Customers rate our service highly!
12. January 2026
Customers rate Alexela’s service highly — and that genuinely makes us happy. Our goal is to be your trusted partner on the road, at home, and at your destination, so that every stop, purchase, or service experience is as convenient, simple, and pleasant as possible. That’s why at Alexela we conduct monthly customer surveys: to understand how you’re really doing, what you value, and where we can further improve the quality of our service.
We collect feedback on Alexela’s various services — from visiting our café-shops, refuelling, and electric vehicle charging to trailer rental, purchasing bottled gas from smart gas lockers, and service interactions related to electricity contracts. An important part of this is the NPS recommendation index survey, which helps us understand how well we meet your expectations and how confidently you are willing to recommend Alexela to others. For us, this is not just “one number,” but a compass that shows direction — and even more important is what your comments tell us.
In 2025, more than 8,000 customers shared feedback with Alexela — a heartfelt and sincere thank you! Honestly, this is impressive, as it’s often believed that no one wants to fill out surveys. Alexela customers have done more: in addition to ratings, you share meaningful insights and stories that lead to real change. This is how we can distinguish isolated situations from recurring issues and make decisions that improve services for everyone.
The results give us reason to celebrate. 75% of respondents gave us scores of 9–10 in the recommendation index, and the overall result across services produced an NPS of 65 (on a scale from -100 to +100), which is an excellent result according to NPS methodology. We are especially pleased that the feedback confirms this: for many, the Alexela experience is warm and human — exactly how we want to be.
The highest ratings go to the service and friendliness in our café-shops. Customers highlight the friendliness and recommendation skills of our staff, and it truly makes us happy to read: “Keep up the same level” or “Mari from Alexela in Aegviidu is fantastic — very friendly and pleasant service.” It is just as heartwarming to hear about moments when a staff member makes someone’s day better: “The team in Raudalu is the friendliest.” These compliments genuinely give our teams energy and confirm that a caring attitude is a value people notice.
We are also happy that our fuel stations and charging solutions receive high ratings and are described as clean, well-maintained, and easy to use. More and more customers who already use the Alexela app for services appreciate its convenience and ease of use — a clear sign that we are moving in the right direction and can offer a smooth experience both on the road and when stopping at the destination.
At the same time, feedback is an honest mirror for us when it comes to improvement areas. We see that trailer rental services and, at times, access to products from gas lockers need more attention. For every service there is plenty of praise, but also moments where expectations and the actual experience do not fully align, and we are very grateful that customers point these out. This gives us the opportunity to improve exactly those areas that have the greatest impact on everyday convenience.
Thank you for sharing your feedback. Your ratings and comments do not simply remain on record — they reach our teams and help make Alexela better step by step. This way, we can be by your side not just in one moment and one place, but consistently: on the road, at home, and at your destination. 💛
