American Customer Satisfaction Index (ACSI): A Performance Indicator for both Accounting and Marketing Educators

• In Event: Session C: Management Accounting

Abstract

This paper reviews recent literature associated with the American Customer Satisfaction Index (ACSI). The paper also overviews how trends in customer satisfaction can provide benchmarking insights for companies, investors, trade associations and government agencies. The paper provides a hypothesis that individual and company ACSI scores are predictive of company return on investment, net cash flow, and stock returns and questions if accounting educators should take more notice of this additional primarily marketing quantitative tool.

Author

• Rebecca Goza, University of Central Oklahoma