| Definition: |
The American Customer Satisfaction Index (ACSI) is a national indicator of customer satisfaction with the quality of products and services available to household consumers in the United States. Each December, the ACSI issues a report on satisfaction of recipients of services from the federal government. Agency participation is voluntary - linking customer expectations and perceptions of quality and value to satisfaction. In 1999, the Federal government selected the ACSI to be a standard metric for measuring citizen satisfaction. The ACSI customer satisfaction score for individual income tax filers is measured on a 0 – 100 scale. |
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| Status: |
Over 55 Federal government agencies have used the ACSI to measure citizen satisfaction of more than 110 services and programs. IRS’ ACSI All Individual Taxpayer Score includes ACSI scores for paper and electronic filing. |
IRS Oversight Board • 1500 Pennsylvania Avenue, NW • Washington, DC 20220
Phone: 202-622-2581 • Fax: 202-622-7944
Email: irsob@do.treas.gov |
