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NCSI

NCSI
(National Customer Satisfaction Index)

NCSI is a measure of customer satisfaction developed by KPC with the University of Michigan to improve the quality competitiveness of companies, industries, and the nation and to improve the quality of life of the people. NCSI is a successful example of introducing ACSI, the US customer satisfaction index, to Korea, and is widely used in Europe, Singapore, and Japan.
Since it was published first in 1998, NCSI has grown to become one of the largest quality competitiveness indicators in Korea through continuous expansion. Starting with 39 industries, 176 companies and 40,795 samples, the survey has been extended to 74 industries, 326 companies and 87,947samples as of 2017. Since the introduction of NCSI, companies have been improving their customer satisfaction through diverse efforts and contributing to improving the quality competitiveness of Korea as a whole.

Superiority

NCSI is a reliable index. As a global index, NCSI provides companies in Korea with a standard to compete on a par with the world’s leading companies. NCSI is a comparable model between countries, industries, and companies. It can compare more than 1,000 companies in more than 30 countries.

Evaluation Model

NCSI measurement units are products and services offered by companies. It measures company satisfaction with all products and services that a company produces and sells, rather than satisfaction with a particular product or brand.
The NCSI model consists of six latent variables. Customer expectations, customer’s perceived quality, and customer’s perceived value are the leading variables influencing customer satisfaction and customer complaints and customer loyalty are result variables that are determined by customer satisfaction levels. A model using PLS (Partial Least Squares) techniques can reveal the causal relationship between latent variables and customer satisfaction, and can lead to various analysis results.