisfaction Index? Who is behind ACSI? Why was ACSI developed? How are ACSI data collected?

ACSI Experts
ACSI experts are available to discuss all facets of satisfaction measurement and the results of the ACSI study with representatives of the media, corporations, trade associations and professional conferences.

Economic Indicator
ACSI is an important indicator of economic performance, both for individual firms and for the macro economy. As such, the national ACSI score has been shown to be predictive of both consumer spending and stock market growth.

ACSI Related Research
In addition to helping firms and government agencies better understand the satisfaction of their customers, ACSI data has also been used extensively by academic researchers and others interested in studying the dynamics of customer satisfaction.