Impactful Indications from 639 reviews on Telenor

What do people say about Telenor?

Photo: Kjetil Ree

Telenor is the biggest mobile service provider in Norway and is also operative internationally with over 35 000 employees. Today it is generally known throughout Scandinavia and is one of the most subscribed to mobile providers in Sweden.

As a well established mobile service provider in Sweden, we wanted to find out what people really have to say about this company. We went online in search of reviews to run through Gavagai explorer and found 639 reviews on TrustPilot. What do people say about Telenor?

Here are 3 things we found out!

The topic “customer service” is interesting, some of the subtopics related to customer services are “impolite” and “lying”. Although they are not the three most occurring topics in relation to “customer service”. They can be interpreted as an impactful indication for Telenor as to what are the negative drivers when it comes to customer service.

Customers are very content with the help they receive when faced with problems. But, they tend to give a lower grade to the interactions associated with exits, compensation for problems, waiting time and invoice.

With a grade of 0,3 above average grade, the topic “subscription” indicates here that customers are satisfied with their subscription to Telenor. But if we take a closer look and study the net sentiment correlation to the occurrence over the years, we can see that the overall positivity in this topic has dropped by a surprising 60% since 2013.

What does this mean for Telenor?

We think one of the biggest indications we received from the analysis shows that customers want the services provided by Telenor. They are happy with the different varieties of subscriptions and are content with the help they receive when faced with problems.

The negative drivers among the reviews for Telenor are mainly about problems that Telenor doesn’t take responsibility for or compensate their customers for. Many customers receive wrong invoices for example. And for those customers who are not attentive, they can be paying much more than what they initially subscribed for.

These are again very impactful indicators as to what is causing a negative drive in the analysis. This also gives us a good overview of what kind of follow up study they should consider if they want to focus more on customer relationships. 

Maybe this kind of sentiment indicator is the next step in advancements for the effective dissolving of negative drivers among all topics. This can help a mobile service provider improve all aspects of their service and increase overall positivity and customer relationship.

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