ACSI: Measuring customer satisfaction and benchmarking your agency scores across government and industry
Who We Are and What We Offer
The Federal Consulting Group, a fee-for-service organization in the U.S. Department of the Interior, is the gateway to the American Customer Satisfaction Index in the federal government. The ACSI, developed at the University of Michigan in 1994, is the leading national indicator of customer satisfaction with U.S. products and services. It has been a standard metric in government since 1999. We work with our partners, the ACSI organization and CFI Group, to make the ACSI methodology available to measure employee and citizen satisfaction with federal programs. We also work with our partner, ForeSee, to bring you the E-Government ACSI.
American Customer Satisfaction Index Methodology
The proprietary ACSI employs a patented, proven methodology to measure customer satisfaction. The cause and effect nature of the methodology is a predictor of future customer behavior. It provides actionable data for you, as a manager or decision-maker, to make informed decisions, leverage scarce resources, and develop solid action plans based on statistically-valid metrics you can trust. Measuring program performance will help you focus management’s attention on outcomes. In addition, you will have important data to help satisfy the reporting requirements of the 1993 Government Performance and Results Act (GPRA) and the GPRA Modernization Act of 2010.
What Agencies Are Using the ACSI and with What Results?
Customers of agencies providing benefits are the most satisfied – in fact, the National Cemetery Administration of the Department of Veterans Affairs is on top with a score of 96 in 2013. An ACSI score of 96 is extremely high. To put this score in context, it is better than any score ever received by a private sector company! NCA has been able to maintain this extraordinarily high level of satisfaction for a decade.
FCG currently works with over 200 Federal departments and agencies on ACSI measures, including GSA, Veterans Administration, Social Security Administration, FAA, Department of Energy, Department of Labor, the State Department, Department of Education, Department of Transportation, Health Resources and Services Administration, IRS, and the National Weather Service, among many others. Organizations, like these, that have committed to using the ACSI methodology have benefitted from sustained improvement in citizen satisfaction as well as having an objective road map to help guide decisions in a more efficient manner.
Low ACSI scores can have a positive side. Some agencies may not realize that a program is underperforming, and they use the ACSI to find the parts of the program that do not meet customer expectations. Low scores highlight what needs to be fixed.
Strategic Benchmarking Capabilities
Benchmarking can be a powerful tool to bring your agency programs in line with or exceed agency or industry-wide ACSI scores in similar areas. ACSI reports will provide your agency the capability to compare your scores against other agencies and businesses with regard to:
- » Customer expectations
- » Perceived quality
- » Customer satisfaction
- » Customer complaints
- » Customer loyalty
- » Customer retention
We’re easy to work with. We offer a streamlined process that allows you to obtain our services quickly through an interagency agreement or similar arrangements that meet your agency’s requirements. Further, you don’t have to spend months developing survey questions and getting the approval of the Office of Management and Budget. FCG has already obtained a generic clearance for using ACSI surveys to assess the services of federal agencies. As a result, each new ACSI project receives expedited review and clearance—all taken care of by FCG.
For more information, contact Susan Grow at (202) 513-7671 or Susan_Grow@ios.doi.gov.
Last Reviewed: December 20, 2013