Viking Line Tops Nordic Ferry Industry in Customer Satisfaction and Passenger Loyalty Survey

Viking Line Named Finland’s Most Appreciated Ferry Operator in New Passenger Survey

Viking Line has once again secured the top position for customer satisfaction among Finnish ferry companies, according to the latest EPSI Rating Laivaliikenne 2026 survey.

The company achieved a customer satisfaction index of 76.8, surpassing the Finnish maritime industry average of 75.9. The survey evaluated passenger experiences on routes between Finland and Sweden as well as Finland and Estonia, covering operators including Tallink Silja, Eckerö Line and Finnlines.

According to Viking Line, passengers particularly valued the company’s service quality, reliability and smooth travel experience in an increasingly competitive Nordic ferry market.

Helsinki–Tallinn Route Achieves Highest Passenger Rating

The survey’s highest individual customer satisfaction score — 78.1 — was awarded to Viking Line’s popular Helsinki–Tallinn route service operated by the vessel Viking XPRS.

Viking Line said recent investments contributed to the strong performance, including the ship’s refurbishment and its transfer to the Finnish flag in 2023. The company also highlighted successful staff recruitment and onboard service standards, even during peak summer travel periods when sailings are fully booked.

Passengers See Viking Line as Best Value for Money

In addition to leading in overall customer satisfaction, Viking Line recorded the strongest results in customer loyalty, brand image, product quality and service quality.

Passengers also rated the operator highest for value for money, with a score of 79.7 compared to the industry average of 77.5.

Company representatives noted that travelers are increasingly focused on affordability and overall travel quality amid continued economic uncertainty.

Digital Services Drive Passenger Experience

Viking Line’s digital platform also received strong feedback from passengers. The company said 78 percent of its customers actively use the Viking Line mobile app, which now includes digital check-in, cabin key functionality and personalized offers for loyalty members.

The operator emphasized that expanding digital services allows staff to focus more on personalized onboard hospitality, restaurant recommendations and customer interaction during voyages.

About the EPSI Laivaliikenne 2026 Survey

The Laivaliikenne 2026 survey by EPSI Rating was conducted in April 2026 and included interviews with 1,238 Finnish residents aged over 18 who had travelled by ferry between Finland and Sweden or Estonia within the previous 12 months.

The study measured customer satisfaction, loyalty, image, service quality, product quality, affordability, sustainability and digital services on a scale from 0 to 100.