• Ambulatory Care77 0.0%
  • Consumer Shipping81+1.3%
  • Cooperative Utilities78+2.6%
  • Federal Government68.0+6.4%
  • Hospitals75 0.0%
  • Investor-Owned Utilities75+4.2%
  • Local Government72.5+13.3%
  • Municipal Utilities72+5.9%
  • U.S. Postal Service73 0.0%
Ambulatory Care77 0.0%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping81+1.3%
Cooperative Utilities78+2.6%
Credit Unions82.0+1.2%
Department & Discount Stores78+5.4%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations76+1.3%
Health & Personal Care78+6.8%
Health Insurance72.0+4.3%
Hospitals75 0.0%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail83+3.8%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities75+4.2%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities72+5.9%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores80+3.9%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73 0.0%
Wireless Telephone Service71+1.4%

A proven methodology
with proven results.

American Customer Satisfaction Index (ACSI)

ACSI Technology: A Methodological Primer
Applying ACSI Technology to the Management of Government Services

CFI Group’s Products and Services are based on the patented methodology of the American Customer Satisfaction Index (ACSI), which is the only measure of its kind proven to predict financial results.

Nearly two decades of data from the ACSI shows the cause-and-effect link between customer satisfaction and financial performance. For example, firms with higher levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. Stock portfolios based on companies that show strong performance in ACSI deliver excess returns in up markets as well as down markets. And, at the macro level, customer satisfaction has been shown to be predictive of both consumer spending and gross domestic product growth.

Developed at the University of Michigan, the ACSI is the only uniform, national, cross-industry measure of customer satisfaction. The Index tracks satisfaction with more than 300 companies and over 100 federal or local government services, websites, and programs.

ACSI’s methodology has been adopted worldwide as a leading macro- and micro-level indicator by universities, governments, and countries including the United Kingdom, Sweden, Singapore, Korea, Turkey, Mexico, Colombia, Dominican Republic, Indonesia, Malaysia, Brazil, Portugal, South Africa, Kuwait, and Barbados.

The distinguishing feature of the ACSI® methodology is its patented cause-and-effect approach to customer satisfaction measurement. The technology behind the ACSI identifies key drivers of satisfaction and computes the impact that each of these drivers has on customer satisfaction, loyalty, and firm financial performance.

When applied to your organization, the unique cause-and-effect methodology of the ACSI will show the satisfaction level of your customers today—and allow you to predict the satisfaction level of your customers tomorrow—based on product or service changes that your organization may make. Finally, the ACSI translates customer satisfaction into financial performance—the incremental revenue or profit that satisfaction delivers.

“Top ACSI-scoring companies outpace the S&P 500 by a significant margin.”


The ACSI Fund vs. S&P 500The science of satisfaction, which is the foundation of the ACSI, is a combination of methodological advances in econometrics, psychometrics, and neuroscience that make it possible to assign metrics to things one cannot see, such as customer satisfaction (or consumer utility). The ACSI methodology not only makes it possible to measure customer satisfaction, it puts the resulting variable into a system of structural equations that provide valuable insights to identify which steps will improve an organization’s satisfaction the most and to predict financial consequences.

ACSI and its logo are Registered Marks of the University of Michigan, licensed worldwide exclusively to American Customer Satisfaction Index LLC with the right to sublicense.