ICSIforIndia

ICSIforIndia India's customer satisfaction index, benchmarking & indexed ranking of organisations across sectors...on what really matters i.e. end customer satisfaction

INDIAN CUSTOMER SATISFACTION INDEX (ICSI)

ICSI is being launched in India, as a new customer satisfaction based index, for benchmarking organisations across sectors. Hexagon Consulting is introducing the index in collaboration and partnership with the globally respected American Customer Satisfaction Index (ACSI), using the ACSI customer satisfaction survey and analytics methodology. This uniqu

e index will enable organisations and companies in India to benchmark all aspects of customer experience with industry peers and eventually with best in class companies in other industries. Consumers will also benefit by getting an objective & independent end customer satisfaction based measure to benchmark organisations & companies. The index will objectively and independently benchmark organisations, using a science-based, proprietary methodology of American Customer Satisfaction Index ( ACSI), across broad swath(manufacturing and services) of Indian economy covering both private and public sector organisations. The index is planning to start with banking sector and over time we plan to cover more industries/sectors.

08/08/2019

High Correlation of Customer Experience (CX) with growth & stock performance ! talk to us in India for your CX measurment, benchmarking & improvement needs - across sectors !! ACSI are our partners for India region.

08/08/2019

Very interesting & topical research ....on the importance of a good & reliable app, mobile experience & that more than price cuts - the overall CX is far more important ....including when times are slow...

The American Customer Satisfaction Index (ACSI) is an independent national benchmark of customer satisfaction with the quality of products and services available to household consumers in the United States. The ACSI benefits business, researchers, policymakers, and consumers alike by serving as a national indicator of the health of the U.S. economy, as well as a tool for gauging the competitiveness of individual firms and predicting future profitability.

Each year, roughly 70,000 customers are surveyed about the products and services they use the most. The survey data serve as inputs to an econometric model that benchmarks customer satisfaction with more than 230 companies in 43 industries and 10 economic sectors, as well as over 100 services, programs, and websites of federal government agencies.

The ACSI’s time-tested, scientific model provides key insights across the entire customer experience. The ACSI’s benchmark results are strongly related to a number of essential indicators of micro and macroeconomic performance. At the micro level, companies that display high levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. At the macro level, customer satisfaction has been shown to be predictive of both consumer spending and gross domestic product growth.

14/06/2017

Webinar on ‘Customer Experience Management’ . The why, what and how in customer experience management for organizations in India by Mr.Bawa Grover in collaboration with CII (Confederation of Indian Industry)on 16th June from 3 pm to 5pm.

Register yourself at
https://register.gotowebinar.com/register/4871875932388447747

20/04/2017

Customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don't yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf.

Jeff Bezos

We’re often amazed to see how few organisations actually do customer journey mapping and/or objectively measure & map cu...
11/04/2017

We’re often amazed to see how few organisations actually do customer journey mapping and/or objectively measure & map customer satisfaction? The number of organisations whose websites carry wrong phone numbers /email addresses for customers to call - also seems be ubiquitous. And while they do bench mark themselves (with peers), on traditional metrics like revenues, sales & market share, profitability, shouldn’t they first map the customer journeys’ & measure, benchmark customer / user experience(CX) delivered - and on an end to end basis, as seen from the customer’s eyes?

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