Customer Satisfaction Index (CSI)

Customer Satisfaction Index (CSI) - A survey of randomly selected residential postal customers that, along with unsolicited consumer complaints, offers feedback on consumer services.

[Category=Postal ]

Source: USPS, 08 September 2009 10:00:25, http://www.usps.com/cpim/ftp/pubs/pub32/pub32a_g.html

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Customer Satisfaction Index (American) - Introduced in 1994 by University of Michigan's Ross School of Business - (A)CSI measures customer satisfaction at national level. CSI has been on a continual decline from 1994 through 1997 suggesting that quality improvements are not keeping pace with consumer expectations.

[Category=Quality ]

Source: The Quality Portal, 04 April 2011 08:00:18, http://thequalityportal.com/glossary/b.htm