In October, ACSI staff will travel to San Diego, California, to join 350+ energy utility professionals at the 15th annual EMACS – The Customer Experience Conference, organized by Chartwell. The 2012 conference, set for October 9 to 12, will feature over 30 presentations on topics that shape the overall experience of residential energy utility customers.
The conference represents the flagship customer experience event for the energy utility industry. EMACS attendees are invited to stop by Booth 805 in the Exhibit Hall of the Manchester Grand Hyatt to meet with ACSI staff and learn about our services for energy utility clients.
For nearly two decades, the ACSI has benchmarked residential customer satisfaction for the largest investor-owned utilities in the United States. In 2013, the ACSI will complete its third year of measuring satisfaction with municipal and cooperative utilities.
In April of each year, the ACSI publicly releases first quarter scores for approximately 30 utilities, identified by independent ACSI researchers based on size of residential business. The first quarter scores, however, tell only a small fraction of the customer experience story. By engaging ACSI services, energy utility clients access confidential data four times each year, covering not only customer satisfaction itself, but also customers’ perceptions of power reliability and the ability to restore power after an outage.
Here are just a few of the media clips discussing ACSI results in February: USA Today reviews the latest ACSI E-Commerce results, and in a second article focuses on Travelocity and the online travel website category. MSNBC.com writes on the latest ACSI data for the supermarkets industry. The Sun-Sentinel considers the strong, ACSI industry-leading satisfaction for the supermarket Publix. The Wall Street Journal mentions the ACSI online brokerage category.
Forbes discusses the “changing face of retail” and the generally stronger customer satisfaction provided by online retailers. Federal News Radio, GovExec.com and MSN Money discuss the 2011 ACSI federal government citizen satisfaction results released in late January. Business Insider uses ACSI data to identify some of America’s “most hated companies.”
In January, Malaysia officially joined the group of countries using the ACSI methodology to create a national index of customer satisfaction. Dr. Forrest Morgeson of ACSI traveled to Kuala Lumpur in late January and early February to work with the Malaysian Productivity Corporation, the group in Malaysia that has licensed the ACSI. Inaugural results for the Malaysian Index are planned for release later this year.
In addition to Malaysia, ACSI-sponsored projects are ongoing in Barbados, Colombia, Dominican Republic, Malaysia, Mexico, Singapore, South Korea, Sweden, Turkey, and the United Kingdom.
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.