A recent Kantar Emor survey shows that, in addition to Lux Express and Rahva Raamat, Estonian people rate the services of SmartPosti and Synlab the highest. Last year, SmartPosti ranked sixth.
The NPS (Net Promoter Score) survey maps how likely people are to recommend to friends and acquaintances different companies whose services they have used recently.
According to the study, 58% of SmartPosti users would recommend the company’s services, which is slightly more than a year ago. “This points to a strong and stable customer experience and is a remarkable result, as the average recommendation index across all companies is lower this year than in the previous three years. An increase in NPS in a challenging economic climate clearly shows that we are on the right track,” says Triinu Luidalepp, SmartPosti Customer Experience Manager in the Baltics.
In open-ended responses, SmartPosti’s promoters most often highlighted fast and good service, as well as SmartPosti’s USP – parcel lockers located indoors.
In the overall NPS ranking, the strongest performers among other parcel delivery companies are DPD (13th place) and Omniva (18th place). When looking only at the parcel delivery sector, SmartPosti has remained in first place since the start of the study in 2017.
The NPS recommendation index survey of Estonia’s largest service companies measures recommendation ratings based on real customer experiences. This year, 66 companies, each with more than 50 respondents, were measured. Kantar Emor conducted the survey as an online questionnaire between 3 and 24 March 2026. A total of 2,096 Estonian residents aged 16–74 participated in the study.