Product
responsibility

Product and service labeling

G4-PR5

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

See Directors’ Report, section “Our customers”, Net Promoter Score.

Omission: Due to changes in how NPS is designed we cannot present comparable figures.

Customer privacy

G4-PR8

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

During 2017 we significantly improved the structure of working with data breaches and losses of customer data as well as improved the training for relevant teams. We were able to confirm 105 cases in core markets. This is an increase since 2016 but we believe that the number of unreported cases is considerably reduced. Most cases related to human and system errors or failures which caused customer data to be viable for other customers or online, or customer data being sent to the wrong customer. In all reported cases local companies cooperated with national supervisory authorities to correct the inaccuracies.

Read more about our work with customer privacy in Directors’ Report, section “Customer privacy.”

Omission: We are unable to provide reliable statistics for Discontinued operations.