The home network is becoming an increasingly important component of our homes. Consumer demands are increasing – in terms of stability, speed and the number of simultaneous users. Forecasts show that the number of devices we connect to our home networks is growing rapidly. The forecasts from IOT analytics show that this will accelerate in the years ahead. As Norway’s largest broadband provider, Telenor has developed Always WiFi – where they guarantee that customers will be satisfied with the WiFi coverage in their homes.
Customer insights from Innsikteriet
The insight team had the opportunity to work with Telenor in the final phase before the launch of Alltid WiFi. In the mapping, the marketing concept was reviewed. Several different names were evaluated, both in terms of associations, understanding, content and signal value. Concepts and terminology were also discussed in group discussions to ensure a relevant and clear communication of the solution.
We got good help from Insights to consider several different options for names, but also terms and ways to explain the concept.
Collaboration with Snøhetta
Many customers struggle with poor WiFi at home. Surveys show that 7 out of 10 have actually experienced problems with their home network. Telenor wanted to do something about that. The first thing they looked at was the design of the router itself. Traditionally, they have been black – usually with a couple of antennas and flashing lights. Telenor wanted to create a router that customers would want to leave out in the living room. The reason is obvious. If the router can be displayed in a central location in the home, it will most likely also spread the WiFi signals in the best possible way. In developing the router, Telenor collaborated with Snøhetta. The result is a stylish router that in March 2019 won the prestigious Red Dot Award for “outstanding” design in the product design category.
We chose to work with Snøhetta to make the design of the router more exciting.
Satisfaction guarantee
Technology isn’t easy for everyone. With Always WiFi, customers have access to help if they get stuck or have challenges getting the solution to work. Telenor therefore offers a satisfaction guarantee. Customers get their money back for up to 60 days of rental if they are not satisfied with the WiFi coverage at home.
A guarantee is first and foremost to ensure that our customers feel confident that we are doing what we can to make them happy. We deliver a complete package and don't just send out some equipment. We also help the customer get the most out of the equipment they have at home.
Rent, not own
Telenor chose a rental solution for Alltid WiFi. This means that customers cannot buy the router, only rent it. This has become more widespread in recent years, with the arguments in favor of renting being lower entry price and easier opportunities for updates when the next generation of router arrives.