Produced by Kantar Emor

Language: English 

Format: MS Power BI

About this report

The consumer loan products and providers survey report provides a general and comparative overview of the customer experience level of loan companies in Estonia, Latvia and Lithuania. The information presented in this report is aimed at customer experience and marketing specialists.

Key topics of the study:

1)     Awareness of service providers – What brands can people name spontaneously? Which brands do they know of aidedly? How well known is your brand among Estonian, Latvian and Lithuanian residents?

2)     Using a consumer loan and/or hire-purchase services – Have you taken a consumer loan or used the hire-purchase option in the last 3 years? For what purposes? With which service provider? Are there plans to do so in the near future? This year, instead of loan products, the purposes consumer loan was used for, is mapped.

3)     Contact with service providers – Which companies are used for consumer loans or hire-purchases? What is the client's home bank for everyday payments? Which ones would people consider in the future?

4)     General attitudes towards consumer loans – Is there openness to the use of consumer loans? What are the barriers?

5)     Recognition and differentiation of BNPL - Is there awareness of "buy now, pay later" service, has it been used? What is the difference between hire-purchase and "buy now, pay later" services in the eyes of the consumer?

6)     What image characteristics are associated with different service providers?

7)     Using a home bank versus a specialized loan provider – What are the main decision-making points?

8)     NPS – NPS, or Net Promoter Score, is a widely used customer experience metric, based on the question "How likely are you to recommend Company X's services to your friends and acquaintances?".

This year, in addition to Estonia, the survey will also be carried out in Latvia and Lithuania.

Methodology

CAWI (Computer Assisted Web Interviewing) conducted once a year.

Target group: Estonian people aged 18–74.

Sample: 1000 Estonian inhabitants, representative sample.     

Technical info

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List of brands

AutoPay, Bigbank, Bondora, Boonuslaen, Citadele, Coop Pank, Credit24, Creditea, Creditstar, ESTO, Ferratum, Fjord Bank, Holm (Liisi), Hüpoteeklaen, Inbank, Kreditex, Laen.ee, Smsraha, LHV Pank, Luminor, Mogo, Monefit, Montonio, Moneyzen, Omaraha, Omega laen, Oreon, Raha24, SEB Pank, Swedbank, TF Bank

Products

Consumer loan, home small loan, home improvement loan, car loan, family loan, travel loan, health and beauty loan, student loan, refinancing