The ACSI® vs. Other Syndicated Research Providers
The American Customer Satisfaction Index (ACSI®) has been measuring customer satisfaction across the U.S. economy since 1994 with a scientifically-validated methodology that’s stood the test of time. Unlike point-in-time surveys or single-metric approaches, our approach connects customer satisfaction directly to business outcomes through rigorous cause-and-effect relationships. Our insights are grounded in 30+ years of research and benchmarks that show you how you stack up nationally.
| ACSI | Other Syndicated Research Providers | |
|---|---|---|
| Primary Purpose | Identify what drives future customer behavior, allowing you to prioritize investments where retention and ROI are maximized | Brand and product rankings |
| Benchmarking | Strategic and consistent approach that applies nationally, across industries, and over-time, to provide an overview of the American economy | Varies by industry and provider, industries hand-picked based on sales potential |
| Analytics | Proprietary data science published in leading marketing journals; constructed to deal with challenges inherent to satisfaction data | Standardized modeling approaches |
| Business Impact | Predictive modeling of loyalty, retention, and financial impact; validated across industries by success of ACSI stock fund | Success varies from industry to industry |
| Decision Support | Measures the full customer relationship and identifies the touchpoints and attributes that have the greatest impact on satisfaction, loyalty, and future behavior | Diagnostics often limited to one experience or touchpoint, sometimes mixing brand (general perceptions) and satisfaction (CX) together |
| Executive Credibility | University-developed, investor-recognized | Commercial research brand |
| External Validation | Economic indicator trusted by media and analysts | Awards and marketing claims |
| Strategic Value | Enterprise CX strategy and performance management | Recognition and communications |
Best fits for Clients who value:
| Best fits for Clients who value:
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