Århus, 3. November 2008

Dansk KundeIndex har gennemført en undersøgelse af kundetilfredsheden indenfor mobiltelefoni, fastnettelefoni og internet

Om Dansk KundeIndex

Dansk KundeIndex er en del af European Performance Satisfaction Index (EPSI Rating). EPSI er platformen for samarbejdet mellem det internationale universitetsnetværk, International Foundation for Customer Focus, European Foundation for Quality Management (EFQM) og European Organisation for Quality (EOQ).

EPSI Rating modellen, der anvendes til måling af kundetilfreds-heden, er udviklet på initiativ fra EU-kommissionen og bliver i dag anvendt i femten europæiske lande.

Om Undersøgelsen

Data er blevet indsamlet i september/oktober 2008 efter standardiserede spørgeskemaer, der er blevet brugt i alle de nordiske lande. Resultaterne fra Dansk KundeIndex er dermed direkte sammenlignelige med målingerne foretaget i regi af Svensk Kvalitets Index.

I alt ca. 3300 privatkunder og ca. 1700 erhvervskunder har deltaget i undersøgelsen.

Resultaterne på de følgende sider er angivet på en skala fra 0 til 100, hvor 0 angiver, at alle kunderne er meget utilfredse, mens 100 angiver, at alle kunderne er meget tilfredse. Usikkerheden for det enkelte selskab er ca. ±2 point.

MOBILTELFONI

Resultater - Privatmarkedet

• Telmore har de mest tilfredse kunder og afstanden til de øvrige øges.

Figur 1: Privatkundernes tilfredshed med deres mobilselskab

Figur 2: Udviklingen i tilfredshed

MOBILTELFONI

Resultater - Erhvervsmarkedet

Figur 3: Erhvervskundernes profile

• Erhvervskunderne er mindre tilfredse end privatkunderne

FASTNETTELEFONI & INTERNET

Figur 4: Kundetilfredshed med fastnettelefoni

• TDC’s fastnet kunder er de mindst tilfredse

Figur 5: Kundetilfredshed med internet

• Markant højere tilfredshed på privatmarkedet når det drejer sig om internetløsninger

Pan Nordic and Baltic benchmark (from consolidated report)

The Telecom sector has been measured in the majority of Nordic countries since year 1999 in annual studies. The coverage has successively been increased and in 2008 both mobile phones and fixed phone segments are covered for both individual consumers and corporate markets. In addition, we now also cover data-communication (broadband) in most of the countries. Now the 2008 results for all Nordic/Baltic nations (except Iceland) are available.

Mobile phone Private Consumer segment

In the diagram below, the private consumers in the respective country give the scores of their mobile phone provider. The average for the entire region (calculated as the GDP-weighted average of the respective country result) has increased significantly since last year. The highest relative increases are reported for Estonia and Norway.
The Swedish consumers give the lowest average scores, while Lithuania and Latvia now are on the top position.

Mobile phones Corporate Market

The coverage of also corporate Markets for mobile telecoms has successively been increased. The results for 2008compared with previous year are illustrated in the diagram below.

Broadband supply in the region

The satisfaction with the broadband/data-communication provider (among final consumers) is on average lower in the Nordic countries, than for mobile phones.

In addition to these 3 segments studied in all countries, also Fixed phone markets and broadband supply to corporate customers (as well as mobile Internet) are covered in the majority of the Nordic countries.

The four main North European/Nordic telecom provider TDC, Telenor, Tele2 and TeliaSonera with their respective brands in different markets have been studied over the last few years, Among these Pan-Nordic/International Telecom companies, TeliaSonera performs best also in 2008, followed by Tele 2, TDC and Telenor. However, it is worth noting that none of the main providers is the customer favourite in every country and segment.

For yderligere information kontakt:

Associate Professor Jan Eklöf
Stockholm School of Economics
Department of Economic Statistics and Decision Support
Tel.: +468315300
Mobil: +46706964185
E-mail: Jan.Eklof@epsi-rating.com

Professor Jacob Eskildsen
Handelshøjskolen, Aarhus Universitet
Institut for Marketing & Statistik
Tel.: 89 48 66 50
Mobil: 40 94 21 50
E-mail: jacob.eskildsen@epsi-denmark.org