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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This is what our customers are saying
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.
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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.