ThemeRadar 2025: What truly influences customer satisfaction by sector?
Reviews reveal why customers are satisfied or dissatisfied. With the ThemeRadar 2025, we measure which topics have the greatest impact on customer satisfaction across different sectors. The figures are based on international data from January to September 2025.
How do we measure this?
We analyze millions of review texts and categorize them into seven fixed themes. For each theme, we calculate an impact score (0–100) — the share that the theme contributes to overall satisfaction.
- Delivery time and punctuality
- Billing and payments
- Returns and cancellations
- Customer service
- Price and value
- Product quality
- App and user experience
Sector results (2025)
E-commerce
Delivery time 82 • Returns 74 • Product quality 71 • Customer service 62 • Price 69
Telecom
Customer service 85 • App/UX 78 • Product quality 76 • Billing 72 • Price 60
Energy & utilities
Billing 88 • Customer service 74 • Price 70 • App/UX 51 • Product quality 49
Financial services
Billing 81 • Customer service 79 • App/UX 66 • Price 68 • Product quality 62
Travel & transport
Customer service 80 • Delivery time 77 • Product quality 68 • Price 65 • App/UX 61
Trends 2025
- Customer service remains the most important driver of satisfaction in nearly all sectors.
- Billing issues have the strongest negative impact on trust.
- Ease of use of apps and portals is becoming increasingly important in telecom and financial services.
- Fast delivery and smooth returns determine sentiment in e-commerce.
What does this mean?
For consumers: pay attention to the themes that matter most to you. Shopping online? Look at delivery time and return process. Signing a contract? Focus on billing and service.
For companies: improve the themes with high impact but low scores. Small improvements in billing or service often deliver the biggest gains in satisfaction.