OVERVIEW
Abt SRBI conducts numerous proprietary surveys for corporations, trade associations, and other organizations to evaluate brand equity, brand loyalty and customer satisfaction.

Abt SRBI principals were instrumental in the first large-scale, national service quality measurement and tracking system for business customers, developed for AT&T in 1980-81. After the 1984 Divestiture, Abt SRBI assisted individual Regional Bell Operating Companies in the development of their own quality measurement systems for large customers, including implementation and evaluation assignments for service quality measurement systems among medium and large business customers, government systems customers and intermediary market customers (including IECs, ITCs, VANs and cellular carriers). For more information, see Telecommunications Research.

Abt SRBI staff have worked with a variety of theoretical and applied models to measure and assess customer satisfaction. These include the American Customer Satisfaction Index (ACSI), the Balanced Scorecard, Kano modeling and in-house proprietary tools.

In addition, Abt SRBI developed customer satisfaction measurement systems among both consumer and business customers in other industries where the firm has specialized practices, including utilities, financial services, health care systems and mass transit. Abt SRBI has developed customer service measurement systems for Federal agencies that have adopted customer satisfaction measurement as part of their reengineering of service delivery, including the IRS, the U.S. Mint and the Department of Veterans Affairs.