Telenor’s corporate responsibility report
CUSTOMER CARE
To be loved by the customers is one of our
company’s strategic priorities and some-
thing that every Telenor employee can in-
fluence.
The first impression our customers receive is
typically through interaction with our Custom-
er Service Division. Its employees strive to pro-
vide adequate and timely information about
all products and services we offer and proac-
tively seek feedback.
Customer feedback on service quality is ex-
tremely important to us and we seek it every
time we can. We send text message invitations
to 3000 pre-paid and subscription custom-
ers inviting them to participate in brief sur-
veys of our customer service. The feedbacks
help us assess the levels of service we deliver
measured through our problem resolution
speed, friendliness, and competence. We get
feedback from approximately 11 000 cus-
tomers each month. Every customer service
representative gets evaluated by 90 people
on average. We value our user opinion and are
happy when we get positive feedback on our
ability to of handle large call volumes. We also
pay serious attention to criticism. We analyze
the negatively marked calls and try to under-
stand what the reasons for dissatisfaction are.
Data from our customer surveys allows us to
continually monitor our service quality and to
identify areas for improvement. Despite the
volumes of calls handled by our agents we try
hard to answer calls in due time, in an efficient
and friendly manner, and resolve issues within
a single interaction with the customer.
Marketplace
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