Case Study: ACSI (American Customer Satisfaction Index) achieves greater efficiency and cost savings with Toluna SampleXpress

Increase Efficiency and Lower Cost

The American Customer Satisfaction Index (ACSI), which has measured customer satisfaction across U.S. industries for more than 20 years, needed to increase efficiency and lower costs after moving to a fully online model. At the start of 2016 ACSI began scripting its own surveys and sought a DIY sampling partner — Toluna and its SampleXpress self-serve sampling tool matched their requirement for a representative, easy-to-use, cost-saving solution.

Toluna deployed SampleXpress and provided brief training sessions, enabling the ACSI team to launch projects within minutes and run studies weekly without full-service support. As a result, Toluna helped ACSI increase operational efficiency, reduce sampling costs, and maintain the high-quality customer satisfaction data their clients rely on, while preserving the option to use Toluna’s full-service support when needed.

American Customer Satisfaction Index

David VanAmburg

Director