American customer service satisfaction index methodology
The American Customer Satisfaction Index, based on interviews with a random sample of 65,000 consumers, gave Northwest a score of 56 out of a possible 100. Of the 160 named corporations for which data is collected, only Pacific Gas & Electricity, the power utility that failed to keep the lights on in California, scored lower. PATENTED TECHNOLOGY: CFI Group is a founding partner of the American Customer Satisfaction Index ® (ACSI). We are the only company within the United States licensed to apply customized ACSI methodology in both the government and business sectors. Customer Satisfaction Score (CSAT) This is the most standard customer satisfaction metric, asking your customer to rate her satisfaction with your business, product, or service. Your CSAT score is then the average rating of your customer responses. The scale typically ranges between 1 – 3, 1 – 5, or 1 – 10.