Many companies attempt to benchmark their performance against other firms in their industry. The American Customer Satisfaction Index (ACSI) is the nation's only cross-industry measure of customer satisfaction, giving businesses science-based insights across the complete arc of the customer experience. The ACSI conducts research and reports its findings using a 100-point scale across a variety of industries such as insurance, healthcare, travel, restaurant, and hospitality. A recent listing of companies in the wireless telephone communications service industry reported customers rated TracFone Wireless the highest with an ACSI score of 77 and Spring the lowest at 65. Verizon and AT&T were rated relatively the same with scores of 71 for Verizon and 70 for AT&T. These ACSI ratings assist companies with which of the following activities?

Many companies attempt to benchmark their performance against other firms in their industry. The American Customer Satisfaction Index (ACSI) is the nation's only cross-industry measure of customer satisfaction, giving businesses science-based insights across the complete arc of the customer experience. The ACSI conducts research and reports its findings using a 100-point scale across a variety of industries such as insurance, healthcare, travel, restaurant, and hospitality. A recent listing of companies in the wireless telephone communications service industry reported customers rated TracFone Wireless the highest with an ACSI score of 77 and Spring the lowest at 65. Verizon and AT&T were rated relatively the same with scores of 71 for Verizon and 70 for AT&T. These ACSI ratings assist companies with which of the following activities?


a. evaluating actual performance

b. controlling marketing activities

c. empowering employees

d. determining strengths, weaknesses, opportunities, and threats


Answer: a. evaluating actual performance


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