|dc.description.abstract||The purpose of this research is to explain the differences in the Net Promoter
Score of top and bottom performing teams under the light of their creative
To understand how creativity can be influenced in a company, Telenor opens
its doors and provides information and access to interview a group of selected
customer care agents. With the interviews and the literature review, it is
possible to determine certain patterns and make propositions to improve the
creative environment in the company.
The NPS is partly driven by the performance of the agents who provide
customer service to Telenor clients, and in turn their performance is driven by
factors like their personality, the external environment and their team
dynamics. To improve the NPS it is essential to take a closer look at the
agents who interact with the customers and understand how they can do their
This research focuses on the creative environment of the customer care
teams. The agents in these teams are meant to be problem solvers, which will
be done best if creativity is part of their DNA. The chosen method is a
qualitative comparative analysis of teams that are the furthest regarding their
NPS and to distinguish the creativity-related factors that make some teams
reach better results.
The NPS as an indicator is also analyzed in relation with the churn, and even
though the findings do not present a strong connection, they provide an
interesting start for further research.
Finally, a set of concrete recommendations for Telenor is given based on all
the above-mentioned analyses.||nb_NO