To understand employee well-being and satisfaction, we regularly run employee pulse checks. The feedback helps us pinpoint areas for improvement, and our teams actively use the results to make positive changes. Two examples of teams that have seen real improvements from this are the Customer Service team in Norway and the terminal team in Örebro.

Customer Service Team, Norway

Cecilie Raaholt leads the Customer Service team in Norway, which includes 23 people managing queries from couriers, customers, and merchants. During 2024, their eNPS score reached +14—a significant improvement from the beginning of the year! At the same time, the number of tickets per day has also increased by +20% between mid year and end of year. The main focus for improvement was to conduct regular meetings to identify issues and gaps with everyone in the team. In addition, they held a few team-building workshops to strategically establish a solid foundation to work from. The impact of this was very good, as it provided people with an opportunity to speak in a larger forum and feel heard. “The team atmosphere is better than ever, and it is showing in our performance and energy”, Cecilie says. Additionally, sickness has decreased significantly, which may be a direct result of these improvements.

Terminal Operations Team, Sweden

In Örebro, Joakim Werhahn manages a team of 16 employees who handle sorting at the terminal. Joakim integrates survey feedback into their regular team meetings, where they focus on both areas for improvement and achievements. The team is encouraged to contribute with suggestions for improvements, and follow a structured process of discussing the improvement, implementing changes, following-up on the outcome, and implementing it—if successful—into routines. 

Celebrating achievements is also important to reinforce strengths and keep motivation high, and the team always also reflects on one strong result of the survey to take pride in. The approach to team engagement and continuous improvement has had a clear impact both in the score, the atmosphere, and operational efficiency. Ellen Wreeby, one of the team members says: “Many of the suggestions have been implemented and that has improved our productivity and made everyone feel very involved”.