Case study, Customer stories How to maintain 5.8 out of 6 possible customer satisfaction rate – Interview with Rune Aasen from NAV Foreldrepenger January 20, 20224 minutes EllieMarketing Captain We are meeting the cheerful Supervisor at NAV Foreldrepenger, Rune Aasen, who guides new parents carefully and takes them step by step through the complex rules of parental benefits or adoption, maternity benefits, cash benefits, one-time benefits, child and care benefits. 68 000 followers NAV Foreldrepenger uses the modules Publisher and Inbox to handle the 68 000 followers, or 68 784 to be exact, according to the 24SevenSocial real time overview. We have always had an incredible number of inquiries from the public, and before we started using 24SevenSocial, the challenge was to collect all the questions and comments in the feed, and make sure all of them were processed in a professional manner. We assume this is a mix of tired, happy, frustrated, and probably sometimes slightly angry parents, and can easily imagine that Rune has his hands full. Rune has been using the platform since the beginning of 2015 and declines that they are bothered by online trolls of any kind. So far, we mostly get polite comments and questions, and even though there is a function to capture these. Luckily, it is still to be used! Despite the fact that we are a government organization, we try to communicate in a popular and understandable way without any paragraph marks. Some of our posts are also written in English as a large number of followers are from Poland, Lithuania, and Sweden. The goal is to convey a clear message to everyone. We wonder how the distribution of everyone looks like. Rune is a few keystrokes away from the answer: – Our followers are 76% women between 25 and 34 years, and a total of 83% are women, ranked by city size. That means women are still taking the main responsibility for information and knowledge regarding these topics, we conclude. – Yes, but they tag the partner in posts he might benefit from, Rune adds. Every week, Rune and his team create 3–4 posts with a chosen topic. They have an office in Bergen and consist of 10 people working in pairs. The topics are seasonal based, with the essense of NAV Foreldrepenger’s experience and knowledge behind. The Christmas calendar is a popular feature every year. The workflow is considerably better, and the function «Send for review» is in daily use to help ensure a straightforward, consistent answer. We have always had an incredible number of inquiries from the public, and before we started using 24SevenSocial, the challenge was to collect all the questions and comments in the feed, and make sure all of them were processed in a professional manner. This was a very time-consuming process. Now everything is collected and sorted, and most inquiries are handled within 24 hours. The workflow is considerably better, and the function «Send for review» is in daily use to help ensure a straightforward, consistent answer. All inquiries are double checked by at least two supervisors. Also, we only use the wall on Facebook, we had to close the inbox due to high traffic, because we did not have the capacity to handle all inquiries. Now that our posts and comments are posted on the wall, more people get to read the comments and replies. A FAQ wall, sort of. We are satisfied if our posts reach 30,000, but we even achieved 120,000. The users are also happy. 5.8customer satisfaction NAV Foreldrepenger’s customer satisfaction surveys show a score of 5.8 out of 6 possible. Rune proudly talks about the customer surveys that show a score of 5.8 out of 6 possible, which confirms NAV Foreldrepenger’s customer satisfaction. They even won an award for the year’s best customer service in social media at the prestigious Social Media Days a few years back. That’s something! Speaking of social media, we now have an internal request for our Instagram appearance, considering GDPR. Then the 24SevenSocial platform will have an even greater impact – we will be able to plan and publish in both channels at the same time. Two for one, Rune jokes. He continues: Our contact person at 24SevenSocial, Kenneth, has offered to assist in this process if needed, which is a perfect example of service we greatly appreciate. As a government customer, we may have some special needs and wishes, but 24SevenSocial is always helpful and goes to great lengths to accommodate us. Before The Wall is calling for Rune, we want to know if he has one question in mind that recurs? – Not really, but it is always about money in one way or another, he blinks and flips a coin to illustrate – heads or tails?