Welcome to the EPSI Baltic website.

The instrument for customer driven strategy work

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 and other stakeholders to commercial entities and other organisations

The work with EPSI national and international benchmark studies is run under an institute (EPSI Research Services) registered in UK. Actual work with collection and presentation of customer and other stakeholder insight is handled through a network of national platforms. Links to current Platforms here. The regular coordination and analysis is harmonized from the research secretariat in Stockholm. Contact here.

Research and Development around EPSI takes place in a number of academic organisations and institutes both in Europe and overseas. This task is coordinated through the research network IFCF (International Foundation for Customer Focus). Current R&D activities include modelling of relationship beetween Customer and Employee satisfaction as well as of Brand Image aspects.