What our customers think

Every year, we perform a global customer satisfaction survey which is conducted in a total of 24 countries. The survey focuses on customer satisfaction, customer loyalty and customer views of our brand compared with our competitors. The areas of particular focus are: 

•    Sales 
•    Customer service 
•    Transport 
•    Customs clearance 
•    IT-systems 
•    Invoicing 
•    Complaint management 
•    Claims management

During 2023, this survey gave us good input on the customer satisfaction in the Nordics. In Norway, the result shows an improved result for all focus areas, and we see a particular improvement within sales and customer service. Even though the results have improved, it is still highly prioritized to improve even further. We have identified several areas where we want to improve, for example focusing on IT solutions, improved invoicing and easiness to submit complaints and claims. 

The Finnish 2023 results show a slight improvement compared to the results from 2022. Satisfaction for most customer segments remained stable. However, we see a decline with regards to complaint and claims management. Our Finnish organization has an extensive program in place to improve the result, focusing on a closer follow-up of claims, improved guidelines for shopfloor staff handling damages and deviations, improved driver instructions and improvements of our tool Connect/eSchenker. 

We also see a positive trend in Sweden, where the result has improved in all categories. To improve even further, our Swedish and Danish team will focus on more sales training, increased focus on customer service excellence, improved IT tools for our customers and systematic focus on operational quality. Similar to Finland, the biggest challenges lie within complaint and claim handling, and we are therefore launching a number of improvement measures within this area. Our new organisation focusing on customer experience has been launched and will drive continuous improvement