Welcome to ACSI Matters

The New Blog for the American Customer Satisfaction Index (ACSI)

Welcome to ACSI Matters, the new American Customer Satisfaction Index (ACSI) blog. On this blog we will focus on a variety of subjects relating to the American Customer Satisfaction Index and customer satisfaction in general. We will discuss original research involving the ACSI, new ACSI data releases and commentaries, and news and media stories relating to the ACSI, as well as a variety of additional topics. Whether you are an academic or market researcher, a corporate professional or manager, or just a consumer interested in customer satisfaction, the information on this blog should be of interest to you. Check back often for new updates and information.

ACSI Releases July 2010 E-Business Results

Big drop for Google; Low first-time scores for Facebook and MySpace

On July 20th, the ACSI released results for the E-Business category, including satisfaction scores for a variety of search engines, portals, news and information websites, and for the first time, social media websites. A variety of interesting results can be found in this report, including a big drop in satisfaction for industry leader Google, low first-time scores for Facebook and MySpace, and a strong satisfaction debut for FoxNews.com.

See the commentary by Professor Claes Fornell on these results here: E-Business Commentary.  The Press Release can be found here: E-Business Press Release, and the ACSI scores here: 2010 E-Business Scores.

New ACSI Research on Satisfaction with the U.S. Federal Government

Study abstract: “A growing body of research focuses on the relationship between e-government, the relatively new mode of citizen-to-government contact founded in information and communications technologies, and citizen trust in government. For many, including both academics and policy makers, e-government is seen as a potentially transformational medium, a mode of contact that could dramatically improve citizen perceptions of government service delivery and possibly reverse the long-running decline in citizen trust in government. To date, however, the literature has left significant gaps in our understanding of the e-government-citizen trust relationship. This study intends to fill some of these gaps. Using a cross-sectional sample of 787 end users of US federal government services, data from the American Customer Satisfaction Index study, and structural equation modeling statistical techniques, this study explores the structure of the e-government-citizen trust relationship. Included in the model are factors influencing the decision to adopt e-government, as well as prior expectations, overall satisfaction, and outcomes including both confidence in the particular agency experienced and trust in the federal government overall. The findings suggest that although e-government may help improve citizens’ confidence in the future performance of the agency experienced, it does not yet lead to greater satisfaction with an agency interaction nor does it correlate with greater generalized trust in the federal government overall. Explanations for these findings, including an assessment of the potential of e-government to help rebuild trust in government in the future, are offered.”

See the full article here: Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship