Telecommunications Customers Reprice their Expectations
Respite Care at a Crossroads: Why Experience, Stability, and Trust Are Now Strategic Imperatives
Pent-Up Defection Is Building. Innovation Offers a Way Out.
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, Spring 2017
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As the only national cross-industry measure of customer satisfaction available in the United States, the American Customer Satisfaction Index is a strategic resource for business, investment, and government communities alike.
U.S. Overall Customer Satisfaction
Quarter 1, 2026 – Estimates about how much has been invested to improve customer satisfaction/customer experience over the years vary, but it appears to be well over $100 billion annually with no detectable returns. If anything, the returns have been negative. Customer complaints have now reached record levels, surging by 16% in the first quarter.
ACSI Portfolio vs. S&P 500
Companies with high ACSI scores typically do very well in the stock market. If one created a portfolio of the top 30-35 ACSI companies in their respective industries each quarter, weighted by customer satisfaction elasticity to customer retention, it would demonstrate something quite extraordinary.
The ACSI® Difference
The American Customer Satisfaction Index is the only national cross-industry measure of customer satisfaction that represents the U.S. economy. Organizations of all types from a wide range of diverse industries use the respected ACSI methodology to obtain science-based insights across the complete arc of the customer experience.
Cross-Industry Comparison
Offers unique benchmarking capabilities with other industries and select best-in-class companies.
Proprietary Methodology
Stable multivariable modeling system for measuring customer satisfaction. Produces accurate, reliable customer experience data.
Unique Benchmarking
The only uniform, national, cross-industry measure of customer satisfaction.
Predictive Capabilities
Cause-and-effect model measures the drivers and outcomes of customer satisfaction.
ACSI Solutions
ACSI In The News
Honoring service, supporting families: VRCN partners unite for Memorial Day
American Airlines Jumps Into Race To Offer Starlink Inflight Wi-Fi
Samsung Retakes Sole Top Spot in US Satisfaction
Samsung Tops Apple in U.S. Customer Satisfaction
Samsung Edges Ahead Of Apple In US Smartphone Satisfaction Rankings
Samsung Tops Apple in U.S. Smartphone Satisfaction Survey
https://www.thelec.net/news/articleView.html?idxno=10707
U.S. customer satisfaction stagnant after 13 years of spend: ACSI
New Survey Says T-Mobile Tops Verizon and AT&T on Customer Satisfaction
