The American Customer Satisfaction Index (ACSI): A sample dataset and description

Area of Science:

• Consumer behavior research
• Marketing analytics
• Economic forecasting

Background:

• The American Customer Satisfaction Index (ACSI) annually surveys 400,000 consumers across 50 industries.
• Data collection employs online sampling and stratified interviewing for large market-share companies.
• The ACSI model, established in 1994, measures core latent factors of customer experience.

Purpose of the Study:

• To provide a sample of ACSI survey data for analysis.
• To illustrate consumer perceptions within specific sectors: processed food, airlines, internet service providers, and commercial banks.
• To showcase the application of the ACSI model in understanding customer satisfaction.

Main Methods:

• Utilized a dataset representing consumer perceptions of prior expectations, perceived quality, perceived value, customer satisfaction, complaint behavior, and customer loyalty.
• Employed the proprietary Partial Least Squares structural equation modeling (PLS-SEM) approach for data analysis.
• Focused on four distinct consumer industries to represent diverse market sectors.

Main Results:

• The dataset includes consumer satisfaction metrics for processed food, commercial airlines, internet service providers, and commercial banks.
• Survey items capture key drivers of customer satisfaction and loyalty.
• ACSI data provides insights for strategic decision-making and economic trend forecasting.

Conclusions:

• The ACSI provides a robust framework for measuring and understanding customer satisfaction across various industries.
• Consumer perceptions of quality, value, and loyalty are critical indicators of company performance.
• ACSI data serves as a valuable resource for both academic research and business strategy.