AUSTRALIAN CUSTOMER SATISFACTION INDEX (ACSI)

Australian Customer Satisfaction Index ( ACSI ) has been launched in Australia, for measuring and benchmarking organisations in Australia on customer satisfaction, within & across sectors.

CXlence has introduced the customer satisfaction measurement & diagnostics in collaboration and partnership with the globally respected American Customer Satisfaction Index (ACSI), using the ACSI customer satisfaction measurement and diagnostics methodology.

  • This unique measurement framework enables organisations and companies in Australia to benchmark all aspects of customer experience with industry peers and eventually with best in class companies in other industries(the measures, benchmarks and diagnostics, will help them improve on end customer satisfaction).
  • Consumers also benefit by getting an objective & independent end customer satisfaction based measure to benchmark organisations & companies.

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ACSI METHODOLOGY

The Australian Customer Satisfaction Index (ACSI) will use the science based proprietary methodology of American Customer satisfaction Index(ACSI).

In the methodology , the USA based ACSI uses customer interviews as input to a multi-equation econometric model developed at the University of Michigan’s Ross School of Business. The ACSI model being used by the Australian ACSI is a cause-and-effect model with indices for drivers of satisfaction on the left side (customer expectations, perceived quality, and perceived value), satisfaction (ACSI/ACSI) in the centre, and outcomes of satisfaction on the right side (customer complaints and customer loyalty, including customer retention and price tolerance).

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ACSI FOUNDING PARTNERS

Our Partners have the opportunity to connect with potential customers at an unforgettable moment in their career.