/ SAcsi

The South African Customer Satisfaction Index

The South African Customer Satisfaction Index (SAcsi) is an independent national benchmark of customer satisfaction of the quality of products and services available to household consumers in South Africa. SAcsi is the first internationally benchmarked independent comprehensive national customer satisfaction index in South Africa.

SAcsi in the Bigger Picture

So much time and effort is spent by organisations collecting vast amounts of customer information to try and understand how to become more customer-centric. But much of this information is operational and does not really give strategic insight into the actions that need to be taken. The secret to making this information useable is to feed it all into a measurement structure which balances and evaluates each piece of data in light of the others. That’s where SAcsi comes in.

More about SAcsi


The pyramid shows how SAcsi can make your operational information into valuable insights:

  • At the bottom of the pyramid, we have all the vast volumes of transactional data and the measures used to collect that. But this information has little value to actually transforming your organisation.
  • Rather we need to feed this information into well-thought-out customer metrics to give valuable, strategic outputs. The middle layer of the pyramid shows these metrics. Though providing us with much less data, the data we do get, is much more valuable to the organisation.
  • Right at the top of the pyramid is the real crunch factor of SAcsi which gives your company a strategic competitive edge unlike any other measure – national and international benchmarking.

SAcsi and the ACSI Methodology

The South African Customer Satisfaction Index uses data collected through customer interviews and feeds this into a statistically sound model developed for the American Customer Satisfaction Index (ACSI) at the University of Michigan's Ross School of Business.



SAcsi is an industry leading International Benchmarking tool trusted by major international brands.


Cut straight to the areas in your organisation that need your attention. SAcsi points you to exactly where you should be spending your energy.


SAcsi is not just a measurement tool. It provides actionable insights which can lead to real transformation across your organisation.


Consulta’s experienced team manages your SAcsi project and ensures you get the benefits of change across your organisation.