Nordstern: Employees, Customers, and Suppliers in Focus

Nordstern has experienced significant growth in recent years, both in terms of employees and customers. To maintain focus on its most important assets, the company implemented a survey setup that included employees, customers, and suppliers. Discover how Nordstern's 360-degree approach provided deep insights across the organization, ensuring high levels of employee engagement, customer satisfaction, and supplier collaboration during a period of accelerated expansion.

Listening to Employees, Customers, and Suppliers

When Nordstern says it listens to its most important assets, it's not just words. Listening and gathering feedback are core values for the company and are used strategically to better understand employees, customers, and suppliers.

Since 2018, Nordstern has relied on Ennova's Employee Engagement Survey to ensure employees' voices are heard and that well-being and engagement remain a priority. In 2021, the collaboration expanded to include systematic customer feedback to gain structured insights into the customer experience.

But there was still a missing piece: supplier feedback. In 2024, Nordstern added supplier surveys to its feedback strategy, opening the door to new, valuable insights from another key constituency for its business.

The goal was not only to maintain high customer satisfaction but also to strengthen long-term relationships with both customers and suppliers-ensuring that they continue to view Nordstern as their preferred partner:

A Simple and Concise Solution

Listening to employees and collecting feedback doesn't have to be a complex task. Nordstern chose a solution tailored to their needs, allowing them to customize survey questions to reflect the company's current challenges. With benchmarking capabilities, Nordstern can use Ennova's surveys to gain valuable insights and measure their performance against the market.

The same principles apply on the customer and supplier side, where a flexible customer survey has provided Nordstern with key insights.

On both the employee and customer side, the detailed and easy-to-understand reporting of results has been a key factor in Nordstern's follow-up efforts:

THE RESULT

Focus on Growth and Value Creation at Multiple Levels

Nordstern understands that engaged employees and satisfied suppliers are the key to satisfied customers. As a result, their employee, customer, and supplier survey design has been a critical driver of their continued growth and success.

Through accurate data collection, Nordstern has been able to identify and act on areas of focus, resulting in tangible improvements in the field.

It is important to Nordstern that the surveys are tools that add value at all levels of the organization; not just for HR and senior management, but for the entire organization. Most importantly, employees, customers, and suppliers must feel a positive impact from their feedback.

Read more about Nordstern's specific work on employee satisfaction in the full case here.

Human Sustainability as a Central Element

For Nordstern, sustainability is more than an environmental issue; it is also very much about human well-being. The annual employee survey creates an important dialogue about well-being and provides insight into areas such as mental wellbeing and the work environment:

A Holistic Approach to Organizational Performance

In 2024, Nordstern added a new dimension to its feedback collection with the introduction of a supplier survey, marking a significant step toward a more comprehensive understanding of its overall performance.

The survey results provided Nordstern with insight into how its suppliers perceive working with the company, as well as a supplier Net Promoter Score (NPS) that highlights both strengths and opportunities for growth. This holistic approach not only strengthens Nordstern's success, but also ensures a robust value chain throughout the organization.

Learn more about Nordstern's specific work on customer and supplier satisfaction in the full case here.

Collaboration That Makes a Difference

One of the greatest strengths of the partnership between Nordstern and Ennova is Ennova's deep understanding of Nordstern's business. This has enabled a smooth and efficient collaboration between all parties, and Nordstern has benefited from competent and relevant advice tailored to their industry: