chapter 6 - Malaysia Productivity Corporation ( MPC)

Benefits of CSI can be examined from the following perspectives:
• Government
There is a strong predictive relationship between customer satisfaction as measured by the
ACSI and consumer spending and GDP growth. A national customer satisfaction index scores
is an economic indicator containing important information about the health and direction of a
country’s economy.
• Company
Subscribers to individual industry/company results learn key diagnostic and benchmarking
information about themselves and competitors. While the model itself is not detailed enough to
drive specific improvement strategies, it provides an important roadmap for companies to tie to
their consulting relationship as a way to drive improvement in customer satisfaction.
• Investors
There is a strong linkage between a company’s customer satisfaction score and its financial
performance, for instance, revenue growth and stock value.
• Consumers
Publication of customer satisfaction index showing scores for several high market share companies
in various consumer industries allows consumers to see who are the best providers of products
and services in their economy which helps to shape their purchase and consumption decisions.
Productivity Report 2011/2012
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