Nordstern is Denmark's leading real estate developer and general contractor, specializing in the development, construction, and renovation of residential and commercial properties. The company was founded in 1979 and now employs more than 400 people. Nordstern's mission is to lead sustainable efforts in construction, focusing on climate impact, resource use, and social initiatives.
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With a growing customer base, Nordstern recognized the need for a more systematic approach to managing customer data and professionalizing their work with customer and supplier satisfaction. Learn how customer and supplier feedback provided Nordstern with comprehensive insights into the total customer journey.
"For us, working with Ennova is characterized by their high level of expertise, flexibility, seamless processes, and deep understanding of our business and industry. That's why we also wanted Ennova to be our CX provider."
Another important aspect of the solution was the close cooperation between Nordstern and Ennova in selecting the survey questions. This ensured that the survey was aligned with Nordstern's current business needs and provided the insights the company needed.
New Supplier Survey Provides Holistic Insights
In 2024, Nordstern conducted its first supplier survey to ensure that all factors affecting the customer experience were measured. The survey is conducted annually, alternating with the customer survey, and provides valuable insight into how suppliers perceive their collaboration with Nordstern.
With feedback from both customers and suppliers, Nordstern now has a comprehensive understanding of its value chain. The supplier survey didn't just provide a supplier NPS (Net Promoter Score), it also identified the top three reasons why suppliers found it easy to work with Nordstern:
- Respectful treatment of suppliers by employees
- Trustworthiness of Nordstern's collaboration practices
- Quality of communication from Nordstern
These insights give Nordstern a clear understanding of where they excel and where there is room for improvement. The survey design fits perfectly with Nordstern's holistic approach to understanding their value chain
In addition to using NPS as a key metric for both customer and supplier satisfaction, Nordstern places great emphasis on an active follow-up process. Once the results are collected, the real work begins - translating the feedback into concrete actions that customers and suppliers can experience in practice:
"For us, it's about taking our data to the finish line. We're in close dialog with our customers to understand their feedback, and we have to have the courage to address the challenges that the data reveals. The follow-up work is an important part of listening to our customers and suppliers.”
- Hans Jørn Abrahamsen, Sales Director, Nordstern
Nordstern and Ennova: A Partnership Across EX and CX
Nordstern's collaboration with Ennova began in 2018 with a focus on employee engagement (EX), and has since evolved to include several key areas of the company. You can read more about Nordstern's work with employee engagement here.
Ennova's thorough and ongoing consulting support has been a cornerstone of this long-term partnership. For Nordstern, having a partner with deep insight into their business and industry has been a major benefit, helping them navigate the unique challenges and opportunities of their field:
"It is incredibly important to us that Ennova understands our business and our industry. This understanding has had a significant impact on our decision-making processes, as it positively influences our workflows and daily collaboration.”
Another major benefit of the partnership is the visual and methodological consistency of the surveys. Whether it is employees, customers, or suppliers, Nordstern has experienced a level of consistency that makes the data easier to understand and act upon.
"There is visual consistency in the presentations and reports we receive. This makes it easier to navigate the data, and we really appreciate that."
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