American Customer Satisfaction Index LLC

The American Customer Satisfaction Index (ACSI) is an economic indicator that measures the satisfaction of consumers across the U.S. economy. Produced by ACSI LLC and based in Ann Arbor, Michigan, its core mission is to provide a uniform and independent measure of household consumption experience. The ACSI tracks trends in customer satisfaction, offering benchmarking insights for companies, industry trade associations, and government agencies. It serves as a national indicator of the health of the U.S. economy, a tool for gauging the competitiveness of individual firms, and a predictor of future profitability.

ACSI's key offerings include producing customer satisfaction benchmarks for 10 economic sectors, 40 to 47 industries, and hundreds of companies and government services. The organization employs a science-based, proprietary methodology and an econometric model derived from extensive customer interviews. Its services, such as ACSI Benchmarks, ACSI Analytics, and Global CSI, cater to a diverse market including researchers, corporations, government agencies, market analysts, investors, and consumers.

As of early 2026, ACSI continues to release timely industry studies, including reports on Travel, AI Platforms, Energy Utilities, and Finance. Recent findings from the 2026 ACSI Travel Study highlighted significant improvements in airline customer satisfaction, with American Airlines showing notable gains. Founded by Dr. Claes Fornell, who also serves as chairman of CFI Group, ACSI maintains its position as the sole national cross-industry measure of customer satisfaction in the United States and is recognized by the U.S. federal government as the gold standard for customer satisfaction benchmarking.