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Setting the Standard in Customer Satisfaction Measurement in Puerto Rico
The Customer Satisfaction Index of Puerto RIco (CSIPR) is a Scientifically proven and patented methodology derived from The American Customer Satisfaction Index™ (ACSI). ACSI was founded in 1994 at the University of Michigan's Ross School of Business, in conjunction with the American Society for Quality in Milwaukee, Wisconsin, and CFI Group in Ann Arbor, Michigan.
Anderson Research International, has joined the global Leadership program developed by ACSI, to formerly provide in Puerto Rico in 2013 a robust syndicated research tool for benchmarking goods & services across all the economic sectors that impact the economy of Puerto Rico.
The CSIPR model is cause and effect model that measure customer satisfaction as well as the items that influence and are influenced by satisfaction. Drivers such as (customer expectation, perceived quality, and perceived value) and its outcomes (customer complaints and customer loyalty) as part of a structural equation model that uses customer interviews as the input that together produces a uniform set of measures capturing customer satisfaction in the most precise methodical system.
The customer satisfaction index of Puerto Rico will be the first quarterly independent predictor for financial performance and the health of the economy in Puerto Rico.
Total Industry Coverage Satisfaction Index a Key Performance Indicator
In the Customer Satisfaction Index of Puerto Rico (CSIPR) model, the first of three satisfaction drivers is called customer expectations, which measures the level of quality that a customer expects, based on prior experiences with the product or service and information gleaned from media, advertising, and word of mouth.
The customer's perception of quality, the second satisfaction driver, involves both customization (how well the product or service meets the customers personalized needs) and reliability (how often things go wrong). The third driver , perceived value, is a measure of quality relative to the price paid.
The model also quantifies two other measures these are outcomes of customer satisfaction. The first, customer complaints, represents the percentage of survey respondents who report complaining about a product or service within a specified time frame. The relationship between satisfaction and complaints is negative ; that is, the more satisfied customer are , the less likely they are to complain or sponsor competitors products and services.
The second outcome of satisfaction-and the most critical component of the (CSIPR) model- is customer loyalty, which combines a measure of the customer's likelihood to repurchase with price tolerance.
The (CSIPR) model enables organization to determine which drivers of satisfaction , if improved , would have the most impact on customer loyalty - a key predictor towards overall business profit.