Government Model 

The government model maintains the expanded model concept adding four satisfaction drivers to extensively capture quantifiable data about how changes to a process, information, customer service quality, and website efficacy., will affect citizen satisfaction towards agency trust. The CSIPR government model takes citizens experience measurement far beyond conventional satisfaction metrics to a powerful, forward-looking tool that provides knowledgeable insights that have radically change the way government officials make strategic investments and future integrate decisions on the basis of actual citizen needs. With more than two decade of experience measuring and analyzing citizen satisfaction for a vast majority of federal agencies, our proven methodology for citizen satisfaction measurement truly sets us apart.

​​The Customer Satisfaction index of Puerto Rico is a powerful multi-equation econometric system derived from ACSI model developed at the University of Michigan’s Ross School of Business. The CSIPR standard model is proprietary patented cause–and-effect equation with variables that exemplified  the drivers of satisfaction on the left side (Customer Expectation, perceived quality , and perceived value) , satisfaction (CSIPR) in the center, and outcome of satisfaction on the right side ( customer complaints and customer loyalty), incorporating customer retention and price tolerance to maximize the capability to measure satisfaction precisely and accurately, and in a way that is operational , to predict future financial performance with an increase in satisfaction. 

The Index is constructed  by  multi-variable aggregates each creating a latent variable composed of several questions  that are weighted in the model. The questionarie measure what affects satisfaction  as well as the effects of satisfaction. The scores are reported on a 0 to 100 value scale. The standard model methodology quantifies the strength of each variable relationship on the left to those were the arrow points on the right. These arrows are defined as “impacts.” The model is self-weighting to use the full advantage of scientific rigor to explain customer satisfaction CSIPR on customer loyalty and therefore retention. An examination of the latente variables and impacts directions , users can determine what drivers of satisfaction , if improved,  effects most on customer loyalty.


​​Quality & Satisfaction Research Institute

 Driving  Product & Service Excellence