How to Measure Customer Satisfaction, and Turn the Results into Better Decisions
CPS Energy Case Study
The Product is Just the Beginning: How Innovation Turns Ownership into a More Complex, Consequential Experience
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
Industry Sectors
We Serve
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 2, 2026 – At an annual rate of just 1.5%, GDP growth is also weak. GDP is highly dependent on consumer spending, which is its largest component. Yet despite continued inflation and weaker customer satisfaction, consumer spending has increased, driven by a small proportion of affluent households. Without this increase, GDP growth would have been negative.
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
Satisfaction With Federal Government Services Falls for First Time in Five Years
ACSI: Less Federal Staffing Means Lower Citizen Satisfaction With Federal Services
Federal Service Satisfaction Drops as Call Centers, Websites Lose Ground
Why Costco, Amazon and Trader Joe’s Rank Highest in ACSI Surveys
Rankings Named a Top Midwest Gas Station. It’s Not Casey’s or Maverik
Sheetz Earns Top 3 Spot on Best Workplaces in Retail List
Survey shows falling satisfaction with government services amid DOGE hangover
Why Pay A Luxury Premium When Toyota Owners Are Currently Happier Than Lexus Drivers?
Beloved fast-food chicken chain won’t change 80-year-old tradition, CEO says
