Customer Satisfaction Benchmarking is a metric-level academic construct that systematically measures and compares customer satisfaction levels across organizations or over time to evaluate performance relative to industry standards or best practices.
111
Publications
13.9K
Citations
270
Authors
148
Institutions
Publications per year
2017–2026
23
Parents
Publications
111
The American Customer Satisfaction Index: Nature, Purpose, and Findings
Claes Fornell, Michael D. Johnson, Eugene W. Anderson et al. · Journal of Marketing · 1996 · 3.8K citations
The American Customer Satisfaction Index: Nature, Purpose, and Findings
Claes Fornell, Michael D. Johnson, Eugene W. Anderson et al. · Journal of Marketing · 1996 · 1.9K citations
1–5 of 111
Authors
270
- CF
5
h-index
- MD
4
h-index
- EW
3
h-index
- RJ
3
h-index
- EG
3
h-index
1–5 of 270
Institutions
148
University of Michigan
Ann Arbor, United States
6 h-index
8 publications
3.4K citations
Henry Ford Hospital
Detroit, United States
3 h-index
5 publications
246 citations
Technical University of Crete
Chania, Greece
3 h-index
7 publications
248 citations
Karlstad University
Karlstad, Sweden
3 h-index
5 publications
536 citations
Quality Research
San Antonio, United States
3 h-index
10 publications
24K citations
College of Charleston
Charleston, United States
2 h-index
4 publications
213 citations
University of Louisville
Louisville, United States
2 h-index
4 publications
189 citations
Michigan Department of Environment, Great Lakes, and Energy
Lansing, United States
2 h-index
8 publications
22.9K citations
1–8 of 148
Venues
- Benchmarking An International Journal
13 publications · 793 citations
13
h-index
- Sustainability
3 publications · 100 citations
3
h-index
- Total Quality Management
3 publications · 742 citations
3
h-index
- Benchmarking for Quality Management & Technology
3 publications · 105 citations
3
h-index
- International Journal of Quality & Reliability Management
3 publications · 182 citations
3
h-index
1–5