Product responsibility

Product and service labeling


Practices related to customer satisfaction, including results of surveys measuring customer satisfaction

We use NPS (Net Promoter Score) as the key measure to track development towards reaching our vision of becoming loyalty leader on all our markets. NPS was introduced as a strategic KPI in 2015. NPS is complemented by regular brand tracking in terms of brand consideration and preference, which gives useful insights into customer satisfaction trends. All results are followed both locally and on group level.

Omission: Due to changes in the NPS survey setup, we cannot present aggregated results for 2015.

Marketing communications


Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications

Telia in Sweden was convicted twice for violating direct marketing regulations. In both cases corrective actions were taken.


Customer privacy


Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data

Around 20 substantiated complaints were reported. Most cases related to system errors or failures which caused customer data to be visible for other customers or online, or customer data being sent to the wrong customer. In all cases the errors were corrected.

Omission: There may be additional cases that have not been reported. We are working on improving reporting.

© TeliaSonera 2015
In the event of any differences between this online version of the Annual and sustainability report and the printed version, the printed version shall prevail.