Question

As compared to the ISO 9000 standards, the American Customer Satisfaction Index (ACSI) focusses on:

1) Quality management
2) Customer satisfaction
3) Product standards
4) Employee training

Answer 1

The American Customer Satisfaction Index (ACSI) focuses on customer satisfaction, in contrast to ISO 9000 standards which are concentrated on quality management systems. Hence, the correct answer is option (2).

Step-by-step explanation:

Compared to the ISO 9000 standards, which focus on quality management systems and the requirements for maintaining an efficient quality assurance process, the American Customer Satisfaction Index (ACSI) focuses specifically on customer satisfaction. While ISO 9000 is concerned with consistent delivery of quality products and services by adhering to a set of standards and guidelines, ACSI measures the satisfaction of consumers with the products and services they receive from various companies and industries.

Job satisfaction is a different concept that is measured after organizational changes to assess the impact on employees, or on a national scale to gather data on the workforce and economy. This measurement can include recommendations of the organization by employees, overall job satisfaction, and satisfaction with the organization itself, but this is distinct from the customer satisfaction-focused ACSI.