Measures overall customer satisfaction with a brand across three facets: overall satisfaction, performance relative to expectations, and comparison against an ideal product. Part of the American Customer Satisfaction Index (ACSI). ACSI treats satisfaction as a weighted average of the three items, with weights determined by proprietary software. Note: cross-loadings with the ACSI brand quality scale (ID 836) are very high (.926–.962), reflecting the theoretical closeness of satisfaction and quality in the ACSI structural model.
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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