2008 Q3 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.
Once again we have compiled and reported the results of the 100 most recent customer surveys conducted by SPG. As noted in the accompanying chart, the results range from a low of 6.3 to a high of 9.6, indicating a higher high and a lower low from the previous update. 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:
[--Cause for Concern--]
Less than 6.8
[--Borderline--]
6.8 to 7.6
[-----Good-----]
7.7 to 8.4
[ Very Good]
8.5 to 9.2
[---Excellent---]
Over 9.2
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