Measures a customer's evaluation of a brand's overall quality and reliability based on recent consumption experience. Part of the American Customer Satisfaction Index (ACSI), the only national cross-industry measure of customer satisfaction in the US. Items ask about overall quality relative to personal requirements and frequency of problems. Each item uses a bipolar response format. Note that cross-loadings with the ACSI satisfaction scale (ID 849) are high (.904–.969), reflecting the theoretical closeness of quality and satisfaction in the ACSI model. Note: companion scale ID 751 measures pre-experience quality expectations; this scale measures post-experience quality perceptions.
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, 60(October), 7–18.
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