National Customer Satisfaction Indices(英文版)(ppt 28頁)

National Customer Satisfaction Indices(英文版)內容提要：
Customer Asset Management is Built on the Following Principles
Satisfied customers are an economic asset that yields future cash flows
These cash flows can be calculated as discounted present value
Costs to grow the customer asset base are investments
Skillful management of the customer asset is essential for long-term profitability
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Major Reasons for a National Index of Customer Satisfaction：
Quality of economic output is essential to living standards
Customer satisfaction is a leading indicator of company economic performance
Customer satisfaction contributes to economic growth and job creation
Necessary measure for CPI, productivity, and ultimately, GDP
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Customer Satisfaction as an Economic Asset：
An asset must have a relevant attribute that can be measured in monetary terms with sufficient reliability. (FASB)
“One clear driver of wealth production is customer satisfaction.” (Commissioner Steven Wallman, Securities and Exchange Commission, 1997)
If true, there should be a relationship between changes in the expected discounted present value of the future income stream that customer satisfaction will generate and changes in the ACSI.

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