Where does customer satisfaction fit into the economy as an economic indicator?
Consumer utility, or customer satisfaction, is an important standard for economic growth and a prime driver of demand. ACSI is a complement to productivity. Productivity measures the quantity of economic output; ACSI measures the quality of economic output. A major purpose behind the development of ACSI was to make it possible to better balance quantity and quality. Clearly, economic growth would not be sustainable if we produced more quantity at a deteriorating level of quality. ACSI is used to predict consumer spending and GDP growth at the macro level. It is also used to predict stock performance for individual companies at the micro level. 3. Who should be paying attention to ACSI and what should they be doing with this information? Investors: They need to know the relationship between a firm’s current condition and its future capacity to produce wealth. The health of a firm’s customer base, as indicated by how satisfied customers are, says a great deal about the “current condition
