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Digital Leaders in Sweden 2019

“Digital Leaders in Sweden 2019” assesses companies’ maturity in digital customer interaction and how well they serve their customers through digital channels.

Industry report

Despite unbalanced developments across dimensions and industries, one positive development is that the average Swedish score has improved from 2.6 in 2018 to 2.8 in 2019. Click on the industry bar below for more detailed industry study findings on how they perform by digital dimension, comparisons to prior year, and digital leading companies.

Telecom (B2B)

3.2

Telecom (B2C)

3.1

Food retail

2.9

Retail

2.9

Energy

2.9

Media

2.9

Passenger transportation

2.8

Bank

2.8

Insurance

2.6

Manufacturing

2.6

Consumer products (food)

2.1
Outstanding
very good
good
sufficient
poor
failed

Key findings

This section offers detailed information about the researched companies digital maturity by dimension, showing performance by category and the top five digital leader companies. Click on the dimension tabs below to learn more.

On average, Swedish companies receive a good grade in this digital dimension, and all industries other than energy have performed worse than last year. Only Trelleborg achieves a very good grade in mobile. This year’s performance in the mobile dimension shows that several Swedish companies still need to improve. Only Trelleborg receives a very good grade, while almost half of the other companies have a grade below good. Despite this disappointment, Swedish companies do have the capacity to achieve a better grade in this dimension, if they sharpen their focus. Increased efforts to develop proper mobile applications and websites could help Swedish companies attain a better score. As mobile usage increases, customer reach via this digital dimension will be crucial to Swedish companies’ success. Percentages indicate the share of the evaluated companies that are utilizing the listed categories as part of their digital customer experience.

Categories

2019 2018

Mobile commerce

96%
60%

Mobile-optimized sites

89%
88%

iOS applications (iPhone)

86%
87%

Android application

86%
86%

iPad application

49%

Sweden top 5

  1. Trelleborg 4.0

    Manufacturing, B2C
  2. SJ 3.8

    Passenger transportation, B2C
  3. Volvo Cars 3.8

    Manufacturing, B2C
  4. Kronans Apotek 3.8

    Retail, B2C
  5. ICA Banken 3.7

    Banks, B2C

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