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.
In May, Indonesia joined a growing list of countries to adopt the ACSI methodology and create a national index of customer satisfaction. ACSI’s program for international partners – Global CSI – allows these organizations to create customer satisfaction indexes for their own national economies using ACSI’s methods and software. Data collection on the Indonesian project is set to begin this summer, with inaugural results planned for release in October 2011. ACSI contracted with Mars-Indonesia, a well-respected market research firm headquartered in Jakarta and founded by Dr. Asto Subroto, to produce Indonesia’s national index of satisfaction. Dr. Forrest Morgeson of ACSI traveled to Jakarta in May to work with Dr. Subroto’s team and help plan the index.
In addition to Indonesia, versions of the ACSI are ongoing in Barbados, Colombia, Dominican Republic, Mexico, Singapore, South Korea, Sweden, Turkey, and the United Kingdom. A pilot study is also set to launch in 2011 in South Africa.