ACSI Pres 03 Pom 246.ppt
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Transcript of ACSI Pres 03 Pom 246.ppt
American Customer Satisfaction Index (ACSI)
You won’t have loyal customers until you have “completely satisfied customers!”
~William R. Loomis(baldridgeplus.com)
ACSI Presentation ’03
Starring--in alphabetical order : Sonja Arnet Allen Bischofberger Nathan Calabrese Jon Carpenter Tony Filiberti
ACSI Topics
What is ACSI?ACSI MetricsFAQs about ACSIACSI ModelCompany Examples
What is ACSI?
What it is…
ACSI:Created in the nineties to be an economic
indicatorA uniform, independent measure of
consumption tracks customer satisfaction trends and
provides helpful benchmarking insights
What it is…
An economic tool:For creating Industry standardsFor companies to use as a benchmarkFor consumers to use to make better
informed purchasing decisions
What it is…
The ACSI is based upon information compiled from customer evaluations of goods and services.
Later we will learn from the ACSI Model how customer satisfaction can lead to either customer loyalty or complaints.
ACSI Metrics
ACSI Measures:
Customer satisfaction with the quality of goods and services purchased in the United States over time
8 economic sectors, 35 industries, 190 companies, and Federal or local agencies* Includes domestic and foreign companies that have
major market shares in several industries (i.e. Toyota, Honda, etc.)
ACSI Process
1. Data is collected Collection is done at the individual customer level Random telephone interviews of adults (age of 18-84) are conducted
to obtain data Data collected is regarding the customer’s satisfaction with specific
products 700,000+ consumers are interviewed each year ACSI results created for each company are based on 250 customer
interviews
2. Data entered into a multi-equation, econometric
model
ACSI Process (cont.)
3. Scores are produced Reported on a 0-100 scale (0=Lowest;100=Highest) Four levels of scores:
Company-aggregated customer scores Industry-average of company scores weighted by the revenues of each
company Sector-industry scores weighted by industry revenues National-sector scores weighted by each sector’s contribution to GDP
Company Example
The Result
ACSI produces company-level satisfaction scores
Produces scores for the causes and consequences of customer satisfaction, and their relationships
Answers the questions: Are customer satisfaction and evaluations of quality
improving or declining for the nation’s output of goods and services?
Are they improving or declining for particular sectors of industry, for specific industries, or for specific companies?
FAQs about ACSI
Query #1
Who is behind the ACSI & how is it funded? Developed by the National Quality Research
Center at the University of Michigan Co-sponsored by ASQ, CFI Group and the
University of Michigan Business School Corporate subscribers Sales of ACSI reports
Query #2
Who benefits from ACSI? American consumers Companies Comparing quality Software available
Query #3
When were ACSI results first released? October, 1994 3rd Monday of February, May, August,
November, & December
Query #4
What kind of information is available to what companies? Any ACSI subscriber Corporate subscribers Also in Fortune, BusinessWeek
Query #5
Can a company not included not included in ACSI get its own customer satisfaction index? Pay a fee to receive:
index custom research
Query #6
How many companies are reviewed through ACSI? Approx. 200 companies 70 segments of federal agencies two local government services:
Policesolid waste
Specific companies are included and excluded
ACSI Model
ACSI Model
Elements of the ACSI ModelCustomer expectationsPerceived Quality Perceived valueSatisfactionCustomer complaintsCustomer Loyalty
ACSI Model
Customer expectation customers experiences with product or service and
information about it media advertising salesperson word of mouth from other customers
customers expectation influence the evaluation of quality and forecast how well the product or service will perform
ACSI Model
Perceived quality Three questions measure the perceived quality
overall quality reliability the extent to which a product or service meets
the customers needs
Perceived quality proves to have the greatest impact on customer satisfaction.
ACSI Model
Perceived Value Two questions measure the perceived value
overall price given quality overall quality given price
Perceived price is usually only important in the first purchase decision.
ACSI Model
Customer complaints
Customer complaint activity is measured as the percentage of respondents who reported a problem with a company’s product or service within a specified time frame. Satisfaction has an inverse relationship to customer complaints.
ACSI Model
Customer loyalty
Customer loyalty is measured through questions on the likelihood to purchase a company’s products or services at various price points. Customer satisfaction has a positive effect on loyalty, but the magnitude of that effect varies greatly across companies and industries
Company Examples
National, Economy, Sectors and Industries
ACSI divides Economy by type of good produced
8 major divisions Each division has quarterly report Reports available from US Government, University of
Michigan, and ACSI Newest Division, E-Commerce highly monitored
Fast paced, highly dynamic many new companies can be used somewhat successfully to determine stock
profitability
National, Economy, Sectors and Industries
Sections covered by ACSI (with %GDP) Transportation/Communications/Utilities (8.4%)
Airlines Cable/Satellite TV providers/Newspapers Express Mail
Manufacturing Durables (9.1%) Automobiles Household Appliances Computers/TV/VCR
Manufacturing Non-Durables (6.7%) Beverages/beer Food Processing Personal Care/Cleaning Products
National, Economy, Sectors and Industries
Sections covered by ACSI (cont.) E-Commerce (calculated GDP found in other sections)
Auctions Portals Retail
Finance and Insurance (8.4%) Banks Insurance
Retail (9.1%) Restaurants Service Stations Specialty and high volume Retail
National, Economy, Sectors and Industries
Sections covered by ACSI (with %GDP) Public Administration/Government (9.4%)
Police (metro) Federal Agencies Solid waste (metro)
Services (21.9%) Hospitals Hotels Motion Pictures
Corporate Subscribers
Corporate Subscribers Belong to ACSI or other organizations such as the CSMA (Consumer Satisfaction Measurement Association)
CSMA is a group of companies that conducts benchmarking studies in order to improve customer satisfaction.
CSMA has many more international members than ACSI
Corporate Subscribers
Notable ACSI Members AAFES Bank of America Bell South Direct TV Domino’s Home Depot US Department of Labor K-mart US Postal Service Verizon
Corporate Subscribers
Notable CSMA Members MCI Worldcom Department of the Army Honeywell Rockwell Electronic Payless Shoe Source Pitney Bowes Steel Authority of India Boeing Unisys Fiat
ACSI Case Study-Dow Corning
Dow CorningFounded in 1943$2.7 Billion 25,000 companies supplied with Dow
productsOver 7,000 products
Ceramics Lubricants Aerospace
ACSI Case Study-Dow Corning
Mid 1990’s saw the emergence of a strong silicon based industryNeeded to gain competitive advantageProduce performance-enhancing materialFix global Supply Chain Improve Customer satisfaction index
ACSI Case Study-Dow Corning
ACSI style surveys used as an indicator for Customer satisfaction improvement
Based on Customer complaints Globalization stretched Supply chainSAP created Supply Chain Management
software
ACSI Case Study-Dow Corning
SAP Software improvementsReduced lead time
9-20% depending on productQuicker shipping to worldwide customers
Reduced significantlyOverall improvement in responsiveness
Orders processed more quickly
ACSI Case Study-Dow Corning
ResultsQuicker ship times lead to higher customer
satisfactionReduced inventory keeps administrative
and warehousing costs low Increase in customer satisfaction helps
retain investors (stockholders) Improved forecasting accuracy, especially
for custom orders
Conclusion
What ACSI is as an financial toolHow it measures Customer SatisfactionThe ACSI model (a great exam question!)The Dow Corning case study
References
http://www.theacsi.com/overview.htm http://www.baldrigeplus.com http://www.flash.net/~benchmar/csma.html http://www.sap.com Text: The Management & Control of Quality,
5th ed., by Evans & Lindsay, 2002.
The End
Any questions?