In December 2015 TNS Emor conducted a survey among the residents of Estonia, for the compilation of the loyalty index.
According to the survey the service companies with the highest index are pharmacies, cinemas and gas stations.
"The TOP companies in the chart are BENU, Südameapteek and Ülikooli apteek pharmacy chains, which have reached the same result. They are followed by Neste gas stations and Cinamon cinema in Tartu," - said the TNS Emor expert Katrin Vaisma. "The top ten also includes Coca-Cola Plaza Cinema, Statoil gas stations, Apotheka pharmacies and Alexela gas stations. Pharmacies have higher ratings due to the fact that the consultations during sales are of great value to customers, and Estonian pharmacies are staffed with well-trained personnel. Pharmacies and gas stations always demonstrate stable high results."
According to the TNS Emor expert Agne Kinsk, this year good results also showed cinemas, which focused on emotions. "Compared to previous years, the index rose the most in the field related to food products and essential commodities, and dropped in banking sector and telecommunications sector", - said Agne Kinks. "In the banking sector, where there is a downturn, the Danske bank is outstanding, position of which in two years has grown more than in other areas. The largest decrease in this sector is showed by Nordea bank".
TNS Emor conducted interviews among 1682 Estonian residents aged 15 years and older. Users evaluated services on the basis of their last real experience and other contacts - for example, direct contact at the representation, office, store; communication by telephone or e-mail; a visit to the site or self-service, and so on. Rating of companies is drafted on the basis of the index of customer loyalty (NPS), and the overall satisfaction. Performance was measured in seven different areas.
