Produced by Kantar Emor

Language: Estonian (Original title: Mobiilirakenduste kliendisõbralikkuse indeksuuring 2025)

Format: MS Power BI

About this report

The mobile applications user-friendliness index survey report provides a comparative overview of the awareness, usage, and customer experience of mobile applications in Estonia and globally, focusing on usability, user satisfaction, and competitive positioning. The information presented in this report is aimed at customer experience and marketing specialists.

Key topics of the survey:

Mobile application awareness

• How many people are aware of your mobile application?
• How many regular users does the application have?
• User demographics across different segments (gender, age, nationality, location, etc.).

Mobile application downloads

• Which applications have Estonians downloaded onto their smartphones?
• What percentage of the population has downloaded your mobile app, and how does your user base compare to competitors?
• What are the most popular mobile applications globally?
  

CES, CSAT and Customer-Friendliness Index

• Mobile application usability – measuring the customer effort score (CES) to determine how easy and user-friendly your app is on mobile devices.
• Customer satisfaction score (CSAT) – how many users are satisfied with your mobile application?
• Industry customer-friendliness index

Methodology

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

Target group: Estonian people aged 16+.

Sample: 1000 Estonian inhabitants, representative sample.     

Technical info

This report is delivered electronically as interactive Power BI dashboards.

The access link to the Power BI report is sent to your e-mail address within 2 business days after the payment has been successfully verified. The user license is for inter-company use only and this license is linked with one user (one email). The access link is active for 365 days from the send-out date. For every additional user, extra charges apply.

**VAT is added to the price at the checkout before the payment is completed.

This price is for access to the data for one year.

This is a market research report. Usage terms and policies apply to the content. Please read these carefully before ordering.

List of mobile applications

Instagram, YouTube, Netflix, Facebook, Facebook Messenger, TikTok, WhatsApp Messenger, Telegram, Snapchat, Google, Google Maps, X (Twitter), Gmail, LinkedIn, Temu, SHEIN, About You, Threads, ChatGPT, Spotify, SoundCloud, Shazam, Duolingo, Pinterest, CapCut, Waze, Zalando, AliExpress, Amazon, eBay marketplace: shopping app, Boozt.com, Tinder, Bumble, Coop Eesti, Maxima, Barbora.EE, Rimi, Partnerkaart (Selver), Lidl Plus, MyStockmann, R-Kiosk, Apollo Kino Eesti, Apollo Pood, Elektrihind, Korto, BENU Apteek, Europark, Snabb, Parkner, Pargi.ee, Alexela, Olerex, Circle K, TerminalOil, 
Elisa Elamus ja Huub, Elisa Raamat, Rahva Raamat, Minu Telia, Telia TV, Super kõnekaart, LHV, Luminor Eesti, SEB Eesti, Swedbank Eestis, Coop Pank, Citadele Bank, Holm Bank Eesti, Inbank Pay, Revolut, mTasku, ERGO Estonia, Balacia, If Kindlustus (If Mobile Baltics), Seesam Eesti, BTA Eesti, Gjensidige Baltic Self-Service, Compensa Elukindlustus, IIZI, 
Enefit Eesti, Enefit Volt, Ragn-Sells Eesti, Tallink Silja Line, Viking Line, Eckerö Line, Tpilet, LuxExpress, Ecolines, Ryanair, AirBaltic, FlixBus, Hesburger, McDonald’s, Bolt Food, Wolt, Coffee In, ResQ, Bolt, CityBee, Tuul, Gym! Eesti, MyFitness.app, 24-7Fitnes.ee, Lemon gym Estonia, Meliva Digikliinik, IKEA Eesti, Jazz pesulad, Yaga, K-rauta.ee e-pood, Smart-ID, Chilli.ee, Microsoft Outlook, Microsoft Teams, Skype, Eesti.ee, ERR ,Postimees, Delfi EE/ RUS, Eesti Ekspress, Äripäev, Õhtuleht,Eesti Päevaleht, DELFI TASKU, eKool, Stuudium, Neste