The EPSI Approach

EPSI Rating (Extended Performance Satisfaction Index) is a system to collect, analyse and disseminate information about image, preferences and perceived quality as well as loyalty of customers, employees and other stakeholders to commercial entities, NPOs, governmental bodies and other organisations. The EPSI approach focuses on causal analysis derived from structural model elaboration and thorough empirical studies in order to estimate numerical relationships.

The approach is characterized by:    

• independence    

• proven scientific background and continuous development    
• regularity in studies and public domain reporting    
• proven quality of methods and results obtained    
• a set of rich international benchmark databases    

The internationally recognized cause-effect structural EPSI-model constitutes the framework for the analytical work.  Only proven methods of data collecting are employed, avoiding compromised ones. A set of related questionnaires are developed. Each latent variable is covered by at least three manifest questions developed in order to capture different domains of the latent (non-measureable) variable.

Field interviews with at least 250 actual consumers are carried through per pre-named provider. This gives on average an error margin of plus- minus 2 units on the reported 100-units scale. The respondents are requested to respond on a scale from 1 to 10 where 1 means the customer is not at all satisfied with the specific domain while a 10 means the customer is completely satisfied (or agree). In all, around 30 to 35 questions must be answered to properly estimate the entire model.