ECSI: European Customer Satisfaction Index

ECSIR Documentation

European Customer Satisfaction Index


The European Consumer Satisfaction Index (ECSI) is an economic indicator that measures customer satisfaction. ECSI is an adaptation of the Swedish Customer Satisfaction Barometer (Fornell, 1992) and is compatible with the American Customer Satisfaction Index. The indicators describing the latent variables are given for the Mobile Phone Industry. The original items scaled from 1 to 10 have been transformed into new normalized variables. The minimum possible value of each variable is 0 and its maximum possible value is equal to 10.


Image of the phone provider (eta_1)

  • (a) Reputation of the phone provider,

  • (b) Trustworthiness,

  • (c) Seriousness,

  • (d) Solidness,

  • (e) Caring about customer's needs.


Customer Expectations of the overall quality (eta_2)

  • (a) Expectations for the overall quality of your "mobile phone provider" at the moment you became customer of this provider,

  • (b) Expectations for your "mobile phone provider" to provide products and services to meet your personal need,

  • (c) How often did you expect that things could go wrong at your "mobile phone provider".


Perceived Quality (eta_3)

  • (a) Overall perceived quality,

  • (b) Overall perceived quality,

  • (c) Customer service and personal advice offered,

  • (d) Quality of the services you use,

  • (e) Range of services and products offered,

  • (f) Reliability and accuracy of the products and services provided,

  • (g) Clarity and transparency of information provided.


Perceived Value (eta_4)

  • (a) Given the quality of the products and services offered by your "mobile phone provider" how would you rate the fees and prices that you pay for them?

  • (b) Given the fees and prices that you pay for your mobile phone provider how would you rate the quality of the products and services offered by your "mobile phone provider"?


Customer Satisfaction (eta_5)

  • (a) Overall satisfaction,

  • (b) Fulfillment of expectations,

  • (c) How well do you think your "mobile phone provider" compares with your ideal "mobile phone provider"?


Customer Loyalty (eta_6)

  • (a) If you would need to choose a new "mobile phone provider" how likely is it that you would choose your provider again?

  • (b) Let us now suppose that other "mobile phone provider"s decide to lower their fees and prices, but your "mobile phone provider" stays at the same level as today. At which level of difference (in %) would you choose another "mobile phone provider"?

  • (c) If a friend or colleague asks you for advice, how likely is it that you would recommend your "mobile phone provider"?




A data frame with 250 rows and 24 variables


Fornell C. (1992): A national customer satisfaction barometer. The Swedish experience. Journal of Marketing, (56), 6-21.

Tenenhaus/RGCCA documentation built on July 20, 2024, 2:14 p.m.