Our quality work
Working systematically for the highest customer value
Our quality work
Since June 2025, Konferensbokarna i Norden AB has been certified according to ISO 9001 - proof that we have a quality management system that ensures our services, customer dialog and internal processes. For us, quality is about ensuring that every customer experience is smooth, transparent and personal - from quote to follow-up.
Our quality policy
We work according to a quality policy which means that we will:
- Meeting customers' requirements and expectations
- Have a high level of service and clear dialog throughout the booking process
- Continuously improve our processes and tools
- Creating value for both customers and partner sites
- Building a way of working that is efficient, traceable and measurable
The policy is decided by management and forms the basis of our quality management system.
Our quality objectives
We monitor our key processes through clear targets and KPIs, including
- Quote delivery: ≥ 95% of all quotes delivered within the specified timeframe
- Customer satisfaction (NPS): Target value ≥ 9.0 on average
- Incident management: ≥ 90% of recorded incidents handled within 30 days
- Partner evaluation: 100% of our partner sites will be evaluated annually
Targets are followed up in our monthly operational meetings and quarterly management reviews.
How we work to improve
We call all reported non-conformities, complaints and suggestions for improvement 'improvements' - because they always drive us forward. All employees can register improvements, which are evaluated by process owners and followed up by the quality manager.
We work with clear action plans, responsibilities and follow-up. Results are presented internally every month.
An evolving management system
We have processes for all our key functions - from quoting and booking to invoicing and customer follow-up. The system provides good traceability, version management and improvement opportunities.
We continuously develop the system with the help of our users and are proud that both customers and partners appreciate the clarity of our working model.
Want to know more?
Our quality policy and process descriptions are available on request. Feel free to contact us!