Epsi Rating

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.

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

Headquarters

HQ city

Stockholm

HQ country

Sweden

HQ region

Europe

Offices4 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D, Others

Revenue model

1. 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.
2. Customized Survey Services: Tailored quantitative and qualitative surveys and analysis services for specific client needs, providing bespoke research solutions beyond standard industry studies.
3. EPSI Pulse: A real-time customer experience measurement tool that enables agile development of customer satisfaction, providing ongoing measurement capabilities for clients.
4. 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.
5. 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

Go-to-market motion1 record

Distribution channels3 records

Marketing channels5 records

Core 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.

Segments6 records

Ideal customer profiles5 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability1 record

Feature5 records

Partnerships

Two partnerships are on record, tiered core and minor.

• Stockholm School of EconomicscoreStrategic or Co-development PartnerEPSI 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 CommissionminorStrategic or Co-development PartnerBased 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

Direct 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

• Xtwitter.com/kvalitetsindex
• LinkedInlinkedin.com/company/epsi-rating

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Epsi Rating