On January 25th, 2011, the ACSI released results for its annual Citizen Satisfaction study. This study focuses on the satisfaction of users of U.S. federal government services, covering citizen experiences with a broad cross-section of federal departments and agencies. In 2010, satisfaction with federal government services plummeted, the study found, down 4.8% to 65.4. This drop represents the largest single-year decline in satisfaction with the federal government since ACSI measurement began.
To learn more about the 2010 Citizen Satisfaction study, visit the following links:
Federal Government Commentary
Federal Government Press Release
Federal Agency/Segment Scores
Public Administration Sector Scores
To see a sample of the media coverage for this ACSI release, visit the links below:
Federal News Radio
Federal Computer Week
The new study, titled “An Investigation of the Cross-National Determinants of Customer Satisfaction” and forthcoming in Journal of the Academy of Marketing Science, examines a very large sample of customer satisfaction data across 19 nations to determine which factors are most responsible for differences in satisfaction scores across countries. The findings, detailed in the article, should prove useful to market researchers, academic researchers, and those generally interested in how competitiveness impacts economic success in the global economy.
Study abstract: “Many multinational corporations have implemented cross-national satisfaction measurement programs for tracking and benchmarking the satisfaction of their customers across their various markets. These companies measure satisfaction with the goal of maximizing customer loyalty and the financial benefits associated with loyalty. However, existing research comparing consumer satisfaction across nations is limited, with the few existing studies examining only a small number of countries or predictors of satisfaction, or a small group of consumers within a particular economic sector. To expand our knowledge of the determinants of cross-national variation in customer satisfaction, we study three sets of factors: cultural, socioeconomic and political-economic. We utilize a unique sample of cross-industry satisfaction data from 19 nations, including nearly 257,000 interviews of consumers. Consistent with our hypotheses, we find that culture does impact satisfaction. We also find a negative relationship between per capita gross domestic product and satisfaction, but a positive relationship between satisfaction and literacy rate, trade freedom, and business freedom. We discuss the implications of these findings for policymakers, multinational corporations, and researchers.”
See the “Online First” version of the article here (via SpringerLink): An Investigation of the Cross-National Determinants of Customer Satisfaction
On October 20th, ACSI’s newest partner in the Caribbean released the inaugural results for its national index of customer satisfaction. Metriqual, headquartered in Santo Domingo on the island nation of the Dominican Republic, released the first set of results for INSAC (Indice Nacional de Satisfacción de Clientes República Dominicana, or National Index of Customer Satisfaction-Dominican Republic) in several media outlets and on its website. These results covered three industries vital to the economy of DR: Credit Cards, Mobile Telephone Service, and Health Insurance. With the release, the Dominican Republic joins a rapidly growing list of countries using the ACSI methodology to create national indices of customer satisfaction, including the United Kingdom, Singapore, Sweden and Turkey. To learn more about INSAC’s first set of results, visit their website: Metriqual/INSAC. To learn more about all of ACSI’s global partnerships, visit our website: ACSI Global Leadership.
While Lincoln and Buick made headlines for snagging the top two slots in ACSI’s 2010 results released last month, the third contender of the proverbial Big Three was conspicuously absent. Of course, the headlines could have taken a different twist—Jeep, Dodge Place Last in Satisfaction. At 77 and 78, Jeep and Dodge brands are indeed the worst satisfiers this year, with the Chrysler nameplate somewhat higher, but still below the average at 80.
ACSI results at the corporate level for the Big Three show Ford and GM brands holding to an average of 86 and 85, respectively, while Chrysler overall declines 4% to an average of 78, far below their domestic competitors. ACSI also compares U.S. versus Asian nameplates (Japan and Korea) each year, and this year the U.S. nameplates edge out Asian nameplates very slightly for the first time since 2000. If Chrysler’s lower performing brands were removed from the U.S. group, Detroit’s advantage would gain considerably.
Chrysler and GM both received bailouts that were met with uneven sentiment in the popular media, while Ford alone maneuvered through the height of the recession bailout-free. Certainly that may have helped Ford’s image in recent months, but Chrysler shows a long history of lagging behind Ford and GM in ACSI. Dodge’s satisfaction peaked at 81 in 2009 (below the industry average of 84), while Jeep has never gotten past 79. The Chrysler nameplate hit 84 in 2009, but looking at all of its measures since 1994, the brand most often ends up at a middling level of 80 (10 out of 17 years).
Click here to see the complete ACSI results for the auto industry.
Media Highlights August 2010
Press Release, August 17, 2010—Detroit Tops Auto Industry for the First Time Ever
CBS News, Ford, GM Models Top Customer Satisfaction Survey.
The Wall Street Journal, Ford, GM Brands Top Customer Satisfaction – Study
Chicago Sun-Times, U.S. Car makers top satisfaction list
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.