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. 2009 is the eight 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

• Phone survey

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.