Background

A European feasibility study for coordinated national CSI's was conducted in 1997 - 98. In this, a model for CSI measurement and analysis, based on the Swedish approach (also similar to the one employed in USA), was proposed. The study led to the initiation of joint Pan European CSI efforts. In 1999 a pilot phase study was implemented in 11 countries with more than 100,000 interviews conducted. Over 10 industries were surveyed in several countries, and 4 industries were covered by the great majority of participating nations (retail banking, fixed telecommunications, mobile phones and supermarkets). The results from this undertaking were presented in a general (Pan European) report as well as in sector-specific documents.

Efforts continued in 2000 and 2001. The efforts this sixth year have been further integrated. In total, national CSI surveys are conducted in more than 15 countries, including some 125,000 interviews from 5 common industries (retail banking, fixed line telecoms, mobile phones, insurance and supermarkets) and a number of country-specific sectors.