Epsi Rating
Epsi Rating is a Stockholm-based market research firm founded in 1989 that conducts customer, employee, brand reputation, and sustainability satisfaction measurement studies for enterprises across the Nordics, UK, Netherlands, and Baltic countries, using methodology rooted in Stockholm School of Economics research.
- Company typePrivate
- Founded1989
- HeadquartersStockholm, Sweden
- Headcount11–50
- GTM typeB2B
- OfferingServices
What Epsi Rating does
Epsi Rating is a Stockholm-based market research firm founded in 1989 that conducts customer satisfaction, employee satisfaction, brand reputation, and sustainability measurement studies for enterprises across the Nordic region, the UK, the Netherlands, and the Baltic countries. The company's core products include industry benchmarking studies (with CATI field interviews of at least 250 customers per named industry actor), the Employee Satisfaction Index (ESI), brand reputation studies, the EPSI Sustainable Development Index (launched 2022), and EPSI Pulse, a real-time customer experience measurement tool. The underlying methodology is built on structural equation modeling and causal analysis developed through research at the Stockholm School of Economics, with the EPSI (Extended Performance Satisfaction Index) brand originating from a 1998-1999 EU Commission study.
The company operates an enterprise sales model targeting organizations in banking, insurance, energy, telecom, and public sector verticals. Revenue is generated through annual subscriptions on industry studies, multi-year contracts for customized analysis services, and subscription-based real-time measurement via EPSI Pulse. The company conducts approximately 300,000 telephone interviews annually (nearly 500,000 stakeholder interviews across 20 industries per parent SIQ disclosure) and operates country-specific portals in Sweden (Svenskt Kvalitetsindex/SKI brand), Norway, Denmark, and Finland, plus dedicated websites for the UK and Netherlands.
EPSI Rating has been wholly owned by SIQ – The Swedish Institute for Quality since January 2018. SIQ is a Swedish government-backed institute established to act as a center of excellence for national quality development, backed by the Swedish Agency for Economic and Regional Growth and member organizations. The company is led by Group CEO and Group Chief Analyst Jacob Hallencreutz, with Chief Analyst and Country Manager Sweden Johan Parmler and Head of Research Love Westin. With 11-50 employees and a 30+ year operating history, the firm functions as a mature, methodology-led research operation rather than a venture-scale growth company.
Epsi Rating firmographics
Firmographics- Name
- Epsi Rating
- Legal name
- EPSI Rating Group
- Website
- https://epsi-rating.com
- Company type
- Private
- Founded year
- 1989
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Epsi Rating is a Stockholm-based market research firm founded in 1989 that conducts customer, employee, brand reputation, and sustainability satisfaction measurement studies for enterprises across the Nordics, UK, Netherlands, and Baltic countries, using methodology rooted in Stockholm School of Economics research.
- Ownership category
- akta.pro rank
Where Epsi Rating is headquartered
LocationHeadquarters
- HQ city
- Stockholm
- HQ country
- Sweden
- HQ region
- Europe
Offices4 records
Markets served
Epsi Rating business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Marketing or Sales, Technology or R&D, Others
Revenue model
- Industry Studies: EPSI Rating conducts and sells industry studies covering banking, insurance, energy, telecom, and other sectors. These studies consist of field interviews (CATI) with at least 250 actual customers per pre-named actor, with results made available to anyone who wishes to purchase them.
- Customized Survey Services: Tailored quantitative and qualitative surveys and analysis services for specific client needs, providing bespoke research solutions beyond standard industry studies.
- EPSI Pulse: A real-time customer experience measurement tool that enables agile development of customer satisfaction, providing ongoing measurement capabilities for clients.
- Employee Satisfaction Surveys: Surveys measuring employee satisfaction, engagement, and organizational performance, raising each employee's voice to develop insights on how companies use their most important assets.
- Brand Studies: Brand reputation studies measuring overall perception, trust, and brand sentiment, delivered with reputation scores, demographic breakdowns, competitor comparisons, and actionable insights.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Industry Studies - Standard industry coverage with competitive benchmarking |
| Subscription | Annual | EPSI Pulse - Real-time customer experience measurement |
| Other | Multi-year contract | Customized Analysis Services |
Go-to-market motion1 record
Distribution channels3 records
Marketing channels5 records
Epsi Rating product offering
Product offeringCore offering
EPSI Rating Group is a European market research firm that conducts customer satisfaction, employee satisfaction, brand reputation, and sustainability studies for organizations in banking, insurance, energy, telecom, and public sectors. It delivers industry studies with competitive benchmarking using CATI field interviews (at least 250 per actor), customized survey and analysis services, and a real-time customer experience measurement tool (EPSI Pulse). Its methodology is derived from research at the Stockholm School of Economics and is applied across the Nordics, UK, Netherlands, and Baltic countries.
Differentiator
Problem solved
Functional benefit
Brands
- EPSI Sustainability Index: Customer-perceived sustainability measurement index capturing customer views on whether suppliers are making investments with future generations in mind and operating in a socially, environmentally, and financially responsible manner.
- EPSI Employee Satisfaction Index (ESI)
- EPSI Brand Reputation Index
- EPSI Pulse
Products and services
- Industry Studies Strategic customer relationship analysis consisting of CATI field interviews with at least 250 actual customers per pre-named actor in specific industries, providing benchmarking against competitors across banking, insurance, energy, telecom, and other sectors.
- Customer Surveys Quantitative and qualitative surveys providing organizations with an understanding of what makes customers satisfied and loyal, enabling a strategic basis for building strong customer relationships.
- Employee Satisfaction Index (ESI) Employee satisfaction measurement providing answers on how to invest in staff, what factors influence satisfaction, loyalty, and attractiveness, and how satisfaction compares to other organizations.
- Brand Studies / Brand Reputation Index Research measuring overall perception of a brand in the eyes of consumers, evaluating trust and providing actionable insights for improving reputation and image, with competitor benchmarking capabilities.
- EPSI Sustainable Development Index Sustainability measurement capturing customer perception of whether suppliers are making investments with future generations in mind, striving for financial success without sacrificing social or environmental factors, and operating in a socially, environmentally, and financially responsible manner.
- EPSI Pulse Real-time customer experience measurement tool enabling agile work on developing customer satisfaction, providing ongoing measurement capabilities for clients.
- Analysis Services Tailored quantitative and qualitative surveys and analysis services for specific client requirements, providing bespoke research solutions beyond standard industry studies on multi-year contracts.
Quantifiable outcome
- Research at Stockholm School of Economics has revealed substantial correlations between EPSI's non-financial measurements and companies' business performances.
Companies that use Epsi Rating
Customer profileSegments6 records
Ideal customer profiles5 records
Epsi Rating technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability1 record
Feature5 records
Epsi Rating partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered core and minor.
- Stockholm School of EconomicscoreEPSI Rating Group grew out of a research project at the Stockholm School of Economics in the 1980s and has been measuring customer-perceived quality since 1989. Further research at the Stockholm School of Economics revealed substantial correlations between EPSI's non-financial measurements and companies' business performances.
- EU CommissionminorBased on results of a study initiated by the EU Commission in 1998-1999, the EPSI initiative was subsequently formally launched under the name EPSI (Extended Performance Satisfaction Index).
Scale indicators5 records
Recent moves7 records
Expansion highlights5 records
Epsi Rating competitors and assessment
Company assessmentDirect peers
- Ipsos: Global market research firm conducting customer satisfaction, brand, and employee research across industries worldwide. Directly comparable in satisfaction measurement methodology and B2B enterprise sales model, but with much larger scale and broader geographic coverage.
- Kantar: Major market research group offering customer experience, brand, and consumer insights globally. Comparable in customer satisfaction measurement offerings and serves similar enterprise clients across multiple verticals, including European markets.
- J.D. Power: Specialist in customer satisfaction benchmarking and syndicated studies, particularly in automotive, financial services, and utilities. Most directly comparable to EPSI in industry study format with competitor benchmarking and CATI-based methodology.
- Nielsen: Global measurement and data analytics company covering consumer research and customer satisfaction in retail, FMCG, and media. Comparable in customer insights methodology and enterprise B2B research model, though larger scale.
- GfK: German-origin consumer and market research firm with strong European presence. Comparable in customer satisfaction research offerings and serves similar European enterprise clients across multiple countries.
- Forrester Research: Research and advisory firm with CX, customer experience, and employee experience practice areas. Comparable in B2B enterprise research model targeting CX/EX decision makers, though typically serves a different buyer (technology vendors).
Broad incumbents
- Gartner: Global research and advisory firm covering IT, finance, HR, and customer experience. Less directly comparable in CX measurement methodology but competes for similar enterprise research budgets and customer/employee experience decision makers.
Emerging players
- Qualtrics: Experience management software platform enabling customer, employee, brand, and product experience measurement. Competes for similar enterprise CX/EX budgets but offers tech-first platform versus EPSI's syndicated research services model.
- Medallia: Customer experience management platform using AI and real-time analytics. Competes in the same enterprise CX measurement market but offers software versus EPSI's syndicated research reports and CATI surveys.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks5 records
Key highlights7 records
Customer concentration
Epsi Rating social profiles
Digital presenceEpsi Rating financial estimates
Financial estimateRevenue estimate
Valuation estimate
Epsi Rating leadership team
Management profileNumber of profiles
Profiles4 records
Epsi Rating funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Epsi Rating M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Epsi Rating
What does Epsi Rating do?
EPSI Rating Group is a European market research firm that conducts customer satisfaction, employee satisfaction, brand reputation, and sustainability studies for organizations in banking, insurance, energy, telecom, and public sectors. It delivers industry studies with competitive benchmarking using CATI field interviews (at least 250 per actor), customized survey and analysis services, and a real-time customer experience measurement tool (EPSI Pulse). Its methodology is derived from research at the Stockholm School of Economics and is applied across the Nordics, UK, Netherlands, and Baltic countries.
Is Epsi Rating a public or private company?
Epsi Rating is a private company. It is classified as state government owned and is currently operating.
When was Epsi Rating founded?
Epsi Rating was founded in 1989. It employs 11 to 50 people.
Where is Epsi Rating based?
Epsi Rating is headquartered in Stockholm, Sweden, in the Europe region.
How does Epsi Rating make money?
Five revenue lines are on record. Industry Studies are the primary driver. The others are customized Survey Services, EPSI Pulse, employee Satisfaction Surveys and brand Studies.
Who are Epsi Rating's main competitors?
Direct peers on record are Ipsos, Kantar, J.D. Power, Nielsen, GfK and Forrester Research. Gartner is listed as a broad incumbent. Emerging players are Qualtrics and Medallia.
Does Epsi Rating have an API?
No public API is recorded for Epsi Rating.