【2018年整理】顾客满意度指数测评体系报告.pptVIP

The Measured Economy Includes … Pig-iron production Coal production Railroad operating income Rail freight Etc. … The Economy Is Changing How We Measure Performance isAlso Changing Implications for Companies Customer Asset Management isBuilt on the Following Principles Satisfied customers are an economic asset that yields future cash flows These cash flows can be calculated as discounted present value Costs to grow the customer asset baseare investments Skillful management of the customer asset is essential for long-term profitability Customer Asset Value in Global Markets Major Reasons for a National Index of Customer Satisfaction Quality of economic output is essential toliving standards Customer satisfaction is a leading indicator of company economic performance Customer satisfaction contributes to economic growth and job creation Necessary measure for CPI, productivity, and ultimately, GDP Some Important Economic Indicators and a NEW One! National Economy, Sectors and Industries* Coverage The Respondents Approximately one million sampled randomly ACSI Model ACSI Companies Included … Changes in National ACSI Customer Satisfaction and Economic Performance: The Evidence to Date Ricardian Rents Ricardian Rents A Simple Valuation Model Using the ACSI Customer Satisfaction as anEconomic Asset An asset must have a relevant attribute that can be measured in monetary terms with sufficient reliability. (FASB) “One clear driver of wealth production is customer satisfaction.” (Commissioner Steven Wallman, Securities and Exchange Commission, 1997) If true, there should be a relationship between changes in the expected discounted present value of the future income stream that customer satisfaction will generate and changes in the ACSI. Market Value Added (MVA) – A measure of the wealth a company has created for its investors. It is calculated as the difference between what investors put in and what they can take out. ACSI and Dow Jones: Percent Changes 1995 - 1998 (