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We wish to be the most sought-after and advanced service business in our industry. To reach this goal, we need feedback, which is why we survey customer satisfaction on a regular basis. In December 2018, Taloustutkimus Oy was commissioned for this purpose.

On the whole, one clear strength is our personnel. Our customers are satisfied with the actions and professional skill of their contact persons. The grades for contact person activities were the best in our survey history, improving by ten per cent over the previous survey in 2016, which was also a peak year. Overall satisfaction with our operations also reached an all-time high and was 4.17 on a scale of 1 to 5. 

Net Promoter Score (NPS)

Our Net Promoter Score increased once again and is now 44. The Net Promoter Score describes how willing customers would be to recommend our services to others in a range between -100 and 100, and our score is excellent compared to the companies of the control group. 

Need for development

In 2016, our customers indicated that training activities and notification were in need of improvement. Satisfaction with both increased in the 2018 survey, particularly the satisfaction with training services.

Although satisfaction is currently at a good level, we have identified some areas, based on the survey, that we can still develop our operations in. Our designated areas for improvement are our response times to requests for quotation, service delivery time firmness and keeping customers informed during projects.

We would like to thank everyone who participated in the survey for their valuable help. We promise to take your feedback seriously and develop our operations to better meet your expectations. The survey is held every other year, but your feedback and development ideas are always welcome whenever you think they could help us improve our service.

 

For more information about research and results, you can contact

Tomi Nyberg
Director of Business Development