Links

Looking for a Web site on customer satisfaction? Here are some sites that the Quality Progress staff and readers found.

www.theacsi.org
The American Customer Satisfaction Index (ACSI) tracks trends in customer satisfaction and provides benchmarking insights into the consumer economy for companies, industry trade associations and government agencies. ACSI rates industries such as manufacturing, transportation, retail and finance on scales of 0-100 based on telephone interviews with consumers. The results of these quarterly studies can be found on this website, organized by industry and specific companies. Management can visit the site to find the ACSI model, a tool designed from this research to help businesses gain competitive advantage.

www.csmassociation.org
The Customer Satisfaction Measurement Association site tells about an association of companies that conducts benchmarking studies to identify practices that improve customer satisfaction and overall operations. The site lists more than 70 members, including Fortune 500 companies, educational institutions and government agencies.

www.imtc3.com
International Management Technologies specializes in customer centered culture practices. This website offers a key concepts section, glossary and many articles about customer satisfaction. Users may also access its vital lies section in which assumptions or beliefs are quoted and disproved.

www.intelliseek.com
Have a compliment or complaint about a product or service? Want to read what other people think? This website allows consumers to leave feedback on good and bad experiences with companies in a variety of industries. Free of charge, users may enter comments or read other users' comments and rankings of individual companies. Free registration allows you to manage your letters and participate in rankings and, according to the website, increases your chances of receiving responses from companies.

And ASQ’s Resource Directory, can help you locate companies that provide quality programs and services.