Produced by Kantar Emor
Language: Estonian (Original title: Soovitusindeksi NPS Benchmark 2024)
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
- Introduction
- Summary
- Total ranking of individual companies 2017–2024
- NPS comparison of years
- Average NPS scores of sectors 2017–2024
- Rankings of companies across different sectors 2017–2021
- Rankings of online channels 2024
- NPS of your company and main competitors 2017-2024
- Open comments as word cloud to your and main competitors’ service
Methodology
CAWI (Computer Assisted Web Interviewing) conducted once a year.
Target group: Estonian people aged 15–74.
The report includes dynamics (2017–2024) in certain sections.
Sample: 2000 Estonian inhabitants, representative sample.
Technical info
This report is delivered electronically as interactive Power BI dashboards.
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This price is for access to the data for one year.
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List of sectors and companies mapped in 2024
- Grocery stores: Coop, Maxima, Prisma, Rimi, Selver, Lidl
- 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, Holm, Inbank, TFbank, Esto
- Insurance: ERGO, If, PZU, Salva, Seesam, Swedbank P&C Kindlustus, BTA Kindlustus, Gjensidige, Compensa, Iizi
- 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
- Ships: Tallink, Eckerö Line, Viking Line
- Passenger transport: Elron, LuxExpress, Taisto, GoBus, Hansa Liinid, MK Autobuss
- Private clinics: Confido, Synlab, Medicum, City Tervisekliinik, Meliva, Fertlitas, Medita
Banking (incl. e-channels) | Book 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) | Funiture Stores | Electronics Stores | Private Clinics | Passenger Transport | Ships | Pet Stores | Cinemas
List of companies mapped in 2024
Coop | Maxima | Prisma | Rimi | Selver | Lidl | 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 | Tallink | Eckerö Line | Viking Line | Elron | LuxExpress | Taisto | GoBus | Hansa Liinid | MK Autobuss | Confido | Synlab | Medicum | City Tervisekliinik | Qvalitas | Fertlitas | Medita | Holm | Inbank | TFbank | Esto | Compensa | Iizi