Login: FinlandRopo’s annual End-Customer Survey has now expanded beyond Finland to include Sweden and Norway, providing a broader view of customer expectations across the Nordics. While similar studies have been conducted in all three countries for years, this specific survey was introduced in Sweden and Norway for the first time. We regularly examine the end-customer experience to ensure we meet evolving needs effectively. The survey gathered feedback from over 1,600 end- customers who recently interacted with Ropo’s customer services.
Strong ratings in customer service
Friendliness and professionalism were widely recognized across all three countries. Respondents appreciated the supportive and solution-oriented approach of Ropo’s service teams. Finnish respondents were the most positive about customer service interactions (4.3/5 for friendliness), but both Norwegian (4.2/5) and Swedish (3.9/5) end-customers also highlighted friendly and respectful communication. Many noted that customer service was approachable and willing to assist, reinforcing a sense of trust and reliability; end-customers in Finland (4.2/5), Norway (4.0/5), and Sweden (3.7/5) rated their experience positively in terms of professional and respectful treatment.
Overall satisfaction was strong across the Nordics, with Finland leading at 7.6/10, followed by Norway at 6.8 and Sweden at 6.0. Finland also had the largest respondent sample. These results indicate a positive service experience in all markets, with Finnish end-customers expressing the highest confidence in Ropo. In Norway our clients’ customers also reported solid satisfaction levels, while Swedish respondents provided valuable insights into areas that matter most to them, helping to further refine service offerings.
Valuable customer insights driving service development
The survey’s open feedback provided additional insights into what customers appreciate most about Ropo’s service and where improvements can be made.
Across all three countries, our clients’ customers valued friendly and professional service, flexible payment solutions, and clear communication as key strengths. Finnish end-customers particularly valued accessibility and ease of resolving issues, while Swedish respondents praised quick problem resolution, helpful and friendly customer service, and effective communication, though some expressed concerns about invoicing and refund issues, as well as customer service wait times and clarity in communication. despite some concerns about invoicing accuracy. In Norway, empathy and understanding stood out as strong points, while end-customers highlighted a need for faster responses, better knowledge of regulations, and simplified payment solutions.
These insights play an important role in further enhancing Ropo’s services and ensuring a seamless, customer-friendly experience across all markets.
Commitment to continuous improvement
Customer feedback is a vital tool for Ropo to enhance its services. While satisfaction remains strong, the company continues to develop its digital services, streamline communication, and ensure accessibility across all markets.
Ropo remains committed to delivering reliable, customer-friendly service across the Nordics, ensuring that all customers receive professional and efficient support.
The survey covered all contact channels—phone, email, and MyRopo self-service—and was conducted through phone interviews, SMS, and email invitations, with an additional survey link in MyRopo. The study was carried out by Innolink.
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