Scandic Finland won the award for highest customer satisfaction at Indicate me's customer event High Tech High Touch, and the award was accepted on stage by colleagues from Scandic Sverige. We asked Kirsi Tanninen, Director of Group & Meeting at Scandic Finland, four questions about what's behind the result.
What does this award mean to Scandic Finland?
"This really brings us joy and a smile! The year was a year of changes and a very difficult one, but it seems that the team was able to work brilliantly towards the customer."
If you were to single out one or two things that have really made a difference, whats has driven customer satisfaction for Scandic Finland?
"Salesmanship is the foundation of good service, as is interest in the customer's needs."
If you had to give one piece of advice to other companies looking to achieve the same level of customer satisfaction, what would it be?
"It takes time, consistent planning, patience, and a willingness to listen to both customers and your team, while continuously overcoming sales challenges."
How do you use AI in customer service today, and what has changed since you started?
"We currently use AI primarily to evaluate calls, both as part of the sales agent's self-assessment and as a support tool for managers in coaching. Since we started, the main change has been a more structured and data-driven approach to performance evaluation and feedback. After the initial nervousness, it has become a useful tool for many in the team."
Scandic Finland won the award for highest customer satisfaction at Indicate me's annual customer event High Tech High Touch, 28 May 2026 in Stockholm. The award was accepted on stage by representatives from Scandic Sverige.