This article reports on the methodology for setting the Mexican User Satisfaction Index for
Social Programs (MUSI-SP) as tested in seven national social programs.
The evaluation is based on Structural Equation Modeling (SEM). How satisfaction takes the
central place of the SEM, which postulates its causes and effects, contributes to the increased
validity and reliability of satisfaction indicators that allow benchmarking between social
programs. The MUSI model is an adaptation of the American Customer Satisfaction Index
(ACSI) model. The MUSI methodology includes qualitative and quantitative techniques.
The estimation model is by the Partial Least Squares (PLS) . In each of the seven social
programs, no statistical evidence was found to reject the main relationships postulated by
the ACSI’s model: that Perceived Quality impacts Satisfaction, and Satisfaction impacts
Trust. The improvement opportunity areas were also identified for each program. These
results give valid and reliable feedback to public policies.