New index presents Sweden’s most innovative companies from the customers’ perspective2019-02-07
Which Swedish company is the most innovative, if you ask the customers? This is what researchers at CTF, Service Research Center at Karlstad University, are investigating. The results will be presented in the Swedish Innovation Index, a national ranking of companies' innovative ability where the customers make up the jury.
"The Swedish Innovation Index differs from traditional ways of measuring innovation since it is based on the customers’ perspective, unlike traditional ways that often are based on companies' internal activities and costs", says Per Kristensson, Professor in Consumer Psychology and Director at CTF.
The Swedish Innovation Index ranks the innovativeness based on responses from about 13,000 customers of 70 companies and organisations in about 20 industries. The index measures: perceived innovativeness, relative attractiveness, and customer loyalty. In addition to these key variables, companies’ offer, delivery, customer service and interaction space are measured.
Why does innovation matter?
CTF conducts research on innovation and value creation through services based on the needs of individuals, organisations and society.
"Customers use products and services for a reason. Our research focuses on this reason, and shows that customers expect more from companies and organisations than just a satisfactory experience or a low price", says Per Kristensson.
The index is based on many years of research and is developed in collaboration with NHH, Norwegian School of Economics, and Fordham University, USA.
"With the index we hope to contribute to a better knowledge and understanding of how companies and organisations by investing in innovation can increase their attractiveness and competitiveness", says Per Kristensson.
CTF and Karlstad Business School will launch the Swedish Innovation Index on March 7th at the seminar "Tjänsteinnovationsdagen" held in Karlstad.