American Customer Satisfaction Index
Report on
U.S. ARMY CORPS OF ENGINEERS
(USACE)
DEPARTMENT OF DEFENSE
December 2002
2
Table of Contents
Page
I
Introduction & Methodology
3
a. Introduction
3
b. Overview of ACSI Methodology
4
c. Customer Segment Choice
4
d. Customer Sample
5
e. Questionnaire & Interviewing
5
f. Customer Responses and Respondent Profile
5
II Results
7
a. Model Indices
7
b. Satisfaction (ACSI)
10
c. Drivers of Satisfaction
10
d. Outcomes of Satisfaction
12
e. Using the Model
13
f. Summary
14
Appendices
A Survey Questionnaire
15
B Frequencies and Means of Survey Questions
23
3
Chapter I
Introduction & Methodology
a. Introduction
This report is on customer satisfaction of residents of the United States who have
visited an Army Corps of Engineers lake or river for the purpose of recreation in the past
two years. The methodology used for this study is that of the American Customer
Satisfaction Index (ACSI) which combines survey input with cause and effect modeling
to produce indices of satisfaction, and the drivers and outcomes of satisfaction.
Since 1994, the American Customer Satisfaction Index has been a national
indicator of customer evaluations of the quality of goods and services available to U.S.
residents. It is the only uniform, cross-industry/government measure of customer
satisfaction. It produces indices of satisfaction, its causes and effects, for seven economic
sectors, 38 industries, 190 private sector companies, two types of local government
services, and the U.S. Postal Service. ACSI allows benchmarking between the public and
private sectors, and for each customer segment, between one year's results and the next.
While using a common methodology, ACSI produces information unique to each agency
on how its