How Do Customers Evaluate Your Service?

If you are curious as to how consumers evaluate customer service in your type of business, then check out the American Customer Satisfaction Index (ACSI). Using customer interviews and a multi-equation econometric model developed at the University of Michigan's Ross School of Business, they rate 10 economic sectors, 45 industries and more than 225 companies and federal or local government agencies. ACSI ratings are on a 0 – 100 scale and focus on two areas: Drivers of satisfaction: Customer Expectations, Perceived Quality and Perceived Value and Outcomes of satisfaction: Customer Satisfaction, Customer Complaints, and Customer Loyalty. Interesting results: The two highest rated (many tied for third) are breweries and soft drinks, and the three lowest rated are airlines, subscription television services and government.