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ACSI (American Customer Satisfaction Index)
The ACSI is a national economic indicator of customer satisfaction with the quality of products and services available to US household consumers.
Maintained by the University of Michigan since 1994. Surveys ~180,000 US consumers annually across 200+ companies in 40+ industries. The ACSI Q1 2026 national average is 76.7. Used as a benchmark CSAT score for US industries: banking ~80, life insurance ~81, telecom ~75, ISPs ~72.
Source
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Customer Satisfaction (CSAT)
Customer Satisfaction (CSAT) measures how satisfied customers are with a product, service, or interaction on a 1-5 or 1-10 scale.
Promoters (NPS)
In NPS, promoters are respondents who score 9 or 10 on the 'likely to recommend' question — your strongest advocates.
Detractors (NPS)
In NPS, detractors are respondents who score 0-6 on the 'likely to recommend' question — unhappy customers at high churn risk.
Passives (NPS)
In NPS, passives are respondents who score 7 or 8 — satisfied but unenthusiastic customers vulnerable to competitive offerings.
Anonymous Survey
An anonymous survey collects responses without any personally identifying information.
Employee Engagement
Employee engagement is the emotional commitment employees have to their organization and its goals.