Customer satisfaction is our top priority

Our ambition is to provide industry-leading service with the customer at the heart of everything we do. The feedback we receive is more than a performance indicator - it also guides our work, solutions, and expertise.

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Customer satisfaction across markets

Learn more about the surveys we use and explore the results and scores for each country.

CVI: 76
NPS: 24
CVI: 82
NPS: 56
CVI: 84
NPS: 56
CVI: 86
NPS: 69

This is what our customers are saying

We feel that we have a supplier we trust 100% and who listens to us if we need any additional measures.

I've had an exceptionally good experience with PostNord Strålfors. Professional and reliable.

Incredibly competent colleagues. We truly work as partners - as one unified team.

I have found the service to be high-quality, and the team is knowledgeable. Orders and communication are handled easily and effortlessly.

I am very satisfied with the products as they are today, and whenever I have suggestions for improvements, they are met with respect and curiosity. There is an opportunity to help shape the design of the products and services.

Fast, customer-oriented service with a highly professional approach. Working with you is always quick, friendly, and proactive :)

Jeg har ikke haft grund til at tvivle på PostNord Strålfors, både i forhold til produkternes driftssikkerhed og i forhold til dialogen, hvad enten det er via support eller KAM funktionen, så fremstår PostNord Strålfors pålidelig.

The quality of the deliverable and meeting expectations. The team has proven to be reliable, always meeting deadlines and maintaining clear communication. Additionally, customer support has been responsive and helpful, which has made the entire process smoother.

Stabilitet og kvalitet i både produkter og leverance.

Alt i alt synes jeg PostNord Strålfors har god forståelse for og indsigt i de opgaver, vi som offentlig myndighed skal løse.

God tæt dialog om ønsker, behov og præferencer.

Measuring Customer Satisfaction at PostNord Strålfors ​

We are dedicated to continuously measuring and improving customer satisfaction through a range of targeted surveys. Our annual Customer Value Index (CVI) survey provides deep insights into the overall customer experience and includes the Net Promoter Score (NPS), which reflects how likely our customers are to recommend us to others.

In some countries, we also use CSAT (Customer Satisfaction Score) surveys to monitor satisfaction in real time and gain a quick overview of the customer experience. In addition, our PSAT (Project Satisfaction) survey helps us evaluate how successfully we deliver projects in close collaboration with our customers.

CVI

The Customer Value Index (CVI) satisfaction measurement is an annual interview-based study conducted by an external party.​

The CVI score is based on three key components: our customers' overall satisfaction, our ability to meet their expectations, and how we compare to the ideal partner.​

Interpretation of CVI results:​

  • High score: 75–100​

  • Average score: 60–74​

  • Low score: 0–59​

Survey was conducted 10.3. – 2.4.2025

NPS

Alongside the Customer Value Index survey, we also conduct the Net Promoter Score (NPS) survey annually.​

The NPS result is based on the question: "How likely are you to recommend us?“​

Responses are given on an 11-point scale. Based on their answers, respondents are categorized into three groups:​ Promoters (9–10)​, Passives (7–8)​, and Detractors (0–6)​.

The NPS score ranges from -100 to 100:

  • -100-0: Needs improvement

  • 0-30: Good

  • 30-50: Great

  • 50-100: Excellent

CSAT

The Customer Satisfaction (CSAT) pulse survey is our real-time method for measuring how well we take care of our customers' everyday matters.​

After a service interaction, customers are randomly sent a survey asking them to rate the service they received on a scale from 1 to 5.​

In addition, customers can provide open-ended written feedback.

PSAT

The Project Satisfaction (PSAT) survey is our way of measuring how successfully we manage our projects.​

The survey is sent to the customer's project team after the project has been completed, asking them to rate the overall effectiveness of the project on a scale from 1 to 5.​

The same survey also collects more detailed feedback on different aspects of the project, and respondents can provide open-ended comments.