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.
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).Read More