A recent Kantar Emor survey shows that Estonian residents recommend using SmartPosti the most when it comes to parcel delivery services. When looking at all sectors combined, SmartPosti is also ranked high in sixth.
The NPS (Net Promoter Score) metric survey maps the extent to which people would recommend the different companies whose services they have recently come into contact with to their friends and acquaintances. In addition to SmartPosti, the most recommended companies in Estonia are Lux Express, Rahva Raamat, Jetoil, Synlab and Meliva.
According to the survey, 56% of SmartPosti users recommend the service, 32% are neutral and only 12% would not recommend the service. The survey showed that SmartPosti is most recommended by people of Estonian nationality, and by age group, SmartPosti is most recommended by people aged 25-50.
SmartPosti ranked sixth in the overall ranking whereas DPD came 21st and Omniva 18th this year. SmartPosti has been ranked first in its sector in the Kantar Emor survey every year since the study began, i.e. since 2017.
It is also encouraging that SmartPosti’s self-service website my.smartposti.ee was awarded the first place for web services in its sector. The SmartPosti website was also highly rated.
Customers highlighted the speed of the SmartPosti service and the indoor parcel lockers as the most important features, while simplicity, security and user-friendly prices were also commonly noted.
SmartPosti’s achievement in reaching the top six is all the more remarkable because, unlike many of the other top performers, we are not part of the entertainment sector. “We are able to keep pace with companies such as cinemas, bookstores, shipping, and private healthcare providers,” said Triinu Luidalepp, SmartPosti’s Head of Customer Experience in the Baltics. “This shows that parcel delivery is a service that brings people many positive emotions and is truly seen as important,” she added.
The NPS survey of Estonia’s biggest service companies measures recommendations based on actual experiences. This year, the survey measured 79 companies. Kantar Emor conducted the survey online from 25.02 to 18.03, with 2,151 Estonian residents aged 16-74 participating.
More information on Kantar Emor’s website.