Norwegian Customer Satisfaction Barometer, an annual research project conducted by BI Norwegian Business School, measures customer satisfaction and loyalty among Norwegian consumers.
Top ranking with 84.4 out of 100 points
FINN.no received a total score of 84.4 points out of a possible 100, outranking Flytoget and Gudbrandsdal Energi. Over 9,000 consumers were interviewed about how satisfied they were with businesses with which they have a customer relationship.
“We care about our users and customers, and the demands for improvements from users, customers and employees are what drive us forward. Our customers will not afford us the luxury of resting on our laurels, so we must keep listening, gaining insight and experience, and driving development of FINN forward,” says FINN’s CEO Sondre Gravir.
Comes as no surprise
On average, Norwegians use FINN 24 hours every year, and right now around 180,000 of them are visiting the site. As the country’s biggest marketplace, its users’ needs and experiences are diverse and individual.
“FINN’s winning this award comes as no surprise; FINN shows that it’s all about thinking about the users of its products and services. FINN has created a unique position that is extremely difficult to emulate. And when customers are as satisfied as FINN’s, they don’t feel the need to try other solutions,” says Pål Rasmus Silseth, assistant professor and project manager for the Norwegian Customer Satisfaction Barometer.
Warm reception for new FINN.no
Four months ago, on 4 January, a new version of FINN.no was launched. Because a large proportion of our users use mobile platforms, our sites were fully adapted to mobile devices. This happened around the same time as the interviews for the Norwegian Customer Satisfaction Barometer were conducted.
“The combination of the relaunch and the survey made the outcome even more pleasing. It was a critical time for us, as we know that users and customers dislike major changes. So we’re even more delighted to have won the award,” says Gravir.