Session: The New Face of Retail

David VanAmburg joined the American Customer Satisfaction Index in 1998 and was named Director for ACSI’s federal government satisfaction study in 1999, piloting the first-ever government-wide initiative to measure citizen satisfaction using a uniform methodology. In 2001, he was promoted to Managing Director of the ACSI as a whole. As an expert in customer satisfaction, VanAmburg has lectured at the University of Michigan and venues abroad, addressing the relationships among satisfaction, quality, customer service, loyalty, and shareholder value. VanAmburg is regularly quoted and featured in numerous print and radio media, including The Wall Street Journal, Bloomberg, CNN, and TIME.