Today, the Swedish Innovation Index 2020 is released, and Ikea is - for the third year in a row – ranked as Sweden's most innovative company. Systembolaget has advanced the most in innovation capacity. The survey also shows an increased degree of innovation in Swedish organizations and that the more innovative organizations are better equipped to adapt to the effects of the pandemic.
These are some conclusions from the Swedish Innovation Index 2020, where researchers at CTF, Service Research Center at Karlstad University, for the third year in a row, have asked the customers to evaluate the degree of innovation in a number of companies, organizations and authorities. Ikea still has the highest innovation capacity and keeps the position as the most innovative company, followed by Spotify, MTRX, Systembolaget and Verisure in the top five.
"Ikea has continuously been successful in conducting innovation at all levels. They offer new goods and services, new circular business models and new ways of meeting their customers. This makes them stand out - not only in Sweden but also globally," says Per Kristensson, professor of consumer psychology and innovation and director of CTF.
The results for 2020 show an increased degree of innovation among the organizations in the survey, where Systembolaget, Nordea and the Swedish Tax Agency have improved the most.
"This is a result from succeeding in outside-in thinking. It means that you start with the customer's needs, from the life situation that characterizes the customer and then change selected parts of your organization. The usual approach is to do the opposite, which is not as successful if you ask the customers," says Per Kristensson.
Linda Bornvik, Head of Customer Offer & Experience at Systembolaget, agrees:
"At Systembolaget the customer is in the center and the compass of our organization. We have many customers and we are there for everyone in Sweden. During the pandemic, we have adjusted and developed our offer by sensitively listening to the customers' needs and made adjustments to ensure safe and responsible sales. It feels wonderful to know that it is appreciated!"
Innovative organizations change their activities during the pandemic
This year's survey also shows the effects of the pandemic and how more innovative companies and organizations are more likely to change their operations and adapt to new needs and behaviors
"Within retail, Coop and Ica have been the most successful in adapting their operations by increasing social distancing. Organizations with a high capacity for innovation are more able to make changes that make the customer feel secure when visiting their business during the pandemic," explains Lars Witell, professor of business administration at CTF.
The importance of innovation from the user's perspective
In the past year, the pandemic has shown the importance of innovation and being able to offer an innovative approach to customers, patients and citizens. This is exactly what our index measures and what we want to focus on - the importance of innovating based on the user’s needs. The purpose of the Swedish Innovation Index is to complement other surveys and contribute to creating an overall picture of innovation to provide politicians and business leaders with a better measurement tool that provides us with knowledge of how Swedish businesses are doing when it comes to innovation.
The Swedish Innovation Index 2020 includes responses from almost 9,300 customers who ranked almost 90 companies and organizations in twelve industries based on their innovativeness and how attractive these innovations are perceived. The customers have evaluated the offer, delivery, treatment and interactions. The 2020 survey was presented at the Service Innovation Day 2021, on 1 June via Zoom.
Read more about the Swedish Innovation Index and 2020 results.
For more information:
Per Kristensson, professor, CTF Service Research Center, per.kristensson@kau.se, +46 70-974 08 60
Lars Witell, professor, CTF, Service Research Center, lars.witell@kau.se, +46 73-620 95 16
