How to Maintain Loyalty in a More Demanding Economy
A Fountain Drink as a Brand Signature: Beverage Customization Is Reshaping the QSR Experience
The Subscription TV Bundle Isn’t Dead, But Its Value Proposition Is on Trial
In competitive markets, firms are rewarded by treating their customers well and punished for treating them badly. The rewards/punishments show up, not only in earnings, but also in stock prices and make equity markets better aligned with consumer utility, which, in turn, causes an upward shift in demand curves. As a result, consumer spending increases and so does economic growth.”
– Claes Fornell, Founder and Chairman of ACSI®
University of Michigan, Ross School of Business: A Legacy of Innovations, Spring 2017
Industry Sectors
We Serve
As the only national cross-industry measure of customer satisfaction available in the United States, the American Customer Satisfaction Index is a strategic resource for business, investment, and government communities alike.
U.S. Overall Customer Satisfaction
Quarter 2, 2026 – At an annual rate of just 1.5%, GDP growth is also weak. GDP is highly dependent on consumer spending, which is its largest component. Yet despite continued inflation and weaker customer satisfaction, consumer spending has increased, driven by a small proportion of affluent households. Without this increase, GDP growth would have been negative.
ACSI Portfolio vs. S&P 500
Companies with high ACSI scores typically do very well in the stock market. If one created a portfolio of the top 30-35 ACSI companies in their respective industries each quarter, weighted by customer satisfaction elasticity to customer retention, it would demonstrate something quite extraordinary.
The ACSI® Difference
The American Customer Satisfaction Index is the only national cross-industry measure of customer satisfaction that represents the U.S. economy. Organizations of all types from a wide range of diverse industries use the respected ACSI methodology to obtain science-based insights across the complete arc of the customer experience.
Cross-Industry Comparison
Offers unique benchmarking capabilities with other industries and select best-in-class companies.
Proprietary Methodology
Stable multivariable modeling system for measuring customer satisfaction. Produces accurate, reliable customer experience data.
Unique Benchmarking
The only uniform, national, cross-industry measure of customer satisfaction.
Predictive Capabilities
Cause-and-effect model measures the drivers and outcomes of customer satisfaction.
ACSI Solutions
ACSI In The News
Customer complaints are at a record high
As complaints surge, shoppers say trusted US brands are becoming ‘husks’ after buyouts
American Airlines elevates chief customer officer to leadership team
Chick-fil-A brings 9 former test items nationwide
Chick-fil-A Unveils New Fall Menu With ‘Playful And Unexpected’ Twists
Consumers are mad as hell and aren’t gonna take it anymore
ACSI: Customer Satisfaction Slides, Raising Risk of Customer Defection
Jersey Mike’s tops Chick-fil-A in customer satisfaction rankings
Why AI Phones Are Becoming The New Battleground For Samsung, Apple And Google