Prioritized Objectives and Increased Customer Satisfaction

Kundtjänst

In just six months, Tele2 Sweden increased customer satisfaction from 72% to 80%. At the same time, more customer inquiries were resolved on the first attempt, leading to improved efficiency and reduced costs.

Everyone we worked with had a great attitude and strong expertise. I was very impressed by their ability to understand our company climate and future challenges.

Former Customer Operations Manager
Tele2 – Customer Service

The Challenge

Improving Quality While Reducing Costs

Following a strategic shift from being a “price fighter” to becoming a “value champion,” Tele2 Sweden identified customer satisfaction as a key area for improvement. At the time, satisfaction levels were relatively low — which was especially critical given the company’s new positioning.

The Customer Operations department, responsible for delivering service and a major driver of customer experience, faced a dual challenge: improving quality while continuing to operate under strict cost constraints.

Together with Tele2’s Customer Operations leadership team, The Information Company developed a performance management approach to sharpen focus and drive results.

The starting point was defining a single prioritized objective — improving customer satisfaction — and identifying the internal and external actions that would have the greatest impact. These included measures directed toward both in-house teams and outsourced service providers. This focus became the foundation for a smaller, more effective set of metrics — designed not only to guide performance, but also to create shared understanding across the department.

To ensure long-term success, a monitoring framework was added to track cost-related boundaries. This allowed the team to maximize customer satisfaction without losing control over operational efficiency. The entire framework was then visualized in a new dashboard, which replaced previous reporting tools and gave the team a clearer, more engaging view of performance.

The Solution

A Focused Framework for Action

The Results

Higher Satisfaction and Smarter Operations

Within just six months, Tele2 Sweden raised customer satisfaction from 72% to 80%. The rate of first-time resolution also improved significantly, meaning more customer issues were solved on the first contact — helping reduce costs and improve service consistency.
By maintaining a clear focus on what mattered most — while monitoring boundaries to ensure balance — the organization was able to deliver both better service and greater efficiency.