The collection of customer feedback will expand gradually. At the beginning of October, the NLS started to test SMS feedback surveys sent to customers of the Finnish telephone service. Later in October, the test will also include customers of the Swedish telephone service.
‘We appreciate all feedback. It helps us to focus more on customers in our development activities and make our services more customer-driven. We will gradually expand the ways and channels we use to collect customer feedback,’ says Susanne Hellman, Director of Customer Relations at the NLS.
The survey will be sent to customers immediately after their call. Its aim is to identify customers’ satisfaction with customer service on a scale from 1 to 5 (1 = very dissatisfied and 5 = very satisfied). Customers can also give open-ended feedback. Responding is free of charge for customers.
‘We process all feedback once a day. With the feedback survey, we want to receive comprehensive real-time feedback and development proposals. We are grateful for all feedback, and we will use it to develop our services and customer service,’ Hellman says.
Susanne Hellman, Director of Customer Relations, +358 50 535 0780, firstname.lastname@example.org