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GCSI.

The most complex and reliable customer satisfaction measurement model. A full causal model covering the entire experience chain from expectations and quality to satisfaction, complaints, and loyalty. Particularly powerful for state institutions, enterprises, and monopolies.

What is GCSI

The most complete
satisfaction model.

The General Customer Satisfaction Index (GCSI) is a cross-industry measure of customer satisfaction. It models the causal relationships between expectations, perceived quality, value, satisfaction, complaints, and loyalty.

The full model consists of 17 questions across 6 indexes. The core Customer Satisfaction index uses just 3 questions.

Most powerful for

State institutions · State enterprises · Monopolies · Regulated industries

The GCSI Causal Model — 6 indexes
01
Customer Expectations

What the customer expected before the interaction

02
Perceived Quality

Evaluation of the quality actually experienced

03
Perceived Value

Quality relative to price

★
Customer Satisfaction (GCSI)

Core index — 3 questions

05
Customer Complaints

Proportion complaining and handling quality

06
Customer Loyalty

Repurchase likelihood and price tolerance

Full model: 17 questions · Core satisfaction index: 3 questions
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Deep experience implementing GCSI for state institutions, utilities, and regulated enterprises.

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