the american customer satisfaction index (acsi)

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1、TheAmericanCustomerSatisfactionIndex(ACSI)TheAmericanCustomerSatisfactionIndex(ACSI)MeasuringCustomerSatisfactionfortheFederalGovernmentDavidVanAmburg--UniversityofMichiganWhatistheACSIEstablishedin1994Measures36industries/200companies/agenciesCoversover1/

2、3ofU1>.S.economyTheonlyuniform,cross-industry/agencymeasureofsatisfactionwithgoodsandservicesavailabletoU.S.consumersLinksorganizationalactivitiescustomersatisfactionoutcomesACSISectors&IndustriesNationalACSIManufacturingNondurables7.3%ManufacturingDur

3、ables9.7%Transportation,Communications,Utilities8.3%Retail8.8%Finance,Insurance7.8%Services20.4%PublicAdministration,Government9.6%Automobiles,Vans&LightTrucksConsumerElectronicsHouseholdAppliancesPersonalComputersAirlinesBroadcasting,TVCable&Satel

4、liteTVEnergyUtilitiesParcelDelivery&ExpressMailPublishing/NewspapersTelecommunications/TelephoneServiceU.S.PostalServiceDepartment&DiscountStoresGasolineServiceStationsRestaurants,FastFood,Pizza,CarryoutSpecialtyRetailersSupermarketsCommercialBanks

5、Insurance/Property&CasualtyInsuranceLifeInsurancehealthcareHospitalsHotelsMotionPicturesLocalGov’t:SolidWasteDisposalPoliceFederalGov’t:agencysegmentsApparel/AthleticShoesApparel/SportswearBeverages/BeerBeverages/SoftDrinksFoodProcessingPersonalCare&am

6、p;CleaningProductsPetFoodsTobacco/CigarettesPortalsRetailAuctionsFinancialServicesE-CommerceTheACSIModelCustomersatisfaction(ACSI)isembeddedinasystemofcauseandeffectrelationshipsMeasuresaregeneralenoughtobecomparableacrossagencies,companiesACSIismeasuredus

7、ingmultipleindicatorsObjective:ExplaindesiredoutcomesTHEMETHODOLOGYCustomerSurveysPLUSEconometricModelingACSIMeasures:KeyDriversofSatisfactionSatisfaction(ACSI)DesiredOutcomeNote:Indicesarereportedon0-100scalesWhoParticipatesintheACSI?Federalservicesdelive

8、redto:RecreationalvisitorstopubliclandsIndividualandcorporatetaxfilersCitizensreceivinghealthandretirementbenefitsInformationanddatausersVeteransRecipientsoffinancialservicesCustomersofregulatoryagenciesWhatE