Abstract
Viewed from the lens of the American Customer Satisfaction Index (ACSI), customer satisfaction is a strategic company asset that should be optimized, not maximized, and certainly not ignored. Companies do not thrive only by delivering on increasingly higher customer satisfaction. They thrive by managing the optimization of customer satisfaction. Consequently, customer satisfaction levels change over time, and impacts on a company’s operations and financial performance are the focus. Given these issues, the scope of ACSI and its customer-centric assessment of the quality and quantity of national economic output are discussed in this chapter. Beyond customer satisfaction, the ACSI model also includes customer expectations, quality (product and service), value, complaint behavior, and customer loyalty at the company, industry, economic sector, and national levels.
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