In 2009, Gartner analysts were very impressed by Amazon’s strategic efforts to become customer-centric and predicted that by 2011 the company would have the highest customer-satisfaction score among Internet retailers on the American Customer Satisfaction Index (ACSI). Visit www.theacsi.org and learn how this organization rates companies on customer satisfaction. Check out Amazon’s performance during the last few years by going to ACSI Results and clicking on Benchmarks by Company. How accurate was Gartner’s prediction? How is Amazon doing now?