ACSI Related Research

ACSI data have been used extensively by academic researchers and others interested in studying the dynamics of customer satisfaction. For copies of unpublished material, please make note of the document number and contact: This email address is being protected from spambots. You need JavaScript enabled to view it.

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Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust

Satisfaction Book

As tension between Americans and their government grows to unprecedented levels, a new book by ACSI Research Director Dr. Forrest Morgeson provides a timely investigation into the topic of satisfaction with government services and its practical application toward improving citizen trust. In Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust, Morgeson covers growing interest in performance measurement among governments, citizen satisfaction theory and the practice of measurement, and how satisfaction data can be used to drive improvements inside government agencies that lead to more contentment with the government. Using case studies and empirical results from satisfaction studies at the federal level of government in the United States, Citizen Satisfaction is a comprehensive look at the all-important relationship between citizens and their government.

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The Satisfied Customer

When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. The Satisfied Customer teaches firms how to quantify and increase the value of their customer relationships—what author and ACSI founder Claes Fornell calls the Customer Asset. Fornell's clarion call to managers worldwide is a must-read blueprint for understanding the value of customer satisfaction in modern business practice.

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