Produced by Kantar Emor
Language: Estonian (Original title: Soovitusindeksi NPS Benchmark 2023)
Format: MS Power BI
About this report
The NPS Benchmark survey report gives a general and comparative overview of the customer experience level of different service companies in Estonia. Based on the underlying NPS methodology, rankings of companies and sectors are built on recommendation ratings from recent customer experiences. This year’s data includes also rankings of online services of various sectors.
Information provided in this report is aimed at customer experience and marketing professionals from a variety of different sectors.
Table of contents
- Total ranking of individual companies 2017–2023
- NPS comparison of years
- Average NPS scores of sectors 2017–2023
- Rankings of companies across different sectors 2017–2021
- Rankings of online channels 2023
- NPS of your company and main competitors 2017-2023
- Open comments as word cloud to your and main competitors’ service
CAWI (Computer Assisted Web Interviewing) conducted once a year.
Target group: Estonian people aged 15–74.
The report includes dynamics (2017–2023) in certain sections.
Sample: 2000 Estonian inhabitants, representative sample.
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List of sectors and companies mapped in 2023
- Grocery stores: Coop, Maxima, Prisma, Rimi, Selver, Lidl
- Hardware stores/gardening: Bauhaus, Bauhof, Decora, Ehituse ABC, Espak, Depo, K-rauta, Hortes
- Pet stores: Kika, PetCity, Bosse, Zoomaailm, Urr&Nurr, Ossu
- Bookstores: Apollo, Rahva Raamat
- Pharmacies: Apotheka, BENU apteek, Euroapteek, Südameapteek
- Gas stations: Alexela, Neste, Olerex, Circle K, Terminal
- Telecommunications: Elisa, STV, Tele2, Telia
- Banking: Bigbank, LHV Pank, Luminor, SEB, Swedbank, Coop Pank
- Insurance: ERGO, If, PZU, Salva, Seesam, Swedbank P&C Kindlustus, BTA Kindlustus, Gjensidige
- Infrastructure: Elektrilevi, Eesti Energia, Eesti Gaas, Tallinna Vesi, Alexela, Elektrum, 200 Energia, Utilitas, Viru Keemia Grupp
- Cinemas: Apollo Kino, Cinamon, Artis
- Parcel services: Omniva, Smartpost Itella, DPD
- Waste transport: Ekovir, Keskkonnateenused, RagnSells
- Ships: Tallink, Eckerö Line, Viking Line
- Passenger transport: Elron, LuxExpress, Taisto, GoBus, Hansa Liinid, MK Autobuss
- Private clinics: Confido, Synlab, Medicum, City Tervisekliinik, Qvalitas, Fertlitas, Medita
- Electronics store (new field): Euronics, Klick, OnOff
- Furniture stores (new field): Jysk, Ikea, Koduekstra, Home4You, Apelsin
Banking (incl. e-channels) | Book Stores | DIY Stores | Gardening Stores | Grocery Stores (incl. e-channels) | Infrastructure | Insurance | Logistics/Parcel Services (incl. e-channels) | Pharmacies (incl. e-channels) | Pet Shops | Petrol Stations | Telecom (incl. e-channels) | Waste Management | Funiture Stores | Electronics Stores | Private Clinics | Passenger Transport | Ships | Pet Stores | Cinemas
List of companies mapped in 2023
Coop | Maxima | Prisma | Rimi | Selver | Lidl | Bauhaus | Bauhof | Decora | Ehituse ABC | Espak | Depo | K-rauta | Hortes | Kika | PetCity | Bosse | Zoomaailm | Urr&Nurr | Ossu | Apollo | Rahva Raamat | Apotheka | BENU apteek | Euroapteek | Südameapteek | Alexela | Neste | Olerex | Circle K | Terminal | Elisa | STV | Tele2 | Telia | Bigbank | LHV Pank | Luminor | SEB | Swedbank | Coop Pank |ERGO | If | PZU| Salva | Seesam | Swedbank P&C Kindlustus | BTA Kindlustus | Gjensidige | Elektrilevi | Eesti Energia | Eesti Gaas | Tallinna Vesi | Alexela | Elektrum | 200 Energia | Utilitas | Viru Keemia Grupp | Apollo Kino | Cinamon | Artis | Omniva | Smartpost Itella | DPD | Ekovir | Keskkonnateenused | RagnSells | Tallink | Eckerö Line | Viking Line | Elron | LuxExpress | Taisto | GoBus | Hansa Liinid | MK Autobuss | Confido | Synlab | Medicum | City Tervisekliinik | Qvalitas | Fertlitas | Medita | Euronics | Klick | OnOff | Jysk | Ikea | Koduekstra| Home4You | Apelsin