Login: FinlandRopo conducted its annual End Customer Survey across Finland, Sweden, and Norway in July–September 2025, gathering feedback from 1,237 end customers who contacted us regarding payment-related matters during the survey period. The survey provides valuable insights into how end customers experience our customer service related to payment matters across different markets.
Strong satisfaction scores across all markets
Customer satisfaction remained strong across the Nordics, with customers rating their experience on a scale from 0 to 10:
- Finland: 8.3/10
- Sweden: 8.6/10
- Norway: 6.0/10
The combined Net Promoter Score (NPS) across all markets was 49, reflecting strong customer satisfaction and willingness to recommend our services across the Nordics.
These results highlight the strengths and opportunities across our markets. Finland’s score reflects our long-standing operations and continuous service development, with nearly 90% of open feedback comments being positive or neutral – underscoring strong customer trust and satisfaction. Swedish end-customers expressed the highest confidence in Ropo’s service quality. In Norway, although the survey sample was smaller and did not yet include direct feedback through MyRopo, insights gathered through other channels provide valuable input as we continue to grow and strengthen our presence.
What end customers value most
Across all three markets, end customers consistently highlighted friendliness and professionalism as Ropo’s strongest qualities. On a scale of 1-5, customers rated our service highly:
- Finland: Friendliness (4.4), Expertise (4.3), Ease of contact (4.3), Positive and professional treatment (4.3)
- Sweden: Friendliness (4.2), Positive and professional treatment (4.2), Ease of contact (4.1), Expertise (3.9)
- Norway: Friendliness (4.1), Positive and professional treatment (4.1), Expertise (3.8), Ease of contact (3.8)
End customers appreciated flexible payment solutions, including due date extensions and payment plans, as well as easy-to-use online services available 24/7. Fast and efficient service across all channels, combined with clear guidance and solution-oriented support, were also highlighted as key strengths.
“Customer service works in a very humane way. You always get understanding, professional, and encouraging service.”
– Customer in Finland“Positively surprised. Service far above expectations.”
– Customer in Sweden“Solution-oriented, short response time, and understandable information.”
– Customer in Norway
Digital service adoption continues to grow
The survey revealed continued strong adoption of online self-service for routine administrative tasks, with the majority of customers in Finland and Sweden preferring digital channels for checking balances (66%), updating information (65%), and providing account details (63%).
MyRopo supports end-customers with all payment-related questions and also offers personal assistance through the Message Center and chat features, ensuring that customers can handle both routine and more complex matters digitally.
Comparing Ropo to other service providers
When comparing Ropo’s service to other companies, a clear majority rated our service favorably:
- 74% of Finnish customers rated Ropo as better or similar to other service providers
- 68% of Swedish customers rated Ropo as better or similar
- 59% of Norwegian customers rated Ropo as better or similar
The positive comparisons particularly highlighted friendliness, accessibility, and solution-oriented approach. Respondents mentioned comparing Ropo’s customer service to that of banks, insurance companies, telecom operators, debt collection agencies, and government services.
Commitment to continuous improvement
Survey insights inform our ongoing service development initiatives across all markets. We value the feedback our end customers have shared, as it helps us strengthen our services and better serve our clients and their customers across the Nordic region.
Celebrating Customer Service Week
These survey results reflect the daily work of Ropo’s customer service teams across the Nordics. During Customer Service Week, we’re recognizing their dedication and professionalism – qualities that customers consistently highlight in their feedback.
The high ratings for friendliness, expertise, and customer-oriented service are a direct result of their commitment to treating every customer with respect and finding solutions to payment challenges.
About the survey:
The 2025 survey was conducted using the Questback platform and was embedded into both the post-contact feedback process and the MyRopo logout survey. This year’s methodology differs from previous years, providing more immediate feedback directly after customer interactions, while excluding phone interviews.
Read more
News
How Nordic Customers Want to Handle Payment Matters in 2025: Digital Self-Service Continues to Grow
Read more
Ajankohtaista
Ropo’s Annual End Customer Survey 2025: Strong Customer Satisfaction Across the Nordics
Read more
Insights & Trends
CFOs, AI, and the Power of Data
Read more
Client stories
Napapiirin Residuum Partners with Ropo for Invoice Lifecycle Transformation
Read more
Ready to streamline your invoicing flow and enhance financial oversight?
Ropo’s experts are here to support you whenever you need assistance optimizing your invoicing processes and cash flow management for improved control, efficiency, and transparency.
Reach out to your local sales team or continue exploring our one-platform approach here: