1. Pan European Customer Satisfaction - EPSI Rating for coordinated analysis and benchmarking
Presentation at IPSG Meeting, Helsinki, 6th July 2006
Ms Lydia Nagel, EFQM

2. EPSI Rating –history
The first systematic customer satisfaction studies - based on similar principles as EPSI Rating – were started in Sweden in 1989;
During the period 1995 – 98 tests and methodological development took place on a Pan European basis, with a.o. the EFQM;
In 1997 – 98, a feasibility study took place supported by the European Commisison;
A pilot study with 11 countries and 5 common sectors was conducted and reported in 1999;
Since than annual studies have been conducted in 8 – 20 countries.

3. Common sectors and industries
EPSI Rating started with a focus on:
Retail banking
Insurance
Supermarkets
Telecoms (especially mobile phone operators)
Public services have been added step-by-step, including:
Education
Health
Care for elders and children
Public administration

4. EPSI Rating – governance

5. EPSI Rating – governance
Agreements for EPSI national studies are signed with national platforms (often including EFQM partners);
The secretariat (coordination, data analysis, Pan European reporting, etc. hosted by Stockholm School of Economics (SSE)).

6. EPSI survey objective
A measurement of customer satisfaction and key success factors;
of organisations on a specific market;
via periodical analyses by a neutral institution.

7. Design & Methodology - Cause-Effect / Validation
Loyalty
Trust

8. Data collection
A set of master questionnaires is developed and tested;
The wording is calibrated on the Pan-European level (with adoption to national “peculiarities”);
About 35 questions are included in the master questionnaire;
Representative sample of current customers;
Only qualified field interviewers from recognized survey organizations - and specially trained - are used.

9. Data Analysis

10. Satisfaction and Loyalty
Data Analysis - Financial institutions – Scandinavia 2005
CSI
Satisfaction and Loyalty
Loyalty

11. Data Analysis

12. Currently strong emphasis on developing stakeholders
Including also coordinated studies of employees to assess the relationship between satisfying the employees and the external customers/users (cf. EFQM Excellence Model)
Society Results and Corporate Governance analysis from a stakeholder perspective (how do different stakeholders perceive the organisation), (cf. EFQM Excellence Model)

13. The EFQM Excellence Model
Constitute the coordinating framework

14. Reasons for using the EPSI Framework
Offers coordinated studies making benchmarking possible in reality, not only formally;
Give information to prioritize, and to monitor effects of strategic/policy changes;
The analysis tool is based on state-of-the art methodology, and many research teams are engaged in successive improvements;
Independent, not-for-profit, supported by any such as EFQM.