Good or Bad, We Love Customer Feedback

The Tele2 IoT team is not alone in saying that we love customer feedback – nearly every company will tell you the same thing. But we have some particular reasons as to why we find customer feedback – both positive and negative – especially critical for our team.

We are a global player in a rapidly evolving industry. Our customers work across a wide variety of industries and verticals, and they operate all over the world – and we know that the needs of different industries and verticals are not all the same, and that geographical location can have an impact on your IoT solution.

This means we need to understand the needs of different industries and geographical locations, because when we get a call at 2am on a Saturday morning from a  customer working in a particular industry in a particular region, we want to already have knowledge about them that we can utilize to quickly address their immediate challenges – and we can also use what we learn for more long-term improvements to customer care as well.

While positive is always great, it’s the constructive feedback that really keeps us on our toes and helps us better serve you. And it’s not just the Tele2 IoT management team that wants feedback, it’s the entire team. Why? Well, we are a team dedicated solely to IoT and we know that IoT a young, fast-moving industry that is still maturing, so there are a lot of changes happening all the time. Feedback helps us to respond quickly, address challenges promptly, pivot when necessary, and remain agile.

Constructive feedback might not always fun to hear, but it really does help us develop staff, improve processes, and even assist with training a new employee. Any feedback helps us learn from our mistakes while also nurturing what we do right.

So, how do we gather feedback from our customers?

1. Transactional CSAT

If a customer has had contact with our team, they will have the opportunity to give feedback once their case is closed. An email will be sent asking about their experience to our team, with a request to rate their experience on a scale of one to five. There is also the opportunity to leave a comment about why they gave us the rating. This is always really interesting for our team, because we know who handled the case and if there were any issues we can address them quickly.

2. Official CSAT

This CSAT survey is sent twice annually and is more detailed than the transactional CSAT. It includes more questions about customer support performance and gives you the opportunity to be even more specific on different areas where we are doing well or where we could improve. Customers rate us on a scale of 1-5, with 1 being ‘very unsatisfied’ and 5 being ‘very satisfied.

So, how did we do in our most recent survey? Overall, our customer satisfaction score was up from 87% in 2023, and we did not receive a single rating of one. We landed on a unified score of 92% across all segments.  60-80% is considered a ‘good’ CSAT score, while 80-100% is considered ‘excellent’ so we are very happy with these results.

3. Direct contact

Customers are more than welcome to reach out to us any time via email or through your Key Account Manager to give us direct feedback and tell us whatever they want to tell us. We read every email, and we work hard to address any concerns and improve our processes as a result.

4. Customer portal

Our new customer portal is still developing, so while customers are welcome to create a case and comment on anything they want via the Customer Portal, we are particularly interested in understanding how this new tool is working for you. What could be improved? What features would you like to see included? Is it serving your needs and is there anything confusing?

We are working on development of the Portal in an agile way, so we are listening closely to our customers to best understand the way forward.

At the end of the day, we’re always happy to hear what we’re doing right – but it’s constructive feedback that is more interesting to us because it helps us serve you better. Whether it’s products, services, communication, brand, Cisco IoT Control Center, a need for training… we want to hear it all and we want to be able to respond to you quickly, pivot when necessary, and remain agile.

So, why not reach out and tell us how we’re doing?

Inese Serda
IoT CI Coordinator
Tele2 IoT