Question

Topic: Customer Behavior

Standardized Customer Satisfaction Survey

Posted by Anonymous on 2/11/2005 at 4:34 PM ET 50 Points
I know there are standardized customer satisfaction surveys out there somewhere. I saw them in Stats class years ago. Anyone know of an online source?
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  • Posted by Jim Sterne on 2/11/2005 at 5:02 PM Member
    Established in 1994, the American Customer Satisfaction Index (ACSI) is a uniform and independent measure of household consumption experience. A powerful economic indicator, the ACSI tracks trends in customer satisfaction and provides valuable benchmarking insights of the consumer economy for companies, industry trade associations, and government agencies.

    From: https://www.theacsi.org/

  • Posted by mgoodman on 2/11/2005 at 10:30 PM Member
    Why use a standardized survey when you can design one that will address your specific needs and the key issues in the industry in which you operate?

    Is there something about customer satisfaction measurement that you feel is better served by using some kind of standardized tool?

    I always feel that there's nobody who understands my market better than I do (or than I want to), so I'd much rather "roll my own" than buy some generic package.
  • Posted by bobhogg on 2/13/2005 at 2:24 PM Accepted
    fredj5...

    You might also find the information on this website of help:

    https://www.leadershipfactor.co.uk/surveys/

    It doesn't give you standardised surveys, but it does explain the importance of different aspects of such surveys.

    Good luck,
    Bob
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