– Customer Satisfaction Trendsin electricity and CSR AspectsEPSI ConferenceCopenhagen24.05.2013Mats NybondasCOO, EPSI Rating
Responsibility (CSR or corporatesociety responsibility) Contained as an image question Explicitly as the respondent’s op...
405060708090Bad CSR Image Average CSR Image Good CSR ImageCSR Image vs. Loyalty amongst New and Old Customers - EPSIFinlan...
5/31/2013 www.epsi-rating.com 6405060708090Bad CSR Image Average CSR Image Good CSR ImageCSR Image vs. Loyalty amongst New...
5/31/2013 www.epsi-rating.com 7405060708090Bad CSR Image Average CSR Image Good CSR ImageCSR Image vs. Loyalty amongst New...
5/31/2013 www.epsi-rating.com 8405060708090Bad CSR Image Average CSR Image Good CSR ImageCSR Image vs. Loyalty amongst New...
5/31/2013 www.epsi-rating.com 9405060708090Bad CSR Image Average CSR Image Good CSR ImageCSR Image vs. Loyalty amongst New...
5/31/2013 www.epsi-rating.com 10405060708090Mobile B2C, 2012 Pay TV B2C, 2012"CSR has a sound impact on my purchase decisi...
5/31/2013 www.epsi-rating.com 11405060708090CSR - Environment CSR - Social MattersCSR Image vs. Churn (“Do you intend to c...
Why does responsibility(CSR) matter? It affects loyalty It affects churn It’s important to purchase decisions It affec...
5/31/2013 www.epsi-rating.com 135560657075802005 2006 2007 2008 2009 2010 2011 2012Pan European Customer SatisfactionElect...
For more information5/31/2013 14Extended Performance Satisfaction IndexMats Nybondas+358 400 462 587+358 9 2512 3616mats.n...
Upcoming SlideShare
Loading in …5
×

Customer satisfaction trends and csr aspects mats nybondas, epsi

393 views

Published on

Published in: Business, Economy & Finance
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
393
On SlideShare
0
From Embeds
0
Number of Embeds
13
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Customer satisfaction trends and csr aspects mats nybondas, epsi

  1. 1. – Customer Satisfaction Trendsin electricity and CSR AspectsEPSI ConferenceCopenhagen24.05.2013Mats NybondasCOO, EPSI Rating
  2. 2. Responsibility (CSR or corporatesociety responsibility) Contained as an image question Explicitly as the respondent’s opinion How much does it influence buyingdecisions? What implications canresponsibility have?5/31/2013 www.epsi-rating.com 2
  3. 3. 405060708090Bad CSR Image Average CSR Image Good CSR ImageCSR Image vs. Loyalty amongst New and Old Customers - EPSIFinland All Industries 2012New Old© EPSI 20135/31/2013 www.epsi-rating.com 5Substantiallylower loyaltyMarginallyhigher loyalty
  4. 4. 5/31/2013 www.epsi-rating.com 6405060708090Bad CSR Image Average CSR Image Good CSR ImageCSR Image vs. Loyalty amongst New and Old Customers - EPSIFinland Banks 2012New Customer (2002-) Old Customer (-2001)© EPSI 2013Marginallyhigher loyaltySubstantiallylower loyalty
  5. 5. 5/31/2013 www.epsi-rating.com 7405060708090Bad CSR Image Average CSR Image Good CSR ImageCSR Image vs. Loyalty amongst New and Old Customers - EPSIFinland Fixed Broadband 2012New Customer (2009-) Old Customer (-2008)© EPSI 2013Substantiallylower loyaltyMarginallylower loyalty
  6. 6. 5/31/2013 www.epsi-rating.com 8405060708090Bad CSR Image Average CSR Image Good CSR ImageCSR Image vs. Loyalty amongst New and Old Customers - EPSIFinland Mobile Broadband 2012New Customer (2009-) Old Customer (-2008)© EPSI 2013Substantiallylower loyaltyNo differencein loyalty
  7. 7. 5/31/2013 www.epsi-rating.com 9405060708090Bad CSR Image Average CSR Image Good CSR ImageCSR Image vs. Loyalty amongst New and Old Customers - EPSIFinland Electricity 2012New Customer (2009-) Old Customer (-2008)© EPSI 2013MarginallyhigherloyaltyMarginallyhigher loyalty
  8. 8. 5/31/2013 www.epsi-rating.com 10405060708090Mobile B2C, 2012 Pay TV B2C, 2012"CSR has a sound impact on my purchase decision" vs. FutureConsumption - EPSI Finland 2012We intend to consume less We intend to consume the same We intend to consume more© EPSI 2013The more criticalthe CSR, thehigher the futureconsumption
  9. 9. 5/31/2013 www.epsi-rating.com 11405060708090CSR - Environment CSR - Social MattersCSR Image vs. Churn (“Do you intend to change provider?”) -EPSI Finland Electricity 2012Yes, within a year No© EPSI 2013A better CSR Imagecorrelates with higherloyalty, i.e. non-switchingcustomers
  10. 10. Why does responsibility(CSR) matter? It affects loyalty It affects churn It’s important to purchase decisions It affects reputation via word-of-mouth and social media It affects bottom line!5/31/2013 www.epsi-rating.com 12
  11. 11. 5/31/2013 www.epsi-rating.com 135560657075802005 2006 2007 2008 2009 2010 2011 2012Pan European Customer SatisfactionElectricity B2C - EPSI Rating 2012Finland Sweden Norway Czech Republic© EPSI 2013
  12. 12. For more information5/31/2013 14Extended Performance Satisfaction IndexMats Nybondas+358 400 462 587+358 9 2512 3616mats.nybondas@epsi-finland.orgwww.epsi-rating.com www.epsi-finland.org

×