A genius industry or a handful that makes a lot of noise?

"Consumer confidence in the telecom industry remains low". That's what the preview of this year's consumer report says. Just like last year, and the year before that... It makes sad reading, and of course it's serious. Customer and consumer satisfaction with what they buy, and how they buy it, should be a guiding principle for all companies that offer and sell products and services. And it is for the telecoms industry too.

So are telecom operators really as bad as rumored? Or is one explanation for the low level of confidence that an entire industry is being targeted by a number of rogue operators? According to the PTS, a handful of small operators are behind the vast majority of complaints; six small operators with a market share of less than 2% caused 54% of complaints to the authorities in 2015. According to the Telecom Advisors, operators with a combined market share of around 1% - and who are not members of the Telecom Advisors - were behind 70% of complaints about unethical sales practices in 2015. Doesn't that say something about where the real problems lie?

On May 11, Minister for Consumer Affairs Per Bolund will receive this year's consumer report from the Swedish Consumer Agency at Nalen in Stockholm. Since the report focuses partly on the telecom industry, the handover will take place during a seminar organized and hosted jointly by IT&Telekomföretagen, Telekområdgivarna and the Swedish Consumer Agency.

Doing this together with the Swedish Consumer Agency is one of many examples of how the telecoms industry is actively working to help consumers understand, manage and trust telecoms services and offers.

During the seminar, I will, together with, among others, Telenor's Head of Sweden Patrik Hofbauer and Com Hem's CEO Anders Nilsson, tell you more about what the industry collectively and the individual operators do to build trust. Please come and listen!