Produced by Kantar Emor

March 2021

Language: Estonian (Original title: Soovitusindeksi NPS Benchmark 2021)

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 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

1. Introduction
2. Rankings of individual companies 2017–2021
3. Average NPS scores of sectors 2017–2021
4. Rankings of companies across different sectors 2017–2021
5. Rankings of online channels 2021
6. NPS of your company and main competitors 2017-2021
7. Open comments as word cloud to your and main competitors’ service

List of sectors

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  

List of companies mapped

Coop (Konsum, Maksimarket, A&O) | Maxima | Prisma | Rimi | Selver | Bauhaus | Bauhof | Decora | Ehituse ABC | Espak | K-rauta | Hansaplant | Hortes | Juhani Puukool | Kika | PetCity | Bosse | Zoomaailm | Urr&Nurr | Ossu | Apollo | Rahva Raamat | Apotheka | BENU Apteek | Euroapteek | Südameapteek | Alexela | Neste | Olerex | Circle K | Elisa | STV | Tele2 | Telia | 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 Energia | Omniva | Itella Smartpost | DPD | Ekovir | Keskkonnateenused | RagnSells

Methodology

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

Target group: Estonian people aged 15–74.

The report includes dynamics (2017–2021) in certain sections.

Sample: at least 2000.

Technical and payment  information

This report is delivered electronically as interactive MS Power BI dashboards.

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