MAC Satisfaction Indicator (MSI) Background
Section 1874(A)(b)(3)(B) of the Social Security Act requires that provider satisfaction be a performance standard for the work of Medicare Administrative Contractors (MACs). CMS administers the MAC Satisfaction Indicator (MSI) to measure provider satisfaction with the MACs from which they receive services. MSI is a measuring tool that uses the American Customer Satisfaction Index (ACSI) methodology for calculating results. ACSI is the uniform measure of customer satisfaction in the U.S. economy. The MSI enables CMS and the MACs to gain important insights about their customers and what specifically drives their satisfaction. This tool also allows the MACs to objectively measure their processes and/or service delivery and use the results to allocate resources more effectively. As well, the MSI provides CMS the ability to measure MAC performance in accordance with the Social Security Act noted above.