case

Insights from the Total Customer Journey

With a growing customer base, Nordstern recognized the need for a more systematic approach to managing customer data and professionalizing their work with customer and supplier satisfaction. Learn how customer and supplier feedback provided Nordstern with comprehensive insights into the total customer journey.

Nordstern is Denmark's leading real estate developer and general contractor, specializing in the development, construction, and renovation of residential and commercial properties. The company was founded in 1979 and now employs more than 400 people. Nordstern's mission is to lead sustainable efforts in construction, focusing on climate impact, resource use, and social initiatives.

Source: https://nordstern.dk

INDUSTRY - TURNKEY CONTRACTOR
PRODUCTS - CUSTOMER RELATION SURVEY

SOLUTION
Systematic Measurement and Clear Reporting

RESULT
Improved Understanding of the Customer Journey and Increased Satisfaction

challenge

Gaining Insight into the Entire Customer Journey

In 2021, Nordstern recognized the need to improve its customer satisfaction efforts by systematically collecting customer feedback.

In 2024, the company added a new dimension to its feedback collection efforts with its first-ever supplier survey. After several years of customer growth, Nordstern sought a deeper understanding of how it was perceived by its customers and suppliers.

The company's goal was not only to ensure continued high customer satisfaction, but also to strengthen long-term relationships with both customers and suppliers so that they would continue to choose Nordstern as their preferred partner.

To achieve this, Nordstern decided to expand its collaboration with Ennova, which had been conducting Nordstern's employee engagement survey since 2018:

"For us, working with Ennova is characterized by their high level of expertise, flexibility, seamless processes, and deep understanding of our business and industry. That's why we also wanted Ennova to be our CX provider."

Hans Jørn Abrahamsen, Sales Director, Nordstern

Solution

Systematic Measurement and Clear Reporting

In 2022, Nordstern conducted its first customer survey. The results quickly provided data-driven insights into what their customers thought about them, highlighting both strengths and areas for improvement.

One feature that particularly impressed Nordstern was the simple and flexible survey setup, which included industry-specific benchmarks and user-friendly reporting. This made it easier for Nordstern to translate the data into actionable steps across the organization:

"We always receive a very professional report on the survey results, including insights and benchmarks. This enables us to use the report at the executive level, where we spend time discussing the results in relation to our future strategy.”

Hans Jørn Abrahamsen, Sales Director, Nordstern

Another important aspect of the solution was the close cooperation between Nordstern and Ennova in selecting the survey questions. This ensured that the survey was aligned with Nordstern's current business needs and provided the insights the company needed.

Customer Relation Survey

Our Customer Relation Survey helps you identify the key drivers of your customer satisfaction and explore potential improvement areas.

New Supplier Survey Provides Holistic Insights

In 2024, Nordstern conducted its first supplier survey to ensure that all factors affecting the customer experience were measured. The survey is conducted annually, alternating with the customer survey, and provides valuable insight into how suppliers perceive their collaboration with Nordstern.

With feedback from both customers and suppliers, Nordstern now has a comprehensive understanding of its value chain. The supplier survey didn't just provide a supplier NPS (Net Promoter Score), it also identified the top three reasons why suppliers found it easy to work with Nordstern:

Respectful treatment of suppliers by employees

Trustworthiness of Nordstern's collaboration practices

Quality of communication from Nordstern

These insights give Nordstern a clear understanding of where they excel and where there is room for improvement. The survey design fits perfectly with Nordstern's holistic approach to understanding their value chain

"Getting data and insight across our entire value chain is central to our customer and supplier efforts. It is very valuable for us to have a complete picture.”

Hans Jørn Abrahamsen, Sales Director, Nordstern

Result

Improved Understanding of the Customer Journey and Increased Satisfaction

Through annual customer and supplier satisfaction surveys, Nordstern has made significant progress in customer satisfaction. This includes a significant improvement in their NPS (Net Promoter Score) during the period 2022-2023.

Through dedicated efforts and a systematic follow-up process, Nordstern has successfully translated customer feedback into targeted actions, resulting in positive outcomes for both customers and suppliers:

"We are very proud that our customers and suppliers are satisfied with us and that we are able to improve our NPS year after year. High customer satisfaction is essential for us to remain the growth-oriented company we want to be.”

Hans Jørn Abrahamsen, Sales Director, Nordstern

In addition to using NPS as a key metric for both customer and supplier satisfaction, Nordstern places great emphasis on an active follow-up process. Once the results are collected, the real work begins - translating the feedback into concrete actions that customers and suppliers can experience in practice:

"For us, it's about taking our data to the finish line. We're in close dialog with our customers to understand their feedback, and we have to have the courage to address the challenges that the data reveals. The follow-up work is an important part of listening to our customers and suppliers.”

Hans Jørn Abrahamsen, Sales Director, Nordstern

Nordstern and Ennova: A Partnership Across EX and CX

Nordstern's collaboration with Ennova began in 2018 with a focus on employee engagement (EX), and has since evolved to include several key areas of the company. You can read more about Nordstern's work with employee engagement here.

Ennova's thorough and ongoing consulting support has been a cornerstone of this long-term partnership. For Nordstern, having a partner with deep insight into their business and industry has been a major benefit, helping them navigate the unique challenges and opportunities of their field:

"It is incredibly important to us that Ennova understands our business and our industry. This understanding has had a significant impact on our decision-making processes, as it positively influences our workflows and daily collaboration.”

Hans Jørn Abrahamsen, Sales Director, Nordstern

Another major benefit of the partnership is the visual and methodological consistency of the surveys. Whether it is employees, customers, or suppliers, Nordstern has experienced a level of consistency that makes the data easier to understand and act upon:

"There is visual consistency in the presentations and reports we receive. This makes it easier to navigate the data, and we really appreciate that."

-Hans Jørn Abrahamsen, Sales Director, Nordstern

NOTE: The metrics are fictional, not from the actual survey results.

Read more about how Nordstern work with employee engagement here.

Hans Jørn Abrahamsen, Sales Director

NORDSTERN

www.nordstern.dk

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