chapter 6 - Malaysia Productivity Corporation ( MPC)

Box 9.2: National Customer Satisfaction Index
Customer satisfaction index has been widely used by companies to gauge their performance in Malaysia.
However, most of the time, it was done on an ad hoc basis. As the country is moving towards a highincome
economy by 2020, it is vital to establish a National Customer Satisfaction Index (NCSI), at the
macro economic level to complement the measurement of GDP. This NCSI also provides benchmarks
with other countries in the quest towards competitiveness.
People
- To manage quality of life
in Malaysia.
- To educate people
mindset towards better
quality of product
and services.
The Development of National Customer Satisfaction Index in Malaysia
Malaysia has adopted the American Customer Satisfaction Index (ACSI) methodology and framework
in developing the national customer satisfaction index. The list of countries that have adopted the ACSI
model include Barbados, Colombia, Great Britain, Indonesia, Mexico, Singapore, South Korea, Sweden and
Turkey. The development of an international system of customer satisfaction measurement is based on
a common methodology which provides opportunities for cross-national satisfaction benchmarking. As
economic globalisation advances, the ability to compare companies across diverse national markets and
even to compare the relative satisfaction performance of industries and sectors in different nations, will
provide an essential tool for gauging national economic competitiveness.
220 Productivity Report 2011/2012
Why do We Need CSI ?
Business
- CSI has been conducted
selectively but in isolation by
organisations.
Nation
- To provide intangible
productivity measures
that complement
economic indicators.
- To be able to
benchmark wirh other
countries towards
competitiveness.