Customers increasingly satisfied
- 'We are pleased with the positive feedback over the past year, but we want to make it even easier to apply for support from us – whether you are a first-time founder with a new idea, undertaking a major restructuring project or an established success looking to test market opportunities in other countries,' says Håkon Haugli, our CEO.
Customer satisfaction following approval or rejection of grants and loans
Our customers rate their satisfaction with our services and advisers at 4.5 on a scale of 1 to 5, where 5 means very satisfied. This is according to a survey we send out on an ongoing basis one week after businesses have received an offer of funding, had a funding application rejected or received advisory services.
The score is the average of customers’ responses to the following two questions:
‘How satisfied were you with your adviser at Innovation Norway?’
‘How satisfied were you with our services in relation to your needs?’
The score of 4.5 covers the past six months. The corresponding score for the previous six months was 4. The survey response rate is usually around 30 per cent. So far in 2024, 1,724 businesses have answered this question.
Pop-up questions about the application process
Another survey measures satisfaction immediately after you submit your application. When you click 'Submit' on your application to us, the following question appears on screen:
'Are you satisfied with the application process?'
Businesses give an average score of 4 on a scale from 1 to 5, where 5 is the highest. The result for the past six months is higher than in the previous six-month period, when the score was 3.9. Over the past year, 2,500 businesses have answered this question.
Our application process is based on dialogue, with our advisors discussing ideas and options with you along the way. This means you do not need to know about the various services available through the business support system. Instead, you can focus on describing your project. Your customer advisor will then identify the services that best suit your specific project.
Examples of grants include grants for startups, student entrepreneurship, climate- and environmentally friendly technology, and the bioeconomy. Examples of loans include innovation loans and green growth loans. Examples of advisory services include courses, mentoring, international market advisory and export advice.
'We have a clear goal to simplify things for our customers and employees. Every week, we interview customers about our digital solutions so that we can make it even easier for you to use our services,' says Rune Hoel, Product Manager for 'One Way In' at Innovation Norway.
Read more about One Way In here.