Verkkokauppa.com ranks first in customer loyalty in the EPSI Rating industry survey
Press release, 25 April 2025
Verkkokauppa.com was ranked as Finland's most loyal online store in a recently published study. The results highlight the quality and variety of Verkkokauppa.com's selection, the clarity and ease of use of the online service, and overall competitiveness.
This year's EPSI Rating industry study examined specialty and consumer goods stores from both brick-and-mortar and online perspectives. In the online store category, Verkkokauppa.com achieved the industry's highest customer loyalty score of 79.9 index points, exceeding the industry average of 76.5. In the study, scores above 75 indicate very satisfied customers.
The high customer loyalty score was particularly driven by the breadth and variety of Verkkokauppa.com's product range. The selection scored 85.3 points, which is 4.2 points above the industry average (81.1). Verkkokauppa.com is also considered highly competitive with a score of 81.6, compared to the industry average of 77.8. A difference of two index units is considered statistically significant in the study.
“We are very pleased that our customers' rating is at such a high level, reflecting our long-term commitment to improving customer satisfaction—from supporting the customer's choice to post-purchase service. We have invested in the customer experience through many concrete actions: offering a wide and customer-centric selection, comprehensive and clear product information, Finland's fastest deliveries, and transparent, fair service in all situations. It's great to see this work reflected in the EPSI Rating results”, says Pekka Litmanen, Sales Director at Verkkokauppa.com.
In addition to customer loyalty, Verkkokauppa.com ranked at the top for customer satisfaction and product quality. Verkkokauppa.com scored 78.6 points for customer satisfaction, also exceeding the industry average (76.0). According to the study, Verkkokauppa.com has the highest number of very satisfied customers compared to other players. In product quality, Verkkokauppa.com leads with 83.4 points, 2.5 index points above the industry average (80.9).
EPSI Rating study
The EPSI Rating study examined Finnish consumers' satisfaction with retail operators. A total of 2,735 interviews were conducted between December 16, 2024, and January 22, 2025. The study surveyed individuals over 18 living in Finland who have shopped at physical stores or online retailers operating in Finland. Results are reported on an index scale of 1–100.
EPSI Rating is an independent, non-profit Nordic market research organization that has studied customer satisfaction across various industries for over 30 years. The company is owned by the Swedish Institute for Quality (SIQ).
Additional information
press@verkkokauppa.com (Ulkoinen palvelu)
Verkkokauppa.com
Verkkokauppa.com is Finland's leading online retailer, offering a wide range of products from home technology to leisure and business needs. Operating since 1992, the company is one of the world's oldest online retailers, combining e-commerce and physical stores into a seamless omnichannel customer experience. Verkkokauppa.com's four megastores are located in Oulu, Pirkkala, Raisio, and Helsinki's Jätkäsaari district. To deliver an exceptional customer experience, the company delivers products to your door in as little as one hour, around the clock, using automation and robotics. Verkkokauppa.com employs approximately 600 people, and the company's shares are listed on Nasdaq Helsinki.
