The American Customer Satisfaction Index (ACSI) focuses on
A) differentiating a product based on its quality.
B) rating a company's quality based on its leadership, strategic planning, and customer and market focus.
C) the audit of a company's business processes in order to ensure quality.
D) quality as perceived by product and service users.
E) the creation of a quality control system that can meet published quality standards.

Question

Quizplus · Accepted Answer

The American Customer Satisfaction Index (ACSI) measures the satisfaction of consumers with the quality of products and services available to them. It focuses on quality as perceived by the users of these products and services, rather than internal company processes or standards.

The American Customer Satisfaction Index (ACSI) Focuses on