Nokia aims to provide products and services which meet the needs of trade customers and consumers. We research the views of both groups to understand where we are succeeding and how we can do better.

Trade customers
We research trade customers’ views on Nokia through the Listening to Trade Customers survey. An independent research company carries out the survey each year. It reaches executive and operational contacts in a sample of customers that accounts for around 80% of Nokia’s revenue each year.

In 2008 about 1,000 contacts from 300 customer companies in 90 countries took part in our trade customer satisfaction survey.

The responses showed satisfaction with Nokia had remained very high despite increasing competition. Comparison with others in our industry placed us in the top 10% of telecommunications companies globally and ahead of all key mobile competitors.

The research revealed the following Nokia strengths driving customer satisfaction:

• Diversity of product range
• Ease of use of products
• Relationships with our account teams
• Logistics

The consolidated feedback is used to understand where systematic improvements are needed.

Nokia Account Managers discuss initial survey results with their teams and customers, and take action relevant to individual accounts. Customers are informed of the key local actions relevant to their account and receive a response letter highlighting the overall key findings and improvements planned by Nokia.

Consumers
Nokia Care provides support services to consumers through online, email and call center services, supported by a network of authorized service centers. The support includes basic product information, guides and demonstrations, discussion boards, software updates, advice on specific issues, and warranty repairs. It also helps consumers to find out where to recycle their old products.

We aim at getting a wide picture of consumer experience by using different consumer feedback channels, and respond with targeted improvement actions. The main feedback channels include consumer satisfaction surveys, feedback through independent market research companies and Nokia Care contacts.

Operators
Nokia continues to receive enquiries and assessment requests about social and environmental performance from our operator customers. We respond to those requests through our normal customer account management interface.