Customer Satisfaction (ACSI items)
Marketing & SalesReliability: alpha 0.923 sample items
About this scale
A 3-item measure of overall customer satisfaction adapted from the American Customer Satisfaction Index (ACSI) framework: overall satisfaction, expectation disconfirmation, and ideal-product comparison. The dominant short measure in service research.
Sample item(s)
“Overall, how satisfied are you with [product/service]?”
“To what extent has [product/service] met your expectations?”
“How well does [product/service] compare with the ideal?”
Reliability
Reported internal consistency: alpha 0.92. As a rule of thumb, Cronbach’s α ≥ .70 is considered acceptable, ≥ .80 good, and ≥ .90 excellent for established measures.
Notes
Foundational satisfaction measurement; combine with NPS for behavioural intent.
Source & citation
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996): The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing, Vol. 60, No. 4, pp. 7–18.
Source. Scale details are summarised from the publication cited above. Always consult the original source for the full item set, scoring, and permission to use.
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