ACSI Score Calculation
A company's ACSI score is derived from three manifest variables (i.e. survey questions) included within the ACSI questionnaire, each rated on a 1-10 scale by the respondents interviewed for that company, government agency, or other organization:
| Manifest Variable | 1 | 10 |
|---|---|---|
| Overall satisfaction (X1) | Very dissatisfied | Very satisfied |
| Expectancy disconfirmation (X2) | Falls short of your expectations | Exceeds your expectations |
| Comparison to an ideal (X3) | Not very close to the ideal | Very close to the ideal |
The 0-100 ACSI score is calculated with the following formula, using the arithmetic mean for each question from the N total responses for that company (X1, X2, X3), along with the standardized and normalized partial least squares factor loading (or weight) for each question as calculated within the ACSI structural equation model (W1, W2, W3):
((X1-1)*W1 + (X2-1)*W2 + (X3-1)*W3)/9*100The actual weights used to calculate an ACSI score tend to vary considerably across companies and industries, and the weights are proprietary to ACSI and its clients.
Read more about this topic: American Customer Satisfaction Index
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