Case StudiesAmerican Customer Satisfaction Index
American Customer Satisfaction Index
Founded in 1994 at the University of Michigan, the American Customer Satisfaction Index (ACSI) is the leading standard of customer satisfaction of goods and services available in the United States. ACSI measures the customer satisfaction of more than 200 companies across 45 different industries and is a proven indicator of consumer spending and stock performance. When it began as a little known economic indicator, ACSI retained Kearns & West to help build brand awareness across business, consumer and trade media and establish its reputation as the ultimate yardstick for customer satisfaction. Kearns & West developed a process for the roll-out of ACSI research based on a unique understanding of the media’s needs and how ACSI’s content could help media develop strong content for their target audiences. Kearns & West regularly generates approximately one billion impressions every quarter for ACSI reports. Additionally, the firm helped ACSI develop a regular podcast, a quarterly newsletter, and drafted copy for ACSI marketing materials. As a result of Kearns & West’s efforts, the Associated Press called ACSI the “authoritative” measure of customer satisfaction, and The New York Times referred to it as “the definitive benchmark.”
ForeSee Results is a pioneer in the field of online customer satisfaction measurement and management. It is the only company licensed to use the methodology of the American Customer Satisfaction Index (ACSI) for research and consulting on the Internet. Its clients include a variety of online properties, including e-commerce sites, search engines and the federal government. When founded in 2001, ForeSee Results set out to build brand awareness. Kearns & West has been working with ForeSee Results since the very beginning. To establish the company’s expertise in a new space, Kearns & West helped ForeSee develop proprietary research based on the findings of its online surveys. The firm worked with ForeSee to hone its message, draft and edit its research, and develop its materials. Through a combination of earned media, proprietary research and bylined articles, ForeSee Results is now recognized as a thought leader in online customer satisfaction. ForeSee Results’ research is regularly covered by business, trade and consumer media, and its CEO is often consulted for his expertise. The company credits superior media results for driving brand awareness and client growth.
Business & AcademiaFor academia, think tanks and many businesses and non-profit organizations, research is their intellectual capital. It is a consumable product, and the target audience is its consumer. That intellectual capital may be exactly what sets an organization apart from its peers. Research can help an organization establish credibility or strengthen its position in the marketplace. It can also frame an issue and bring another perspective to the debate. But research is useful only if it finds the right audience and resonates with stakeholders.
Kearns & West has developed a niche service in promoting and publicizing research and intellectual capital. By identifying the appropriate stakeholders and assessing their interests, we connect with target audiences. Kearns & West makes intellectual capital relevant to your audience.
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