Description: The American Customer Satisfaction Index (ACSI) is the only national cross-industry measure of customer satisfaction that represents the U.S. economy.
“In competitive markets, firms are rewarded by treating their customers well and punished for treating them badly. The rewards/punishments show up, not only in earnings, but also in stock prices and make equity markets better aligned with consumer utility, which, in turn, causes an upward shift in demand curves. As a result, consumer spending increases and so does economic growth,” – Claes Fornell, Founder and Chairman of ACSI – University of Michigan, Ross School of Business: A Legacy of Innovations, Sprin
There is a straight line from customer satisfaction to corporate profitability and stock performance. Companies with top-level ACSI scores, and those changing satisfaction for the better, are today’s must-watch players.
Customers Give Hotels ‘5 Stars’ as Guest Satisfaction With the Industry Surges, ACSI Data Show