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Appy customers are happy customers
– Even in Norway’s most hated company

2010

2011

2012

2013
It wasn’t a question of being liked 

– it was a question of how we could be less hated.

2010

2011

2012

2013
2010

2011

2012

2013
TI CK ET

1 PE RS ON

Something had to be done

2010

2011

2012

2013
”Smart phones were ”hyped” as the next big
advertising channel. No one talked about how it
could be a tool for consumers…”

– Torkel Lappegård,
former director of development, NSB

2010

2011

2012

2013
2010

2011

2012

2013
"You‘ve got to start with the customer experience
and work back towards the technology - not the
other way around."

– Steve Jobs

2010

2011

2012

2013
“You should be able to buy train tickets while
running down main street Oslo.”

2010

2011

2012

2013
2010

2011

2012

2013
Simplify, simplify, simplify

2010

2011

2012

2013
All time low

2010

2011

2012

2013
“What we have today doesn’t work, and I have no
expectations that it will get better in the future. It’s
problematic to introduce new systems before the old
ones work…”
Willy Franzen,
chairman of the commuters association.

2010

2011

2012

2013
TOPPlist
1

NSB
NSB AS

2

3

4

5

Launch
2010

2011

2012

2013
2010

2011

2012

2013
Spring 2012

2010

2011

2012

2013

Spring 2013
2010

2011

2012

2013
TODAY

2010

2011

2012

2013
“A lot of hard work is needed, but we’ve seen that 

it’s possible: NSB can make it to the top 10 

- just not next year.”

Pål R. Silseth,
Project manager, Norsk Kundebarometer

2010

2011

2012

2013
Spar tid. Ta toget

2010

2011

2012

2013

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Digital Winners 2013: Kristin kjoge jansson