UK— CFI is launching a National Customer Satisfaction Index for the UK modelled on the American Customer Satisfaction Index (ACSI).

The new index, based on a quarterly survey of around 5,000 people in the UK, covers banks, supermarkets and mortgage lenders.

The methodology, originally developed by the University of Michigan, measures not only satisfaction but also expectations, perceived quality and value, complaints and loyalty.

CFI is being advised in the UK by Patrick Barwise, professor ofmanagement and marketing at London Business School. Barwise said: “The ACSI is the gold standard measure of customer satisfaction in the USA. As well as being an authoritative scorecard, it also provides diagnostic measures to help companies priorities their improvement efforts, by showing which actions are likely to have the biggest impact on customer satisfaction and, ultimately, the bottom line. I am delighted to be helping CFI bring these benefits to UK companies.”

In the first survey, the highest and lowest scorers were both in the supermarket sector, Waitrose with 82 and Somerfield with 63 (out of 100 ).

Author: Robert Bain

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