Estonians consider Smart-ID the most customer-friendly mobile application, a recent survey by Kantar Emor revealed. The study examined the usage and preferences of mobile apps, where Smart-ID surpassed several popular solutions like Facebook, Instagram, and Messenger.

The survey analysed 125 mobile applications in two categories: apps from Estonian businesses and global applications. More than a thousand Estonians with hands-on experience rated their satisfaction (CSAT) and the convenience and easiness (Customer Effort Score or CES) of using these apps. These ratings were combined to create a customer-friendliness index. Smart-ID topped both global and local categories.

In the global category, Smart-ID was followed by Swedbank, Shazam, and Waze. Among local apps, Smart-ID surpassed Swedbank, Revolut, and Apollo Kino.

Smart-ID stood out for its ease of use in both categories. This recognition highlights the long-time efforts and goals to make Smart-ID a seamless digital identity experience. This positive feedback also reinforces Smart-ID’s position as a key player in Estonia’s and Baltics’ digital landscape.

Other locally developed apps like LHV, Bolt, Apollo Kino, and Õhtuleht also performed well, showcasing the high standards of Estonian mobile applications. Among global apps, Smart-ID stood out alongside Swedbank, Shazam, Waze, and SHEIN.

Kantar Emor

The survey included 125 mobile applications and was conducted from December 5 to 12, 2024, with 1213 Estonian residents aged 16 and older participating.

Find the survey here.

Previous Next