• 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%

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Government Websites 2016

This study provides much needed information about citizens' perceptions of agency websites, but also profiles the citizen visitors to understand...

Government Websites 2016 Infographic

A visual representation of Government Websites 2016 (scroll to download PDF). To download full report, click here....

ACSI Federal Government Report 2015

Citizen satisfaction with services of the U.S. federal government declines for the third consecutive year, down 0.8% to an ACSI...

The CFI Group Analytics Advantage

Established in 1994, the American Customer Satisfaction Index (ACSI) is a powerful economic indicator used to track trends in customer satisfaction...

Five Rules for B2B Success

With the ever-increasing rate of technological change, companies are more inclined to continually offer bigger,improved, feature-rich products or services, convinced...

Optimizing Customer Satisfaction and Maximizing Performance

Many organizations, especially those with successful customer satisfaction measurement programs, ultimately ask “When is enough really enough?” Their measurement-inspired action...

Top 10 Customer Satisfaction Survey Best Practices

1. Use Scientific Questionnaire Design. You probably already have a very good idea of what drives customer satisfaction. Customer service...

Measuring Your Way to Success

In today’s competitive marketplace, customer satisfaction is critical to long-term profitability. Customers whose needs and desires remain unmet will take...

Cost Cutting and Your Customer: What You Should Know about Scaling Back Strategically

Cost-cutting is a smart way for businesses to stay solvent in a rocky economy. But cutting the wrong costs could...

How to Balance Customer Satisfaction and Profitability

Improve your bottom line with customer satisfaction metrics that optimize satisfaction and maximize profit. Invest in too many customer touchpoints,...

Getting Started with Customer Journey Mapping

Customer Journey Mapping moves beyond just capturing feedback from customers and instead looks at all of the touchpoints, purchase stages,...

The American Customer Satisfaction Index (ACSI) Technology: A Methodological Primer

The purpose of this paper is to provide the reader with an overview of how the ACSI technology as delivered...

Applying the American Customer Satisfaction Index (ACSI) Technology to the Management of Government Services: Rationale, Rigor and Results

The purpose of this paper is to provide the reader with an overview of how the ACSI technology as delivered...