​​Quality & Satisfaction Research Institute

 Driving  Product & Service Excellence 

The Standard Model serve as the definitive base for each of the constructed models in our system. The standard model enables the IICS to accurately develop a Island wide benchmark of customer satisfaction. Each model becomes unique has it adopts to meticulously measure the proper variables with respect to the factual activities across individual industries, sectors or companies with regards to customer satisfaction measurement. The Expanded model, designed to circumscribe business that provide products & and services to the same customer, The E-business model to understand content and navigation to direct efforts efficiently on the correct opportunity and The government model to extensively capture citizen experience of agencies, processes, information , customer service and web content. 

Standard Model

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.