Dr. Claes Fornell, Founder and Chairman
Claes Fornell is the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. In 1994, Fornell founded the American Customer Satisfaction Index (ACSI)—a monthly economic indicator of the quality of economic output. Fornell is the author of several books and hundreds of articles examining customer satisfaction and consumer behavior. According to the International Journal of Research in Marketing, Fornell is the author of 3 of the 20 most influential papers in marketing science published in leading academic marketing journals (and 5 of the top 50) over a 20-year period. Fornell’s seminal book, The Satisfied Customer, is a must-read blueprint for understanding the value of customer satisfaction in modern business practice. In addition to ACSI LLC, Fornell has founded several companies, including CFI Group, ForeSee Results, and ACSI Funds.
David VanAmburg, Managing Director
David VanAmburg joined the American Customer Satisfaction Index in 1998 and was named Director for ACSI’s federal government satisfaction study in 1999, piloting the first-ever government-wide initiative to measure citizen satisfaction using a uniform methodology. In 2001, he was promoted to Managing Director of the ACSI as a whole. As an expert in customer satisfaction, VanAmburg has lectured at the University of Michigan and venues abroad, addressing the relationships among satisfaction, quality, customer service, loyalty, and shareholder value. VanAmburg is regularly quoted and featured in numerous print and radio media, including The Wall Street Journal, Bloomberg, CNN, and TIME.
Dr. Forrest V. Morgeson III, Director of Research and Global CSI Manager
Forrest Morgeson is responsible for managing ACSI’s academic research and statistical analysis, as well as its international licensing program and global custom research projects. Morgeson’s areas of expertise include citizen satisfaction with government services, cross-national citizen and consumer satisfaction, and the financial impact of customer satisfaction in the private sector. His research has been published in leading peer-reviewed marketing and business administration journals. Morgeson’s book entitled Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust was released in 2014. Morgeson has consulted with dozens of government agencies and multiple corporations on both citizen and consumer satisfaction, and has delivered lectures and presentations in more than 30 countries around the world.