Oscar B

“For a macro cross-industry view, however, consider the robust methodology used in The American Customer Satisfaction Index (ACSI), developed by Claes Fornell in conjunction with the National Quality Research Center (NQRC), Stephen M. Ross School of Business at the University of Michigan. ACSI measures consumer satisfaction with goods and services in the United States.”
― Robert Thompson, Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies