Fundamentally, because customers are now influenced by more than mere marketing or advertising campaigns. Nowadays they are also empowered by the comments, reviews and feedback provided by friends, groups and other customers, who endure similar experiences with services and products. Today, a wide variety of social networks, such as the all mighty and powerhouse Facebook, Twitter, and TripAdvisor, enable customers to share, post, and comment about their experience with others. Therefore, customer satisfaction is much more than just how customers think about a company. It has become an actual powerful emotion, with outcomes such as trust, loyalty and retention. When companies decide to use satisfaction as a means of driving better results in the era of customer power, they need to take a more detailed and analytical approach.

Citizen Satisfaction - Improving Government Performance Efficiency, and Citizen Trust,  is authored by ACSI Global Manager Dr. Forrest Morgeson III. In this book Dr. Morgeson share over 20 years of experience in  supporting  Federal and State government agencies in their mission in improving performance by increasing citizen trust. Providing actual example of Federal active programs; utilizing priority matrices to assist government official with a complete framework to understanding the facts and the implications in today's economic environments when faced with the choice between cutting personal or improving citizen satisfaction, most companies focus on tangible assets. But in a service economy such as Puerto Rico, the most important assets are intangible, a company's relationship with its customers. 

Utilizing the satisfied customer measurement approach government officials can enable a key performance indicator to ensure continuous improvement in their agency. A scientifically proven and patented predictive tool to understand the outcomes of customer satisfaction , to increase citizen's trust.    
                                                  
Order your copy today and discover the core methodology that was used to develop the Customer Satisfaction Index of Puerto Rico or schedule a presentation with our consultants and begin your journey to increase the financial performance in your organization.

The Satisfied Customer - Winners and Losers in the Battle for Buyer Preference is authored by founder of the ACSI measurement , Customer Satisfaction Index of Puerto Rico's, (CSIPR) core methodology, Dr. Clase Fornell, provides a complete blueprint for understanding the facts of the implications in today's  Business environments when faced with the choice between cutting cost or improving customer satisfaction, most companies focus on tangible assets. But in a service economy such as Puerto Rico, the most important assets are intangible, a company's relationship with its customers. 

Utilizing the satisfied customer measurement approach business leaders can enable a key performance indicator to ensure continuous growth in their organizations. A scientifically proven and patented predictive tool to understand the outcomes of customer retention , to grow market share and customer loyalty among other variables.  

Experts from companies like Apple, Dell, Microsoft , Google, Fed Express, US Postal Service, Nestle , Coca Cola, Procter & Gamble, among others revel the unheralded value of customer satisfaction. Fornell also draws on over 40 years of experience to explain how to quantify and increase the value of a firm's customer relationships-what he calls customer assets.    
                                                  
Order your copy today and discover the core methodology that was used to develop the Customer Satisfaction Index of Puerto Rico or schedule a presentation with our consultants and begin your journey to increase the financial performance in your organization.

​​Quality & Satisfaction Research Institute

 Driving  Product & Service Excellence