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The Icelandic Performance Satisfaction Index
The Icelandic Performance Satisfaction Index is a
collaboration project amongst certain European
countries, and it measures the satisfaction level of
customers in prominent companies in various sectors. The
goal is to make sure the companies, and in some
instances the consumers, receive accurate data about the
satisfaction of some customers. The main goal of the
project is to measure certain factors that are related
to customer satisfaction, thus the project measures
these factors related to customer satisfaction – and
factors that influence it such as image and quality
evaluation, or for example customer loyalty. The
importance of the measurements in customer satisfaction
has been revealed many times by research, because the
happier the customer is the better earnings the company
can expect.
 In
the research customer satisfaction is measured by
various factors: image, expectations, quality services
and products, loyalty of customers. The measurements are
the same between companies, sectors and nations, i.e.
the customers are asked the same questions independent
of the company, sector and nation thus the results are
comparable.
2008 is the seventh year
that the Iceland Customer Satisfaction Index is used to
measure satisfaction of electrical distributioners in
Iceland, and Hitaveita Suðurnesja, now HS Orka and HS
Veitur,
has won this award from the beginning of the measurements.
Participants:
-
A random example of the national register from all
over the country, from the age of 16-79
-
250 main customers for each company.
Execution:
Measurements and
uncertainty:
-
Numerous factors were measured in the research,
including image, satisfaction, quality and loyalty
to the company
-
Behind each factor there are various questions
-
Each factor is rated on a scale of 0-100, with the
higher number indicating the
company's grade for the factor.
-
Each question behind the factors are on a scale from
1 to 10, with the higher number indicating a better
result for the company regarding the question.
-
Uncertainty is measured by two points, plus and
minus, on a scale from 0 to 100 for the factors.
There is a 95% least significance difference.
·
The difference between Hitaveita
Suðurnesja and each factor among all electrical energy
distributors needs to be 2 to 3
points, so that there is a significant difference. Thus
the
Icelandic Performance Satisfaction
Index is 68.2 with is higher than the average of the
other
companies, which is 64,2.
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