Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

Glossary

American Customer Satisfaction Index (ACSI) The only national, cross-industry measure of customer satisfaction in the United States. This strategic economic indicator is based on customer evaluations of the quality of goods and services purchased in the United States that have been produced by domestic and foreign firms with substantial U.S. market share. The ACSI measures the quality of economic output as a complement to traditional measures of the quantity of economic output by surveying roughly 70,000 customers about the products and services they use the most. The survey data serves as inputs to an econometric model that benchmarks customer satisfaction at more than 300 companies in 43 industries and 10 economic sectors, as well ...