Who benefits from ACSI? How is the Index used?
ACSI benefits corporate managers who need to know how to improve their company’s current condition by allocating scarce resources to maximize the strength of their customer relationships. Companies use ACSI as a tool to optimize customer satisfaction to in turn drive customer loyalty and thereby corporate profitability. It is also used for competitive and cross-industry benchmarking. ACSI benefits investors who need to understand the relationship between a company’s current condition and its future capacity to produce wealth. In capitalistic free markets sellers that do well by their customers are rewarded by more business from buyers and more capital from investors. Likewise, when businesses fail to satisfy customers as effectively and efficiently as competitors, both customers and investors will turn elsewhere. ACSI benefits government which needs to know how best to encourage economic growth and living standards for its citizens, and it benefits consumers who need to have a voice in
