The American Customer Satisfaction Index (ACSI): A sample dataset and description

This article provides a sample of survey data collected by the American Customer Satisfaction Index (ACSI). Using on-line sampling and stratified interviewing techniques of ac-tual customers of predominantly large market-share ("large cap") companies, the ACSI annually collects data from some 40 0,0 0 0 consumers residing across the United States for more than 400 companies within about 50 consumer industries.For this article and the data depository, consumers' per-ceptions of their experiences with individual companies in-cluded within four consumer industries as defined and mea-sured by ACSI - processed food, commercial airlines, Internet service providers, and commercial banks - are included in the dataset. These industries were chosen to represent and illustrate a cross-section of data from differentiated sectors, not because they are representative of the larger economy or larger ACSI dataset per se. The survey items reflect a di-verse array of customers' perceptions regarding prior expec-tations, perceived quality, perceived value, customer satisfac-tion, complaint behavior, and customer loyalty. These are also the core latent factors modeled in the so-called ACSI model since 1994.The ACSI model is continuously analyzed using a proprietary and patented Partial Least Squares structural equation modeling approach (PLS-SEM). Detailed firm-or brand-level results from the ACSI data are used by individual companies for strategic organizational decision-making and in the aggregate to forecast trends in the U.S. national economy. ACSI data have been analyzed in thousands of peer-reviewed academic and practitioner journal articles.(c) 2023 The Author(s). Published by Elsevier Inc.This is an open access article under the CC BY-NC-ND license( http://creativecommons.org/licenses/by-nc-nd/4.0/ )