2004 Q4 Best of Class
Strategic Performance Group LLC tracks the customer Satisfaction Index (CSI) for the 100 most recent companies for whom we have completed customer satisfaction surveys. The CSI is compiled by calculating a simple average of all questions using the extremely satisfied – extremely dissatisfied scale. These ratings represent both manufacturing and service companies and are representative of US businesses throughout the nation.
As noted in the accompanying chart, the results range from a low of 6.3 to a high of 9.4. The average score for 100 companies is 7.9. Ratings under 6.8 suggest a cause for concern and necessitate immediate corrective action. Scores between 6.8 and 7.6 are considered borderline and specific areas should be targeted for improvement.
Interpretation of scale
- Less than 6.8 – Cause for Concern
- 6.8 to 7.6 – Borderline
- 7.7 to 8.4 – Good
- 8.5 to 9.2 – Very Good
- Over 9.2 – Excellent
- Best of class: – Best rating of 100 company surveys completed by SPG
- Average: – Average rating of 100 company surveys completed by SPG
- Worst of class: – Worst rating of 100 company surveys completed by SPG