![]() “Trust is to government as profit is to business,” Diehl explained. Mint uses it to build trust among its customers. The ACSI is a popular tool with corporate managers seeking a reliable way to gauge customer satisfaction, considered a critical factor in customer loyalty and sustained profitability. The Mint has used the results of the ACSI each year to refine and improve its customer service. Diehl, whose agency pioneered the use of the ACSI in 1995 and is Chairman of the Federal Advisory Committee for Excellence in Customer Satisfaction, which oversees the ACSI survey of government agencies. “This benchmark survey shows that the Mint is just one of several Federal agencies that deliver world–class service,” said Mint Director Philip N. The Head Start program of the Administration for Families and Children, scored one point higher with 87. That is comparable to the ASCI ratings at leading companies such as BMW, Mercedes Benz, Maytag and Whirlpool and places the Mint second among the Federal agencies surveyed. Mint’s Numismatic program, which serves coin collectors, received a score of 86 out of 100. It covers 30 services within 29 Federal agencies. This year, for the first time, it was expanded to create the first cross–agency measure of customer satisfaction with government services. The index is issued by the National Quality Research Center (NQRC) at the University of Michigan School of Business. Mint’s customer satisfaction rating is on par with some of the world’s top corporations, according to the 1999 American Customer Satisfaction Index (ACSI).
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