DNA shines in independent EPSI Rating study on mobile customer satisfaction

The study reveals that DNA performs consistently well in various customer satisfaction aspects, including image, expectations, product quality, service quality and value for money. Elisa placed second and closest to the industry average among both customer segments, while Telia brought up the rear. DNA’s excellent performance raises the average of the whole industry, with customer satisfaction among consumers hovering just below very satisfied.

“I want to thank our customers for their generous feedback and trust in us, as well as the whole DNA team for their outstanding work in providing for our customers. In July this year, DNA received five stars in the independent EFQM quality assessment. This assessment is based on a thorough evaluation of the entirety of a company’s business activities. DNA’s customer-centric approach earned it a special mention from the assessment team, and I see our performance in the EPSI Rating as a clear confirmation that that customer-centric approach is working. This puts us in an excellent position to blaze the way forward towards even better results”, says DNA’s CEO Jussi Tolvanen.

The EPSI Rating study uses an index of 0–100. As a rule of thumb, results below 60 can be considered to represent unsatisfied customers, 60–75 satisfied customers and 75 and above very satisfied customers.

Customer satisfaction 2023, mobile consumers: 

1. DNA, 74.7
2. Elisa, 70.6
3. Telia 69.1

The industry average for mobile consumer satisfaction was 71.4.

Customer satisfaction 2023, corporate mobile customers:

1. DNA, 72.6
2. Elisa, 70.0
3. Telia, 69.8

The industry average for corporate mobile customer satisfaction was 70.7.

The study showed an overall decrease in mobile consumer satisfaction, with the industry average falling from 74.4 to 71.4. DNA’s performance was more stable than that of other operators, falling only slightly from 75.7 to 74.7. In contrast, the industry average for corporate customer satisfaction rose from 69.8 to 70.7. Here, DNA achieved an above-average upward trend, raising its performance from 69.5 to 72.6.

EPSI Rating is an independent Nordic academic non-profit organisation. EPSI Rating grew out of an EU research project at the Stockholm School of Economics in 1989 and is owned by the Swedish Institute for Quality, which is owned by the Swedish government.

Source and further information:

CEO Jussi Tolvanen, DNA Plc, tel. +358 (0)44 044 1000, jussi.tolvanen@dna.fi

DNA Corporate Communications, tel. +358 (0)44 044 8000, communications@dna.fi

*EPSI Telecommunications 2023 study, abstract available as an attachment (in Finnish) and at website (in Finnish): https://www.mynewsdesk.com/fi/epsirating/pressreleases/epsi-telekommunikaatio-2023-kriittisyys-lisaeaentyy-dna-lla-ja-elisalla-alan-tyytyvaeisimmaet-asiakkaat-3278209

* The wider Epsi Telecommunication 2023 study added on 8.12. at 10.35 https://www.epsi-finland.org/wp-content/uploads/2023/12/epsi-telekommunikaatio-2023-study-summary-puhelinliittymaasiakkaat.pdf