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Claes G. Fornell, Ph.D.

Claes G. Fornell Ph.D.

Appointments

Expertise

Customer Satisfaction, Business marketing

  • Fornell's American Customer Satisfaction Index (ACSI) is a national economic indicator of customer evaluations of the quality of goods and services available to household consumers in the United States. It is updated quarterly and covers some 190 companie
  • The ACSI has shown a correlation between customer satisfaction and consumer spending (and, consequently, corporate earnings): an increase in customer satisfaction in a given quarter signals greater consumer spending (and, hence, higher corporate earnings)

Contact Information

Office Phone: (734) 763-5937

Other Phone: (734) 668-7574

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Web: http://www.bus.umich.edu/FacultyBios/FacultyBio.asp?id=000120079

News Service Contact: Bernie DeGroat