What is the American Customer Satisfaction Index and what does it mean for federal agencies?
The American Customer Satisfaction Index (ACSI), the national measure for customer satisfaction, was developed at the Ross School of Business at the University of Michigan. The ACSI is based on extensive research conducted in Europe and the United States. The ACSI is the “gold standard” metric in this country and is the only uniform, independent, national measure of consumer’s experiences with the purchase and consumption of goods and services. Further, it is an indicator of future consumer behavior. The ACSI reports scores on a scale of 0 to 100. ACSI is used by more than 300 of the largest American private corporations. In government, the ACSI is measuring customer satisfaction for about 100 programs and 200 Websites. For example, the United States Mint has an agreement with the Federal Consulting Groupthe federal government’s executive agent for the ACSIto measure customer satisfaction on several Mint programs and several Web pages.
