The purpose of the paper is to assess the most widely used index models for customer satisfaction measurement in the world (SCSB, ACSI, ECSI/EPSI). On the basis of comparison between them, their main strengths and weaknesses are derived. In this way the usefulness of the European model is outlined and its applicability in corporate banking is justified. The results of EPSI application in Europe are studied and the necessity of introducing a similar model in the Bulgarian banking sector is brought out.


Key words

customer satisfaction measurement, corporate banking, SCSB, ACSI, ECSI/EPSI



Cassel, C., Hackl, P., Westlund, A., Robustness of partial least – squares method for estimating latent variable quality structures, Journal of Applied Statistics, 1999, vol. 26, 4, pp. 435-446.

Eklof, J., Selivanova, I., EPSI Rating – European banking trends 2011, EPSI Rating, 2011.

Eskildsen, J., Kristensen, K., Customer satisfaction and customer loyalty as predictors of future business potential, Total Quality Management, vol. 19, 7-8, July-August 2008, pp. 843-853.

EPSI Rating – International Benchmark Trends for Customer Satisfaction and Society Activity, EPSI Rating, 23 Jan 2010,

Frommel, C., Wemerfelt, B., Defensive marketing strategy by customer complaint management, Journal of Marketing Research, 1987, vol. 24, pp. 337-346.
Fornell, C., A national customer satisfaction barometer: the Swedish experience, Journal of Marketing, 1992, vol. 56, pp. 6-21.

Fornell, C., Johnson, M., Anderson, E., Cha, J., Bryant, B., The American Customer Satisfaction Index: Nature, Purpose, and Findings, Journal of Marketing, 1996, vol. 60, pp. 7- 18.

Hansen, H., Samuelsen, B., Silseth, P., Customer perceived value in B-to-B service relationships: investigating the importance of corporate reputation, Industrial Marketing Management, 2008, vol. 37, 2, pp. 205 – 216.

Johnson, M., Gustafsson, A., Andreassen, T., Lervik, L., Cha, J., The evolution and future of national customer satisfaction index models, Journal of Economic Psychology, 2001, vol. 22, pp. 217-245.

Pan European CSI Benchmark Report 2011, EPSI Rating, 3 Oct 2011,


Full Text: PDF(Bulgarian)